Job type: Full-time, Part-time, Permanent

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Customer Contact Assistants (Full and Part-time considered)

Competitive salary

No Agents please

The JG Travel Group is one of the UK’s leading tour operators of group travel offering exciting and diverse value for money tours, ranging from short breaks, classic seaside resort holidays, heritage tours, London theatre breaks, Sporting, Family and Tribute breaks, and European holidays, including Cruises, through a number of distinct brands.

We are looking to recruit a number of experienced Customer Contact Assistants to work as part of our busy Customer Contact team, to deal with a range of customer enquiries, requests and complaints while customers are on holiday, as well as by phone, email and letter pre and post- holiday.

Within this varied and busy role, the main duties include the following:

· To respond to a wide variety of pre and post tour email enquiries from all of the JG Travel Group brands within agreed service levels and response times.

· To make outbound calls to customers in response to changes made by the Transport Team to the pickup location on a customer’s booking.

· To take shared responsibility across the team of the management and action of Room Requests, keeping within agreed SLAs

· To make outbound calls to customers who have requested a call back through the email channels, ensuring that any sales leads are passed to the Reservations sales team within 24 hours of receipt to maximise sales potential.

· To ensure that all formal complaints are logged on to the Customer Complaint software and acknowledged within 48 hours of receipt.

· To manage your own allocated workload of complaints, ensuring that they are responded to within agreed KPIs/Service Levels.

· Contact specific suppliers and internal departments to investigate complaints raised by customers to enable us to respond with an accurate and fair response.

· Ensure optimum performance to achieve the highest customer service standards so that all customer contacts are resolved first time every time, within agreed timescales.

· Record and feedback trends to the Team Leader and Head of Customer Contact.

· Escalate unresolved issues and repeat complaints to the Customer Contact Team Leader with recommendations for actions and resolution and /or compensation.

· Obtain approval for compensation payments as required with appropriate supporting evidence for case.

The ideal candidates for these exciting roles will be fast learners with excellent communication and customer services’ skills, computer literate, decisive/ quick thinking with first class organisational skills. Prior customer service experience ideally in a travel environment is desirable however more important is the right experience and skills to manage a large and busy workload across different channels. Training will be provided.
If you feel you have the relevant experience and attributes for this role please send your CV straight away to Helen Moylan/ HR Director at apply now.

Job Types: Full-time, Part-time, Permanent


  • Monday to Friday

Work remotely:

  • No
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Deadline: 21-06-2023

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