We have 2 empty seats in our soon-to-be Manchester office, longing for 2 amazing Customer Operations Advisors to come and sit in them. We’re looking for driven people with a track record of outstanding customer service and/or sales to come and help us continue to deliver our 5 star service for our expanding portfolio of partners and their customers. You’ll be joining a super friendly Customer Operations team in a small but perfectly formed tech company with big growth plans!

This is a hybrid role with office days based in Manchester city centre. You’ll work across all of our partner events, delivering the same high quality phone, email and chat service. In this role you will work 5 out of 7 days, including weekends. This could be Saturday-Wednesday (with Thursday and Friday off), Tuesday-Saturday (with Sunday and Monday off) or Sunday-Thursday (with Friday and Saturday off)

You will be responsible for:

Customer Service

• You are the first point of contact for our customers and need to be offering an excellent standard of service. First impressions count!
• Assisting with incoming customer and supplier queries via phone, email & live chat
• Manage day to day customer contacts/escalation ensuring customer satisfaction remains paramount at all times. Satisfaction levels are driven and measured through the use of an incentivised customer feedback system
• Handle customer complaints, escalate complex complaints to our complaints manager and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Maintain awareness of terms of business and booking conditions to provide relevant information
• Ability to problem solve and to highlight issues in a timely manner
• Identify opportunities, issues or problems before the customer is aware of them and following company procedure to correct them

Administration

• Using in-house booking management systems to create sellable trips
• Perform daily booking system checks, monitoring bookings, reviewing processes, reporting and logging any issues
• Administration of all elements of a booking/after sales
• Creating and maintain customer communications and documentation
• Assisting with invoices & payments – taking payments online and over the phone, chasing invoices and processing refunds
• Consistently strive to monitor and improve the customer booking experience
• Create reports from the system detailing all passenger information and manipulating the data to get the information/results required
• Issue/reissue customer travel confirmation, e-tickets, visa letters, cancellation letters
• Assisting with travel documentation

Logistics

• Assisting with Operations and logistics of all events and trips when necessary
• Collate and ensure efficient communication of purchased options to suppliers
• Assist operations department with accommodation allocations and hand back dates, booking ferries, coaches, accommodation
• Check and monitor stock levels, update systems and ensure necessary products are sourced and available if stock is low and there is the demand.

Essential Skills

• Proven customer support experience or experience as a client service representative
• High degree of accuracy and attention to detail  
• Ability to multitask, prioritise, and manage time effectively
• Good phone handling skills and ability to gather information
• Experience in complaint handling •
• Proven track record of working to deadlines
• Excellent communication skills, both written and verbal (English GCSE at C or above)
• Active listener, naturally empathetic and with common sense
• Understanding of all MS packages, Google Docs and familiarity with CRM systems and practises
• In this role you will work 5 out of 7 days, including weekends. This could be Saturday-Wednesday (with Thursday and Friday off), Tuesday-Saturday (with Sunday and Monday off) or Sunday-Thursday (with Friday and Saturday off)

The Package

• Starting Salary: £19,305 per annum
• Extraordinary work experience and team culture
• 23 days holiday per annum (increasing with service to a maximum of 25 days)
• Benefits including a Cycle-To-Work scheme, a Health Cash Plan and the opportunity to work at some of the best events and festivals on the planet!

To apply, simply send a copy of your CV and a cover email to careers@kaboodle.co.uk. We can't wait to hear from you!