Customer Care Advisor

Job Purpose
To provide industry leading customer service and increase revenue by performing all non-telesales activities for all our clients markets within the passenger commercial department. In addition to providing support to the Passenger Marketing team for ad hoc activities (such as issuing vouchers for competitions or offering assistance for promotional projects involving groups coordinated by the Customer Care team)
Duties are many and varied and include investigating and resolving customer queries by liaising with multiple Departments and using own experience and knowledge, communicating verbally, by email and letter. Working within a team on a rotational basis including all tasks of the department.
Principal Accountabilities
As part of a team, all areas of the Customer Care function will be included in a rotation of tasks requiring flexibility and autonomy. Amongst these duties, but not exclusively, are the following:

• Responsibility for banking and reconciling cheque and bank transfer payments (totalling £10 million per annum) for passenger bookings, assessing all refund requests including the processing/reconciliation of valid claims. Necessitating daily liaison with the Finance Department.
• Responsible for responding to all customer contacts. Requiring the breadth of knowledge across the whole customer journey and our clients products from pre travel to post travel enquiries. Knowledge required regarding; marketing products, sales, operations, check-in, border controls, train operations, on board environment, destination, customer feedback, providing industry leading customer service which leads to customer repeat purchase.
• Negotiation, quotation for groups bookings providing a bespoke customer experience which involves coordinating RYMS, Business Support, Social Media and Content Executive, Business Support, Check-in, Security, Retail, Passenger Leaders on the day on both the UK and French Terminals. The Advisors may also be required to co-ordinate arrival of groups on the ground making real time decisions.
• Breadth and depth of knowledge required in order to manage the following specialised services; Cycle Service, our clients Club Annual Membership, Mission Amendments, UK Retiree bookings and management of allocation, Exceptional Animal Transportation, Marketing Campaigns, the sale and issue of Gift Vouchers and ad hoc marketing promotions. Maintaining and monitoring accurately audit controls and records.
• Answering customer contacts post travel. This requires problem solving, investigation, analysis, liaison and resolution with multiple departments in order to provide accurate feedback to the customer by email, letter or telephone
• Respond to contacts about vehicle damage or personal injury claims with support from the legal team/external loss adjustors.
• Provide support to CEHub via a dedicated Teams chat
• Promptly answering Trustpilot reviews appropriately.
• FCA Compliant maintained and tested annually.
• Monitor and document lost and found items across UK and French terminals, ensuring accurate records and facilitating the return of property to customers

Problem Solving
Must have excellent knowledge of the various areas of our clients Products and Services to answer customer queries, liaising with relevant department to ensure the best quality of service is provided.
Qualifications and Experience

• A good standard of education with proven skills in written and verbal