CUSTOMER RELATIONS SPECIALIST - Part Time 26.25 hours
Reporting to the Customer Relations Manager, some of the activities that the Customer Relations Specialist will be responsible for include:
- Responding accurately, consistently and effectively to all customer correspondence - negative, neutral and complimentary- within industry guidelines specified by the appropriate regulatory bodies such as ABTA, AITO, FSA and FOS
- Reviewing Tour Manager Reports and Customer Satisfaction Questionnaires identifying feedback drivers, both positive and negative, and provide detailed analysis of the same as part of constant drive for Brand protection, product improvement and increased customer retention
- Growing customer retention by managing the customer expectations moving forward
- Ensuring full and in-depth investigation is undertaken, where required, to provide detailed and substantive response
- Consistently employ a professional and empathetic approach to ensure that every customer's experience of customer relations is a positive one
- Liaise with insurance companies as and when required
- Strive to deliver first contact resolution whilst ensuring that customer requests and demands are balanced against business needs
- Highlight costs incurred in resolving customer issues to the wider business for recovery
- Manage and build relationships within internal and external stakeholders such as contractors and suppliers
- Provide support for the Product Services and Customer Services teams as required with a cross functional and flexible approach to work activities
With a good general education you will have working knowledge of Microsoft software packages and have a methodical and organised approach to work, both individually and as part of a team.
A full job description is available upon request detailing full responsibilities.
Click here for further details of the Customer Relations Specialist role.
CLOSING CLOSING DATE: Tuesday, 14th October 2014
Applications process: Email CV and covering letter to Recruitment@greatrail.com
Current Self-Employed UK Resident Tour Manager opportunities for 2015
The initial closing date for our 2015 intake has now closed. However there may be further opportunities in Spring/Summer 2015. If you are interested in the role please e-mail email@example.com to request an application form. We are happy to hold completed application forms on file until further opportunities arise.
ALL APPLICANTS MUST BE
PREPARED TO TRAVEL TO OUR OFFICES IN YORK TO ATTEND AN
(WE DO NOT OFFER SELECTION INTERVIEWS BY TELEPHONE OR SKYPE).
The role of the Self-Employed Tour Manager:
You could be a suitable candidate for the Self-Employed UK
Resident Tour Manager role if you have excellent leadership and
organisational abilities, can quickly and efficiently solve diverse
problems, are diplomatic and friendly, can demonstrate a good
understanding of European and Worldwide rail travel, are
well-travelled and are available to work in May, June and September
(and other times) in 2015.
All of our Tour Managers must be UK resident.
It is preferable to be proficient in a European language in addition to English.
A view from one of our Self-Employed Tour Managers:
"For those who are outgoing and well-organised, have genuine leadership skills, are tactful and discreet, like and are interested in people, appreciate beautiful scenery and wonderful city sights and can impart enthusiasm to others, are unflappable, and enjoy travelling by train, there are few jobs more enjoyable and fulfilling than to be a Tour Manager for Great Rail Journeys.
"But it's hard work too. It's crucial that you prepare carefully for each trip. As soon as you receive your allocation of tours, it's sensible to start reading up on where you are going and what you are likely to see. You don't need to be a walking Beidecker on each city you visit, but it's as well to learn in advance a bit of the country's history, its system of government, familiarise yourself with local customs and laws. In most places GRJ offers a superb local guide who knows more about the attractions of their city than you will ever learn from a guidebook - rely on them to provide the local colour and knowledge.
"You should aim to be that sort of dinner guest who can chat intelligently to strangers about interesting things without boring them rigid with too much detail and trivia. Be willing to listen as well. You'll find some really interesting people take part in GRJ holidays - doctors, lawyers, police officers, civil servants, teachers, priests, captains of industry. Sometimes they want to remain incognito - even if they tell you their secrets, they may not want others to know, so be sure you respect confidences. You will enjoy their company: do your best to get to know every one of them individually during the course of the holiday.
"It's vital that you plan each day with great care. Make sure you know where you are supposed to be meeting your passengers and when. Check out in advance which platform your train is leaving from, and where in the train your reserved seats are. Be willing to be firm (but courteous) if others are sitting in your allocated seats. Watch out for pickpockets everywhere, especially on busy stations where you have only a short time to connect trains. Think through where and when your passengers will be able to get some refreshments, and don't forget to plan loo stops!!
"The service you get from the GRJ office in York is superb. Not only are they very, very nice people, they're efficient as well, and there to help you. Don't bother them with trivia, but don't be afraid to ask if there's something about your holiday you don't understand. Above all, read the tour manager's notes sent to you by the York office several times, and follow the instructions to the letter."