17 May

Customer Feedback Case Manager Manchester Jobs Vacancy at Manchester Airports Group Manchester

Position
Customer Feedback Case Manager Manchester
Company
Manchester Airports Group
Location
Manchester ENG
Opening
17 May, 2018 10 days ago

Manchester Airports Group Manchester urgently required following position for Customer Feedback Case Manager Manchester. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Customer Feedback Case Manager Manchester Jobs Vacancy at Manchester Airports Group Manchester Jobs Details:

Customer Feedback Agent
Salary £18,746
Permanent, Full Time 38 hours per week
The Company
MAG is the country’s largest airport group. We own and operate Manchester, Stansted and East Midlands Airports. However, our airports are so much more than the place where your holiday starts! Contributing more than £3b to the UK economy, our airports are 24/7 self-contained towns, with 6 million square feet of office space, high street shops, cafes, restaurants, parking, event locations and hotels (to name just some of our services) these are all accessed by great transport links and supported by our team of 5000+ MAG Colleagues.
We currently have an opportunity for a Customer Feedback Agent to join our small team here at Manchester Airport.
About the role
In this busy role you will deal with customer complaints and enquires generated via a variety of correspondence media. You will also Respond to escalated CEO and Senior Management complaints via written, email and telephone correspondence.
Principal Accountabilities
  • To provide excellent customer service at all times to both internal and external customers.
  • Have ownership of all customer complaints, suggestions, comments and compliments.
  • Handle Meet and Greet complaints, investigate and resolve.
  • Respond to Escape Lounge and 1903 Lounge Complaints through investigation and providing a resolution.
  • Liaise with internal departments to resolve customer complaints to a high standard within targeted and agreed SLA.
  • Ensure the CRM- Salesforce system is kept up to date by recording updates and information in relation to feedback and on-going customer/prospective customer issues.
  • Resolve complaints in an effective, timely manner whilst maintaining the highest standards of professionalism.
  • Carefully listen to and understand the customer queries, identify their needs and assist them effectively, providing a personalised customer service of a very high standard by phone, email, post or face to face if required. Then logging all outcomes on the CRM system.
  • Communicate with customers via various media, considering the customer journey at all times.
  • Handle insurance claims for MAN including security and baggage claims.
  • Supporting colleagues across the MAG group with investigation requests
  • Handling 3rd party car park responses including investigation work.
  • Responding to 3rd Party Escape Lounge enquiries and complaints including investigation work.
  • Respond to various types of feedback relating to company products and the general airport experience for MAN.
  • Be responsible for maintaining up to date product knowledge to ensure any information offered to customers is accurate and helpful.

Position Requirements
  • A Passion for delivering excellent customer service standards with a proactive and energetic approach.
  • Experience of responding to enquiries/complaints/compliments in a dedicated role within the agreed SLA.
  • Experience of drafting written complaint responses
  • Excellent communication skills -verbal and written.
  • Computer Literate including a good understanding of Excel, Word and Outlook.
  • Seeking to instil a culture of continuous process improvement and increasing customer service standards.
  • Preferred experience of working in a customer-focussed environment.
  • Problem solving skills.

As a MAG employee you will have access to some great benefits including;
  • Free on-site Airport parking whilst on duty and also when you go on holiday (subject to availability)
  • Access to “Benefits me” reward portal
  • All colleague annual bonus scheme
  • 24hour Employee Assistance Programme
  • Annual pay increase
  • Tax free airside shopping (Airside pass holders only)
  • MAG Pension scheme
  • Discounts on tram and train travel to work
  • Discounts on MAG products such as Escape Lounges and holiday parking at our other Airports

This role will involve working Monday – Friday and the team operate between the hours of 8.00am – 6.00pm. You will also be required to work one Saturday in five.
Advert will close once sufficient applications are received. Please apply as soon as possible by submitting covering letter and CV. Successful candidates must be available for interview on Wednesday 30th May 2018.
For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) - please follow this link: www.manchesterairport.co.uk/sf
MAG is the country’s largest airport group. We own Manchester, Stansted and East Midlands Airports. However, our airports are so much more than the place where your holiday starts! They are 24/7 self-contained towns, with the wider property portfolio spanning 6m square feet of office space, high street shops, cafes, restaurants, event locations and corporate hospitality (to name just some of our services) these are all accessed by great transport links and monitored by 24hr security.

MAG are a values led organisation and we are committed to providing equal opportunities in all areas of work and business. We want people to achieve their best, which will in turn positively impact on our customers and the communities in which we live and work. At MAG we empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.
As an inclusive employer, MAG wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to inform us of any reasonable adjustments you might need to enable this to happen.


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