Customer Relations Advisor

This role will support the contact center to deliver a customer focused and effective complaints resolution for our customer. Handling all complaints, you will provide both verbal and written responses to support first time resolution.,

• Handle and resolve high-level complaints, public liability complaints, CEO-level complaints, and serious incidents in a timely and professional manner, ensuring adherence to company policies and procedures.


• Serve as the primary point of contact for customers, stakeholders, and regulatory bodies, providing empathetic support, clear communication, and effective resolution of issues.


• Conduct thorough investigations into customer complaints and incidents, gathering relevant information, documenting case details, and collaborating with internal departments to address root causes and prevent recurrence.


• Liaise with senior management, including the CEO and other executives, to escalate and resolve complex complaints and incidents, providing regular updates and recommendations for resolution.


• Maintain accurate and detailed records of customer interactions, complaints, and resolutions using CRM systems or case management tools.


• Communicate with customers via phone, email, and other channels to provide updates, gather feedback, and ensure a positive customer experience throughout the resolution process.


• Stay informed about industry regulations, best practices, and emerging trends related to customer relations and incident management, leveraging insights to continuously improve service delivery.


• Uphold the company's reputation for excellence by demonstrating professionalism, integrity, and empathy in all interactions with customers and stakeholders.
  
  Experience of working in the travel industry or customer service role


• Experience of achieving KPI's


• Ability to work well under pressure


• Ability to effectively prioritise, plan and organise workload


• Ability to resolve customer issues in a professional and empathetic manner


• Strong attention to detail


• Sound interpersonal and rapport building skills


• Outstanding communication skills


• Strong written skills


• Excellent objection handling skills


Experience


• Experience of using internal systems to investigate customer complaints


• Experience of working to deadlines to achieve business critical activity


• Ability to resolve customer complaints as a first-time resolution


• Ability to effectively compose structured written responses to escalated complaints


• Ability to effectively communicate with internal departments to resolve customer complaints
  
  Established for nearly 40 years, the Leger Shearings Group is the leading provider of escorted holidays across UK, Europe and worldwide by luxury coach, air, & cruise.
  
  22 days annual leave, plus an extra day per year of service until 25 days!


Birthday and Christmas Eve as an additional holiday!

£1500 towards one of our Leger or Shearings holidays per year!

Opportunity to purchase up to 5 additional holiday days!

Development opportunities through our LSG Scholarship Scheme!