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Customer Service Assistant

  • Location:

    Droitwich, Worcestershire

  • Sector:

    Customer Service

  • Job type:

    Permanent

  • Salary:

    Up to £18600 per annum

  • Contact:

    Brook Street Birmingham Office

  • Contact email:

    [email protected]

  • Job ref:

    BMH/_1642066459

  • Published:

    4 days ago

  • Expiry date:

    24/02/2022

  • Startdate:

    ASAP

Job Description

THE ROLE

I am currently recruiting for a Customer Service Assistant for my client based in Tower Hill, Droitwich. They are a privately owned company which initially specialised in booking 2-5-star accommodation and short breaks throughout the UK for both the leisure and corporate traveller, as well as offering call centre facilities to hotels and other leisure related companies. They also offer emergency relocation services and accommodation and claims handling to the insurance market. You will be providing excellent service to their clients and hotels, dealing with enquiries quickly and efficiently to maximise conversions into bookings throughout the Customer Service Team.

KEY RESPONSIBILITIES/DUTIES

  • Handle inbound and outbound calls with clients and hotels
  • Monitor and respond to emails accordingly
  • Deal with all enquiries within agreed service level agreements (SLA's), consistently prioritising throughout the day
  • Work with the Customer Service Team to meet required levels of bookings and commissions
  • Provide the management team with feedback on what's going well and not well e.g. hotel rates that are not competitive
  • Know the hotels the client works with and keep up to date with the processes you need to follow
  • Follow the customer complaints process, ensuring supervisors are advised
  • Attend regular 1-1's with your line manager, completing the necessary paperwork
  • Attend regular hotel familiarisation trips to ensure product knowledge remains current
  • To act on your responsibilities detailed in the Health & Safety at Work Act 1974
  • To demonstrate a working knowledge of fire prevention and to follow the hotel evacuation plan on hearing the alarm
  • To be security conscious with respect to /staff/ property/welfare and to report suspicious circumstances to your Manager
  • To familiarise yourself with your departmental standards of performance and to be able to demonstrate their application
  • To co-operate and communicate with colleagues and Management to ensure effective department teamwork and high morale
  • To attend any meetings, training sessions or courses that may be beneficial to you and your department
  • To follow any procedures set up for energy conservation

PERSON SPECIFICATION

Essential

  • GCSE English & Maths
  • Proactive planning Commercial Awareness
  • Flexible in their approach and be able to prioritise work
  • At least 1 years' experience in a similar role
  • Ability to work on own initiative and to tight timescales when necessary
  • Enthusiastic self-starter able to work on own initiative
  • Willingness to learn
  • Well organised
  • Have a positive attitude

Desirable

  • Computer literate
  • Written & verbal communicator
  • at all levels
  • Customer Focused
  • Attention to detail
  • Motivational skills
  • Effective time manager
  • Good relationship builder
  • Contact Centre experience
  • Experience with problem solving and customer complaints
  • Knowledge of CRM systems

SALARY AND WORKING HOURS

  • Permanent role
  • 40 hours per week - can be flexible around this if needed
  • Office opening hours (your hours will fall as part of these): Monday to Friday 08:00 to 19:00, Saturday and Sunday 10:00 to 16:00
  • £18.6k salary

BENEFITS

  • You can choose from a range of protection, healthcare or lifestyle benefits from the client's fully flexible rewards programme
  • You will have a generous holiday entitlement of 33 days - you may be required to work bank holidays
  • Discounted travel and accommodation
  • Annual company bonus
  • Additional holiday with years' service
  • Company social events
  • Referral scheme - £200 bonus if you recommend an individual to the company and they pass probation
  • Training and development, they promote within the business where possible
  • Healthcare cashback scheme

DOES THIS SOUND LIKE YOU?
If you have a Customer Service background and are interested in this role, please send your cv and call Maisie on 0121 643 6954

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