Customer Service Executive

Office: London

We are looking for a Customer Service Executive who has a passion for the travel industry and a strong focus on delivering the highest level of service to guests. You will work alongside the Guest Relations Manager ensuring an exceptional standard of guest service is delivered through researching complaints and monitoring the health and safety of all Scott Dunn products.

The role will require you to be confident in dealing with guests so prior experience in guest relations or customer service is essential. Due to the health and safety element of the role any exposure to health & safety practices would also be beneficial. You must be confident in your ability to plan and prioritise your workload, have excellent organisation, high attention to detail and be able to act on your own initiative.

Responsibilities

Guest Relations:

  • Assist Guest Relations Manager during peaks and deputising during annual leave.
  • Manage the internal CRM system and speak with guests when needed.
  • Supporting Guest Relations Manager with investigating / collecting documentation for escalated claims.
  • Subject Access request
  • Credit Card chargebacks
  • Court cases

Health & Safety:

  • Manage the Health and Safety audits on hotels on behalf of all Scott Dunn brands.
  • Work with the Health and Safety audit company to carry out scheduled audits.
  • Follow up with hotels that do not complete or fail audits.
  • Work with Destination Managers to ensure properties that do not meet Health and Safety standards are removed from sale.
  • Ensure information relating to Health & Safety is updated on the internal data base.
  • Work with Guest Relation Manager to investigate and follow up on safety related issues raised.
  • Manage the Destination Management Company audits on behalf of all Scott Dunn brands.
  • Work with Health and Safety audit company to carry out scheduled audits.
  • Follow up with Destinations Management Company that do not complete or fail audits.
  • Work with Destination Managers to ensure the Destination Management Companies that do not meet Health and Safety standards are not used.
  • Work with Guest Relation Manager to investigate and follow up on safety related issues raised.

Reporting:

  • Work closely with Head of Sales Operations to provide relevant updates on Monthly Board Slides.
  • Devise and circulate regular reports to Destination Managers, Sales and Management.
  • Work with the Senior Management Team to carry out Root Cause Analyses.
  • Owner of Fam Trip Workflow
  • Creating, documenting and managing procedures related to Fam trips

Essential skills

  • A passion for travel
  • Experience in a customer service or guest relations role
  • Excellent attention to detail
  • Proven organizational skills

Benefits

We offer very competitive salaries and a great benefits package including the following:

  • 23 days annual leave
  • Hybrid working pattern with minimum of 3 days per week in the office
  • Contributory pension scheme
  • ‘Cycle to work’ scheme
  • Subsidised private healthcare
  • Company loyalty scheme
  • Travel insurance