Job Description
IAbout us
Roamy is fast-growing travel and events business, specialising in creating bespoke experiences to music loving travellers all over the world. Due to expansion we are delighted to be recruiting for an addition to our middle management team.
Purpose of Role
Responsible and accountable for managing the effective delivery of the day to day customer service and fulfillment tasks to deliver a best-in-class customer journey & experience for our package and ticket customers 7 days per week.
Your role will be collaborating closely with the company stakeholders and senior management team for the multiple brands [in-house and external]. You will be focused on delivering high standards of accuracy, work rate and problem solving within your team.
Customer Relations
The customer relations team is part of the engine room of Roamy, you will be responsible and accountable for the operational effectiveness of Roamy’s administrative and customer service tasks.
You will oversee the customer relations teams for our shared service brands, ensuring that your teams are identifying the customer needs and taking a proactive approach to maintain positive experiences.
Your focus will be to grow and support the customer relations team, delivering a high quality experience and hitting agreed business timescales for the following tasks;
- Customer emails and canned responses
- Social Media, Phone and Chat Support and Communications
- Setting up/Testing of website software and technology
- Customer Escalations and Complaints
- Chargebacks and Finance Queries
- Supplier and Customer Led Changes
- FAQs and Communication drafting
- Customer Journey Testing prior to launch
- Booking confirmation, cancellation, and failures
- Customer Amendments and Adhoc Requests to Suppliers
- Managing the CRM database
- Keeping informed of industry trends and new CRM
- Collaborating with internal departments to enhance the service and brand awareness
- Reporting, Tracking and Communicating online/offline channel insights
- Analyising customer feedback and responding to trends in communications
You will be responsible for providing support to the wider team, the effective delivery of customer data, reporting and you will work in a collaborative manner with our in-house teams.
Your responsibility is to document, cascade and periodically review the processes, ensuring the customer relations team is fully trained, supported and accountable for their tasks.
Relationship Management
You will be responsible for creating and managing strong internal relationships with the various departments within Roamy. You will influence and inspire the team to create and nurture their own relationship skills, and help them create alliances between the fulfilment team and our suppliers, hoteliers, ground handlers and internal departments.
Customer Experience
Our customers are at the heart of what we do, you are required to set up a programme of continuous improvement to identify new ways we can best serve them. As part of this role you will be the direct manager to the customer relation teams for both Roamy Earth and Event Horizon. Handling all HR policies, cascading information and ensuring there is a robust and accurate rota in place and when required to provide support for sign up, on sale and event/experience programmes.
Our People
Roamy has a positive workplace culture and is driven to attract talent, drive engagement to promote happiness, satisfaction and performance. You will be responsible for the staff whose tasks include ground fulfilment, customer experience and staff logistics. Your responsibility extends to include recruitment, development, scheduling of resources, work patterns in line with demand and The Group events calendar.
Responsibilities
- Implement processes in line with travel legislation, guidelines and best practice.
- Rolling out of technology solutions as agreed with the Operations Manager and Director of Operations.
- Support the Director of Operations and CEO in the delivery of other services as requested.
- To contribute to the wider management of Roamy where required
Essential Experience:
· + 2 Years team leader or management experience
· + 2 Years customer service and support
· + 2 Years administrative experience
Skills, Knowledge and Experience:
· Proven track record delivery exceptional customer service
· Experience in service & fulfilment industry of which a minimum of 5 years
· Strong verbal and written skills
· Effective communication and relationship skills
· Excellent planning and time management capabilities
· Ability to recognise when change is required
· Strong judgment and decision-making skills
· Passion, ambition, desire to achieve
· Determination and drive
· Ability to foresee the outcome and act with a hands-on pro-active approach
Competencies:
· Collaboration
· Delivering
· Engaging Others
· Drive
Job Type: Full-time
Salary: £30,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- Private dental insurance
- Private medical insurance
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Experience:
- Ticketing or Travel Team Leader [ or higher]: 2 years (required)
- customer Service: 4 years (required)
Work Location: Remote
Application deadline: 05/05/2023