Job Description

The role is to provide a positive customer experience to those travelling through the Airport; whilst also providing administrative support for our Transportation and Operation Support departments. You’ll be responsible for creating a positive customer experience through professionally responding to customer feedback and complaints; resolving them effectively and sharing customer insights to support continual customer experience improvements.

• Work closely with our Customer Manager to reduce the number of complaints by mapping common trends from the data captured and putting in place solutions to address these
• Gather feedback & suggestions for improvements in the time taken to resolve complaints & implement new procedures to be followed whilst mapping the success of these changes
• Seek to improve the insurance claim process by streamlining the procedures and aim to reduce the time taken to process these claims
• Assist with process improvements in response to customer insights and monitor how these impact on customer satisfaction
• Be a visible champion for excellent customer service, generating high levels of satisfaction through all interactions with customers and stakeholders.
• Collate data on complaints in relation to different companies, areas and seasonal variances
• Build strong working relationships across the Airport, including Business Partners, enabling mutually acceptable, robust and sustainable complaint resolutions.
• Undertake customer trend analysis, tracking the variations to deliver consistently accurate and informative data to share with the management team
• Investigate insurance claims from customers and report outcomes to the responsible manager for outcome and arranging payment of compensation as appropriate
• Respond to customer and stakeholder queries through the switchboard and social media channels as required; including management of customer bookings
• Support the Customer Relations Manager with projects and additional tasks as requested

We’re committed to providing our employees with a broad range of rewards and benefits:

• 25 days annual leave (increasing to 29 days with service)
• Pension with generous employer contribution
• Group Life Assurance (6 x salary)
• Cycle to work scheme
• Employee Assistance Programme
• Performance Related Bonus scheme
• Free on-site gym

Required Knowledge, Skills, and Abilities

• A strong communicator, with the ability to forge effective, collaborative working relationships at all levels
• Good organizational and time management skills, with the ability to prioritise appropriately
• A resilient and tenacious nature with the determination to adhere to strict deadlines
• Strong customer service ethic and proven ability to successfully resolve difficult situations
• A strong track record of completing all work to a consistently high standard, demonstrating close attention to detail
• Adaptable to challenge and change
• Highly self- motivated and professional in approach at all times
• Proven experience of effectively managing complaints across all media sources
• Well-developed IT skills, with expertise in manipulating data and presenting findings
• Proven experience of critical thinking and pragmatic problem-solving ability