Customer Complaints Administrator-8.45am-4.45pm Mon-Fri

Vickers Neal Recruitment is currently working with The Camping and Caravanning Club.

The Camping and Caravanning Club helps campers and caravanners make the most of their hobby, providing over 4000 campsites across the UK and worldwide.

A new position has arisen for a full-time Customer Service Officer reporting to the Operations Support Manager in Coventry.

The main aspect of the role will be to handle correspondence and telephone calls, however, this is dependent on the operational need and seasonal fluctuations in work flow and therefore you may also be required to carry out any combination of the following key customer/member facing responsibilities, for which full support will be provided.

Duties include:
Responding to complaints, compliments and queries by land mail, E mail, or telephone.
Considering customer requests for refunds against current defined policy criteria and responding to same by mail, E mail or telephone. It is ESSENTIAL for this post that you have previous experience in COMPLAINTS management.

Provision and collation of information to and from Business Development Managers and Holiday Site Managers to enable initiation and tracking of improvement plans, wider team knowledge and awareness, and enabling issue ownership.

Dealing with queries raised by other part of the business.

Providing operational support to front line to ensure customer service delivery when required.

Shared office administrative duties as per rota’s.

The successful candidate will have excellent written and verbal communication skills as well as experience in a busy customer focused environment utilising a variety of tools such as telephone, Microsoft Office (Word, Excel, Outlook, Explorer in particular), and in house IT systems and databases, is essential. Specific experience in handling complaints or conducting investigations would be desirable, as would knowledge of the tourism and leisure industry.

Closing date for this application is 12 noon Thursday 10th May 2012.

If you have not heard from us by 17 May 2012, you have been unsuccessful on this occasion.