KEY RESPONSIBILITIES
Deliver monthly targets and excellent customer Service:
• Plan and organise workload to ensure that highest standards of customer service, satisfaction and care whilst meeting challenging monthly targets
• Answer the telephones in accordance with the SACO company standards
• Identify customer needs and convert enquiries to bookings
• Deal with queries and bookings in a polite and efficient manner within the SACO standards
• Build appropriate relationships with customers and bookers that encourage rebooking and SACO as a preferred supplier
• Encourage bookers to complete online surveys
Systems:
• Manage own development to ensure the most efficient and effective use of SACO software systems eg SOLAR
• Keep systems up-to-date to ensure that available information is always accurate and useful
• Follow all booking policies and procedures to ensure that the booking processes run smoothly and the customer is satisfied
Work as a team:
• Look after and manage other team members bookings and enquiries when they are away from the office
• Provide buddy support for new team members
• Provide positive and constructive input at team meetings
Self-Development:
• Manage own self-development to ensure that product knowledge is always up-to-date
• Undertake site visits to build relationships with operations personnel and ensure familiarity with product
• Proactively prepare for 1:1 meetings and appraisals with manager
COMPETENCIES
• Results orientated
• Excellent communications skills
• Customer focussed
• Information seeking
• Teamwork and co-operation
EXPERIENCE
• Previous experience in a call centre environment, preferably within the leisure and tourism field
LOCATION
Based at Head Office in Bristol.
Core business hours 8am-6pm, flexibility may be required at times of high volume