Customer Feedback Coordinator

On the Beach Beds are growing and we have an exciting opportunity for a Customer Feedback Coordinator to join our team at our newly renovated Operational Headquarters in Cheadle, Stockport.

The On the Beach Story
We are proud to be one of the UK’s leading online retailers of beach holidays - from humble beginnings in 2004 as a start-up business in a terraced house in Macclesfield, England, to our 2015 listing on the London Stock Exchange; we now send nearly one million happy customers away on their perfect beach holiday each year. With huge opportunities for growth, we’re on a long-term mission to become Europe’s leading online retailer of beach holidays, so our story’s only really just begun…
 

The aim at On the Beach is to ensure a client’s holiday goes smoothly, but there may be times when something doesn’t quite go to plan. You will take on board all feedback made by the customer, investigating the situation and responding to clients by ensuring a satisfactory resolution is provided. You will be required to use your initiative, problem-solving and negotiation skills. You will liaise with suppliers and hotelier’s abroad to ascertain the facts and information you require to provide a professional response and resolution to the customer. 

The position has a starting salary of £16,250 rising to £19,000 for exceptional performers.

What will my Customer Feedback Coordinator role entail?

  • Fully administering and responding to all complaints both pre and post travel in an informative and supportive manner.
  • Ensuring full investigation and thorough research is completed internally and externally for all customer queries and complaints
  • Ensure all cases raised by the governing body ABTA are answered within the set timeframes.Assist the Legal team with the administration and investigation of Health and Safety cases and Solicitor letters/cases.
  • Assist in the delivery of team targets regarding response quality and first response resolution.Minimise future complaints by relaying issues to relevant departments and hotels and ensuring continuous and positive communication with all client-facing teams.
  • Liaise with clients by telephone, email and messages in a professional and positive way.
  • Minimise any financial loss to On the Beach and On the Beach Beds; 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.
  • Actioning administrative queries both internally and from suppliers overseas within an agreed period.
  • Ensure all administration is processed in a clear and organised way. 

What experience do I need to be successful?

  • Strong written communication skills.
  • Be organised and have a close attention to detail.
  • Proactive and have initiative.
  • Resilient, hardworking, punctual and flexible.
  • Be friendly and have a positive outlook.
  • Happy to switch responsibilities to meet team objectives.
  • Be confident in with Excel and have strong computer skills.
  • Previous complaint/legal handling experience is desirable.
  • The availability to work some evening and weekend shifts. 

What can we give you?

  • State of the art offices with pool tables, pitch and put, badminton courts, beauty room, onsite canteen & chill out areas
  • Holiday discounts for staff, friends & family
  • ‘Fam’ staff trips abroad 
  • Chances to win holidays
  • Enhanced maternity & paternity package
  • Free onsite parking
  • Train and travel season ticket loans
  • Cycle to work scheme
  • Social events – Summer BBQ, Christmas parties, Big Breakfasts 
  • Casual dress code
  • Length of service awards
  • Health & Wellbeing benefits including SimplyHealth, access to free face to face counselling, Employee Assistance Programme, free fruit & discounted gym membership
  • Share incentive plan
  • Increasing holiday allowance with length of service
  • Workplace pension
  • Health & Wellbeing benefits including SimplyHealth, access to free face to face counselling, Employee Assistance Programme, free fruit & discounted gym membership
  • Share incentive plan
  • Increasing holiday allowance with length of service
  • Workplace pension

Please email your CV via the link to show yur interest in the role. 

As an equal opportunities employer, we value diversity and welcome applicants from all sections of the community regardless of gender, ethnicity, disability, and sexual orientation. 

You will be kindly asked to provide your equality information as part of your application process to On The Beach. Any personal equality information given to On The Beach will be handled with the utmost confidentiality and will only be used for monitoring and identifying improvement areas. All the information disclosed by applicants is stored on our ATS, in line with the General Data Protection Regulation (GDPR) and can only be accessed by selected Human Resources team members.