Personal Customer Handler - Brighton, United Kingdom - Hotelbeds

Hotelbeds
Hotelbeds
Verified Company
Brighton, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
HBX Group is the world's leading technology partner, connecting and empowering the world of travel.

We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets.

We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none.

And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day.

In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality.

We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.


JOB DESCRIPTION:


To be the main point of contact to our key customers, supporting them with all aspects of their booking management.

You will get to know our customers in detail, understanding their own value proposition and how transfers play a part in their business growth and development.

You will be a specialist for your accounts, responsible for our overall adherence to SLA's, listening to feedback and ensuring your customers feel fully supported.


You will be responsible for operational account management, taking accountability for issue resolution and sharing insight and analysis on any issues faced, to improve process and performance.

You will have the autonomy to work collaboratively with customers to resolve booking issues, reporting back on any relevant points into the business.

This will include then liaising with internal stakeholders to obtain and then share feedback around any performance concerns customers might have, such as a specific destination complaint ratio and associated updates on action plans.

Accounts management experience would be beneficial.

Key Tasks

  • Acting as the key contact for your key customers, making sure all tasks are being supported as needed by the teams and if required helping directly in those processes.
  • Regularly meeting with customers and listening to their feedback, building up great operational partnerships to support business growth.
  • Accountability for your key customer SLA's being upheld at all times, liaising with stakeholders within Operations to ensure that happens.
  • Involvement in all processes, from making bookings to helping with on the spot issues and complaints.
Key Results/Objectives

  • All aspects of customer SLA's are met, across all channels and issue types.
  • Customer NPS
  • Achievement of targeted individual KPI's around response rates on your own cases.


You will have the opportunity to work for a company that is going through significant change in becoming the world ́s leading travel services provider.

We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:

  • Within an innovative, engaging and multicultural environment.
  • Have the opportunity to build strong and lasting business relationships and friendships from around the world.
  • Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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