Aftercare administrator
ABM Facility Services UK, United Kingdom

JOB TITLE: Aftercare administrator

REPORTING TO: General Manager

LOCATION: Manchester Airport

HOURS: 40 hours per week

PAY RATE: COMPETITIVE

ROLE OVERVIEW AND PURPOSE

To ensure the effective management of all feedback received in respect of the PRM operation at
Manchester Airport, including the provision of a professional and high-quality level of service, in order to meet the agreed SLA

KEY RESPONSIBILITIES

Manage passenger/client correspondence throughout the complaint lifecycle

• Respond promptly to requests for information from Client and Management team
• Ensure that the business maintains adherence to the relevant complaint handling timescales
• Liaise with the Operational Teams, to assist in the early resolution and logging of complaints
• Investigate and resolve formal complaints within agreed SLA
• Manage all correspondence
• Provide accurate analysis of all feedback
• Ensure the accurate recording of all feedback
• Deputise for Quality Health amp; Safety Manager if required
• Carry out any reasonable task requested in particular, supporting the Office Administration team when required.

REQUIRED SKILLS AND EXPERIENCE

Good interpersonal skills

• Excellent organisational and communication skills
• A customer focused outlook
• A positive, self-motivated character and an ability to work as part of a team
• Experience in dealing with written / verbal complaints is essential, including the extraction and identification of issues and required outcomes in order to provide suitable written responses and resolutions
• Experience of using Microsoft Word and Outlook and Excel
• Excellent literary skills and customer service skills
• Ability to demonstrate empathy when dealing with passengers
• Excellent command of English language (minimum B2 Level English requirement)

Job Rewards and Benefits