Customer Care Support - London, United Kingdom - Heathrow
Description
The role of Customer Care Support will be to support the Customer Care Managers on a day-to-day basis with delivering world class service and customer care.
You will also support the interface between our passengers, operational teams, customer contact centres and our Executive team.You will help in the liaison and responses to complaints received, representing the Heathrow brand, and working in collaboration in with Legal, commercial and other supporting teams where required.
You will also share and celebrate the compliments we receive on our service, particularly celebrating those colleagues who are responsible.
Your role will involve:
- Support in the proactive daytoday relationship management and consultation with third parties.
- Complete daytoday relationship management and consultation with third parties
- Complete monthly infographics and newsletters, showing complaints, compliments and queries and trends in our service levels
- Complete monthly data cleansing of customer contact received, within our system (Salesforce)
- Supporting the wider Customer Engagement team during times of Here to Help activation and Heathrow Volunteer deployment
These skills are essential:
- Experience engaging and communicating professionally both verbal and written
- Exceptional customer focus / engagement / stakeholder management skills with an attitude to go above and beyond to make a difference
- Ability to work under pressure and within a fastpaced environment whilst delivering excellence in service
- Excellent PC skills including an understanding of data and numbers
Ideally, you will also have:
- Experience or knowledge of using Salesforce
- Knowledge of Heathrow's operation
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