Customer Care Support - London, United Kingdom - Heathrow

Heathrow

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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: