Customer Relations Officer
ABM Facility Services UK, United Kingdom

JOB TITLE: Customer Relations Officer

REPORTING TO: General Manager

LOCATION: Manchester Airport

PAY RATE: 26,000 per annum

ROLE OVERVIEW AND PURPOSE

This position is 40 hours per week

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