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Customer Service Advisor

We are offering a fantastic opportunity to join The Kings Ferry Group as a member of our dedicated Customer Service Team. You will be the first point of contact for our customers dealing with all enquires whilst maintaining a positive, empathetic and professional attitude towards our clients. Our Customer Service Team is focused on providing an excellent customer experience, delivering prompt, accurate and professional responses to customer enquiries submitted through our various channels (email, phone, live chat etc.).

At The Kings Ferry Group we are proud to be a multi-award winning provider of large scale travel solutions, private hire, contract and commuter services. As part of one of the world’s largest travel groups, National Express Plc- we pride ourselves on offering an unwavering focus on delivering an exceptional customer experience to each and every client- living up to our aim to place customers at heart of everything we do. Understanding our products and services is essential to the success of our Customer Service Team allowing them to deliver accurate updates, information, advice and complaint resolution. Utilising Salesforce for customer record management and work flows along with Coach Manager and bespoke customer booking systems, our Customer Service Team ensure that all bookings and requests are processed efficiently and accurately to enable to the Operations team to deliver an exceptional customer experience. 

Your key responsibilities will include:

Answering inbound calls from customers promptly and making outbound calls when required
Responding professionally to incoming emails and requests and providing resolutions
Accurately loading bookings onto the relevant systems
Arranging Eurotunnel, ferry, hotel bookings and other additional services that are sold by the Sales and Corporate Services Teams
Promote and upsell additional services
Checking client itineraries to ensure that services are delivered in compliance with Drivers Hours legislation
Generating invoices for customers and raising credits when required
Dealing with any complaints within published timeframes and ensuring effective resolutions are actioned
Liaising with Third party suppliers to obtain work tickets, driver details etc. 
Utilising the CRM system to manage work flows and cases to ensure that work is completed effectively and efficiently
Following processes for the delivery of service for Private Hires, Corporate Solutions, BD events, Third party operators and commuters   
Supporting the administration of the commuter services
Achieve personal KPIs and monthly targets

The ideal candidate will possess the following skills:
 
Must be experienced in providing an exceptional customer service 
Proven ability to build strong relationships with a range of customers, partners/Third party suppliers in order to deliver effective customer service
Ability to multitask
Proactive approach to operational requirements
Able to evidence the development of procurement category strategies, an in-depth knowledge of supplier markets and strong negotiation skills
Ability to work well as part of a team
Proven experience of working collaboratively with cross functional teams
Excellent and effective communication skills across telephone and email
Ability to work to tight deadlines, hit targets, organise and prioritise responsibilities
Ability to liaise with internal teams and external partners to deliver clients’ requirements
Enthusiastic and ambitious individual with a flexible approach to work
 
The Package:
 
Competitive salary with KPI related bonus
Company pension 
Private healthcare scheme
28 days holiday per annum including public holidays
Long service awards
Extra Miles- recognition scheme
My Staff Shop – Retail, gym and entertainment Discounts and wellbeing initiatives 
Free coach pass for you and a family member on National Express scheduled services
Cycle to Work Scheme
Employee Assistance Programme (EAP)
 
To apply please forward a copy of your CV and covering letter to sarah.hackett@thekingsferry.co.uk
 
 

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