Customer Relations Executive - Newcastle, UK

Ref UKNCL179 Region UK - Regions Location Newcastle, UK Category

An excellent opportunity to play a key role in driving customer loyalty and retention and help shape a world leading Customer Relations department. Job Description Closing Date : 27th August 2012 Reward package £16,396 per annum pro rata plus performance related bonus incentive Full Time only (37.5 hours a week) The job holder’s main responsibility is to assist the customer when something goes wrong through excellent customer service. The job holder is an ambassador for British Airways and will help to build customer loyalty. Principal Accountabilities Accountable for representing British Airways Customer Relations in a positive light to all customers, both external and internal Accountable for delivering calls and letters of a high standard, in line with the expectations set out in the BA quality assurance documents Accountable for delivering their business targets for productivity Accountable for contributing to the team’s business plan targets Accountable for taking decisions within broad policy guidelines while using initiative, judgement and discretion Accountable for entering data into the BA systems accurately to ensure the integrity of future data Accountable for adhering to the Data Protection Act so that we maintain confidentiality for both staff and customers Accountable for ensuring all health and safety regulations required are adhered to Takes the initiative to ensure continuous self development by updating their knowledge around technology, product knowledge and business awareness Interaction Internal All areas of Customer Relations All areas of ContactBA Internal customers of all levels including service partners to board level, and their PAs. External British Airways entire customer base including passengers, trade and travel agents, partners and statutory bodies. Franchise, alliance and oneworld airlines Third party suppliers The Individual Skills and Knowledge Excellent call handling skills – an understanding the anatomy of a great call and how to apply it in practice Strong English, grammar and writing capability – including the ability to draft a letter from scratch Knowledge and understanding of the BA brand Ability to build effective relationships with customers and key stakeholders Good negotiation skills and influencing skills Strong empathy skills to ‘read’ a situation and respond appropriately Ability to resolve conflict in a positive way Ability to evaluate information to reach a reasoned decision. In particular, the ability to weigh up the customer’s needs and the business need, taking into account the possible lifetime value of the customer IT literate, particularly of Microsoft packages (Word, Excel). Knowledge of BA systems – Amadeus, Online PNR, Nirvana, Lotus Notes, World Tracer preferable Ability to prioritise work and to work consistently in a pressurised environment to meet targets Good knowledge of BA products and services, BA’s corporate objectives, and how this role contributes to the company’s success Positive, can-do attitude A real passion for customer service and a desire to help customers Self reflexive, able to analyse their own strengths and weaknesses and be open to learning Flexible and adaptable. Open to change and new ways of working Resilient, proactive and self-confident Strong team-working skills with excellent interpersonal skills Customer service or other operation front-line experience. Reservations and sales knowledge preferable Knowledge of Warsaw Convention, Montreal Convention and other appropriate statutory regulations preferable Complexity/Scope Respond to customers in an effective manner to maximise customer satisfaction and provide resolution at the first contact Take incoming calls from customers, and to reply to letters and emails by calling the customer whenever possible Make reasoned decisions that support the business and help maintain the relationship with the customer, either keeping the customer happy within the policy and financial guidelines or using discretion to move away from the guidelines where the circumstances warrant it, with line manager support Use knowledge and experience of BA to help the customer and provide the solution that best meets their needs Where an investigation will make a difference to the response, liaise with other colleagues at BA to find the solution to a customer query Assisting in service recovery following a major disruption or incident, as directed Live the brand values to portray British Airways in a positive way Ensure accurate analysis of customer feedback to assist the business in identifying areas of weakness and strength. Helping to be an ‘early warning’ system for repeat failures so that the business can improve Follow BA policies on service recovery and SAPs, and the Montreal Convention and any other relevant regulations Support and mentor other team members in the day-to-day operation of their job Coach other members of the team and share knowledge and experience freely Identify ways to improve processes, cost savings or other business efficiencies and report them to the Team Leader for consideration. Application Process All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance. Please describe what attracts you to the role of Customer Relations Executive and the skills and capabilities that you would bring with you. (Max 250 words) Give an example of when you have recently received positive feedback or praise whilst working in a customer service environment. Please be explicit about the situation, the type of feedback received and your role. (Max 250 words) Describe a time when you have personally handled an angry/dissatisfied customer with a complaint. Please describe the situation and what action you took to resolve it. (Max 250 words)