Client Relationship Executive- Travel Industry

Our Cheltenham based client are looking for a Client Relationship Executive to join their team on a full time and permanent basis.

The focus of the role is to resolve customer complaints in a manner which is timely and satisfactory for both sides. Dealing with suppliers and the Product department to obtain the best possible outcome with a focus on client satisfaction and customer retention, within the UK regulatory framework. Assist the Client Relations Manager with reporting on complaints and client feedback.

RESPONSIBILITIES:

• To deliver excellent standards of customer service to our clients.
• Enjoy dealing with challenging client situations where the satisfaction lies in a successful conclusion.
• To respond in a timely manner in line with company KPI’s and the relevant regulations
• To deal with our colleagues, partner DMC’s and third-party suppliers in a courteous manner and be able to negotiate a suitable outcome for the client.
• Responsible for acknowledging the complaint, monitoring progress, keeping the client updated with communication if any delays and collating all findings to provide a suitable response.
• Assess levels of compensation relevant to the complaint and review with Client Relations Manager.
• Responding to Trustpilot reviews on website.
• Responding to any negative client questionnaires

EXPERIENCE & QUALIFICATIONS:

• Excellent customer service skills.
• An excellent command of written and spoken English.
• Excellent letter/email writing and communication skills.
• Excellent planning and organisational skills with the ability to meet deadlines.
• Outstanding listening skills.
• Exceptional verbal communication and telephone manner.

Desirable

• Travel industry experience is preferred but not essential for the right individual.
• An understanding of Package Travel and Linked Travel Arrangements 2018, the ABTA code of Conduct, Consumer Rights Act 2015 and ATOL Standard Terms.
• Good understanding of all Microsoft Applications (Word, Excel, Outlook, Powerpoint etc)

Person Specification

• Must be empathetic and understanding of client needs.
• Excellent attention to detail.
• Flexible approach to working and ability to multi-task.
• Interpersonal skills in dealing with all levels of staff and management.