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:
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
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
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.
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)
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 firstname.lastname@example.org. We can't wait to hear from you!
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