Customer Operations Complaints Handler

The Role:

Here at Holiday Taxis we pride ourselves on providing an exceptional level of Customer Service, with this in mind we have a fantastic opportunity to join our team of Complaints Handlers. You will be responsible for the day-to-day completion of all post-travel issues related to HolidayTaxis bookings. The team will respond to a variety of customer complaints and queries relating to issues incurred involving their transfer and any issues occurring whilst in the resort in line with agreed service levels. The environment is fast-paced and challenging. The role suits a self-starter with a positive and proactive attitude to all challenges capable of switching seamlessly between a multitude of varying issues.

The role you’ll do:

• Responding to customer complaints received via email, phone or social media.
• Ensuring sufficient details are received and responding accordingly back to the customer.
• Opening an investigation using the internal system.
• Providing resolution to both customer and supplier upon completion of the investigation in line with agreed service levels.
• Daily monitoring of HolidayTaxis social media platforms, review sites and providing the appropriate response.

• Expected to deliver excellent customer service and maintain knowledge of the business.

• Ensure that the customer journey is at the forefront of all interactions

The experience and skills you need:

• Previous Call Centre / Complaints Handling Experience
• Able to organise and plan your own time
• Excellent interpersonal communication skills
• Excellent written communication skills
• Able to work in a fast-paced environment
• Able to deliver results to agreed timescales
• Ability to cope under pressure and positively respond to customers
• Problem-solving and a desire to improve things
• Team Player and positive approach to work

What else to expect:

• With a comprehensive training programme, you’ll learn our systems, meet your new colleagues, and learn how Holiday Taxis find the best outcomes for our customers.
• You’ll work from Monday to Sunday, on a shift pattern
• We offer a highbred work model where you will be required to be in the office at times but will also have the flexibility to work remotely.