Customer Feedback Coordinator

As a Feedback Coordinator, you will focus on resolving all customer queries and complaints, in addition to supporting functions that exist within the Supply department.

You will need to investigate all queries made, both with hotels and suppliers abroad and also with the customer. Using your initiative, problem solving and negotiation skills you will provide a satisfactory resolution for the customer whilst protecting the company’s reputation and considering customer retention.

You will be expected to deliver a consistently high standard of customer service by providing a professional and informative response to all queries raised; you will naturally contribute to the improvement of the customer experience and adhere to industry guidelines.

This position has a salary of £16,000 - £19,000 dependent on experience.

What will my role entail?

We have three main functions within the Supply Department: Customer Feedback, Operations and our in house bed bank On the Beach Beds. Whilst your initial attention will be within the Customer Feedback Department within these areas you will:

  • Fully administer and respond to all customer complaints both pre and post travel.
  • Ensure full investigation and thorough research is completed internally and externally for all customer queries and complaints.
  • Minimise future complaints by feeding back issues to relevant departments and hotels and ensuring continuous and positive communication with all customer-facing teams.
  • Liaise with customers by telephone/email and customer messages in a professional and positive manner.
  • Minimise any loss to On the Beach and On the Beach Beds both financially and to our brand; maintaining the reputation of On the Beach and On the Beach Beds by ensuring that all communication to customers is constructed professionally and in line with all company and industry regulations.
  • Action administrative queries both internally and from suppliers overseas within an agreed period.
  • Load and maintain contracts into our in house system meeting a set level of speed and accuracy.
  • Optimise customer satisfaction and the customer’s experience by responding to all internal and external queries promptly and accurately.
  • Ensure all administration is processed in a clear and organised way.
  • Liaise with customers by telephone/email and customer messages in a professional and positive manner.

What skills do I need to be successful?

  • Strong written communication skills
  • Organised with close attention to detail
  • Proactive and have initiative
  • Resilient, hardworking, punctual and flexible
  • Friendly, positive outlook
  • Happy to switch responsibilities to meet team objectives
  • Numerate and confident in using Excel
  • Strong IT and computer skills
  • Good communication skills

What are we looking for?

  • Somebody who is able to work evenings and some weekend shifts
  • Previous complaint/legal handling experience is not essential but desirable
  • Previous Travel industry experience is not essential but desirable