Customer Support Intern - Edinburgh, United Kingdom - Edinburgh Airport

Edinburgh Airport

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About our Internship Programme
Everyone has a different background, a different experience in life and a different perspective. At Edinburgh Airport we value diversity and people's own individual experience.

We are an inclusive environment in which you can flourish, so perhaps your experience of some of the following circumstances could give us both the opportunity to develop together.

You have broken down barriers with hard work to be the first in your family to study in further or higher education.
You balance caring responsibilities at home with other commitments, such as work.
You have experience of being brought up in care which has helped to shape who you are today.
You have refugee or asylum seeker status and are making a new life here in Scotland and want to contribute your skills to Scottish society
You have embraced the challenges that having a physical, mental or learning disability can bring in life and want to shape our inclusive workplace.
You identify with an underrepresented ethnic background and are eager to show that no matter your ethnicity you can flourish as part of a team.

Our internships will take place in Summer 2023 for 10-12 weeks.

About the Team
Our Customer Support Team help passengers find answers and provide feedback on their wants and needs to the business.

In this team you'll gain insight into the role of customer communication within our business and how this drives continuous improvement and enhanced customer experience.

Hear from our stakeholders how they describe the team:

"_The team provides us with real data about consumer sentiment and the types of challenges and issues our passengers face day in day out when using our parks. This is all extracted into an easily readable format which is shared each month. Something we didn't have before, and a real value add process."_

- "The team are a balance between the customer and the operation. Sometimes a challenging place but you are always clear on the best way forward from the customers perspective which we really appreciate as it grounds us and brings down to a human level."_

What you'll be doing

You'll work closely with a team of Customer Support Advisors and get the chance to learn about the 10 steps of our customer journey, our car parking operation and flight path related contact.

Collaborate with advisors and business stakeholders to develop an understanding of our customer experience and help solve problems
Investigate customer complaints to get to the root cause of the issue
Build relationships across the airport and help operational staff understand our customer needs
Spend time with some of our operational teams to understand their operation and procedures

What we're looking for

We are looking for a student who is passionate about customer service and supporting the continuous improvement of service offerings in a fast-paced organisation.

We are flexible on start dates and will work with you to accommodate your exam preparations and holidays. The team works in a hybrid/remote set-up, averaging 3 days per week at the airport office.

Key skills

Strong team player with good communication skills and the ability to retain large amounts of information
Problem solving: you enjoy the challenge of solving customer problems and providing practical solutions
Curiosity: you have a desire to understand how things work and how we can make them better for the customer

Qualifications and experience

Currently pursuing a certification or degree with a strong customer focus, for example, Hospitality, Tourism, Marketing or Advertising
Proficient in or interested in learning Microsoft Office

What we'll offer you

Full training in Zendesk, our customer relationship management (CRM) platform
Exposure to behindthescenes airport operations and insight into how an airport runs daytoday
Networking opportunities with other interns on campus, Leadership and Executive teams
Free onsite car parking (for both when you are working and when you go on holiday)
Discounted shopping in the various retail and catering outlets within the Terminal
Access to EAL Rewards, our benefits platform for discounts with high street names, gyms, cinemas, fuel and supermarkets