The Role & Person Summary
The Customer Services Executive needs to be an organised, self-motivated and results driven team player to work in our Customer Service team. The person needs to have a passion for delivering exceptional customer service, is an empathetic communicator and be passionate about the product.
We have a loyal and extremely engaged community and improving customer experience plays a vital part in the long-term business strategy. The person will need to be the ultimate customer hero, but equally, understand the business needs and ensure that these are never compromised. Embedding a “customer first” culture is key, driving first-time enquiry resolution and improvements in customer satisfaction metrics.
Collaborating with a number of key internal stakeholders you will ensure that all communication channels are accurate, up to date and aligned.
Job Deliverables:
The role will encompass the following...
- Customer service - ensure customer communication accurately represents the brands and is delivered promptly to the highest standard.
- Complaint handling - manage the end-to-end customer complaints from booking to post-event. Work closely with the Head of Customer Service to agree on any compensation or approach to dealing with complaints.
- Product development - analyse post-event feedback, suggest actions and work with Operations and Marketing teams to deliver improvements to customer experience and communication
- Website Communications - keep a watchful eye on the brand websites and how it describes The Yacht Week/The Ski Week as well as all of the pages within the customer journey to ensure that we are constantly striving to communicate better and accurately with our guests
- Terms and Conditions - you will need to have a clear understanding of all terms and conditions as well as the Package Travel Regulations (PTRs) so that you can accurately handle any customer concerns.
- Flexible Working - there will be occasions that you will be expected to be available during some weekends and potentially some evenings during the week.
Responsibilities:
- Produce weekly customer service and KPIs and report back to Head of Customer Services weekly
- Keep accurate records of discussions or correspondence with customers
- Make both outbound and inbound calls to customers
- Answer general customer enquiries by email, online chat and telephone
- Handle any and all customer complaints through to resolution
- Feedback any inaccuracies on TYW website (or any platforms) to the Head of Customer Services.
- Maintain all tracking and admin systems to a high standard
Skills and background:
Essential Skills
- Educated to A-Level standard with high-level qualifications in English and Mathematics
- Computer literate and good knowledge of Microsoft or Google software – specifically a basic understanding of Excel/Google Sheets
- Experience of customer service and complaints handling, ideally within the travel industry
- A native English Speaker or high-level English qualification
- Excellent telephone manner and written correspondence
- Self-starter able to work on own initiative whilst maintaining a strong team player mentality
Desirable Skills
- Having attended The Yacht Week as a guest
- Worked within a combined sales and customer service environment
- Experience with a CRM platform (Salesforce preferred but not essential)
If you feel that this role is for you, please send your application including your CV and a covering letter to indre.s@day8.com.
Salary & Benefits:
- Base annual salary of £24,000
- 23 days holiday
- Paid travel to incredible locations with The Yacht Week
- BUPA Healthcare
- Flexible working with ability to work from home on occasion
- Fun team environment
To apply send your CV and a Cover Letter to indre.s@day8.com