Customer Care Advisor

Alfa Travel; Chorley; On-site; GBP 29,000; Full time

Job summary

A well-known travel and hospitality company in Chorley is looking for a Customer Care Advisor to join their Central Office. The ideal candidate will manage customer queries and complaints through various communications. The position requires strong interpersonal skills, resilience, and a customer service orientation. Employees benefit from competitive pay, annual reviews, and support for training. This employee-owned company offers unique job security and perks like annual leave and discounts on holidays.

Benefits

Bi-annual tax-free dividend

Funding for training courses

30 days annual leave

Employee assistance programme

Pension contributions

Qualifications

• Experience in a similar customer care role preferred.
• Knowledge of the hospitality and travel industry is desired.

Responsibilities

• Handle customer queries and complaints via various channels.
• Liaise with departments and external operators.
• Provide timely customer resolutions and escalate issues when necessary.

Skills

Confident telephone manner

Excellent interpersonal skills

Strong organisational skills

Problem solving ability

Knowledge of Microsoft Office

Resilience

Job description

Alfa Leisureplex Group has an opportunity for a Customer Care Advisor to join the team at our Central Office in Buckshaw Village, Chorley.

Customer Care Advisor working hours :

As a full time Customer Care Advisor, you will work a minimum of 37.5 hours per week over 5 days Monday to Friday, with a salary of £28,350 per annum.

Customer Care Advisor responsibilities :

As a Customer Care Advisor you will be working as part of a small team, reporting to the Customer Care Manager. Your main responsibility will be to handle customer queries and complaints via telephone, email and post, providing a suitable outcome within a set time frame. This will often involve liaising with other departments, hotel managers and external third party operators.

A key part of your role will be to handle complaints timely and effectively, escalating any major issues and assisting the operational teams with any live situations.

Our idealcandidate :

Essential Skills :

• Confident, polite and professional telephone manner
• Excellent interpersonal, customer service and communication skills – face to face, on the phone and written
• Great organisational skills and decision making
• Problem solving ability and information gathering
• Good knowledge of Microsoft Office (Particularly Word, Outlook and Excel)
• A positive ‘can do’ attitude
• Resilience and enthusiasm for fixing problems
• An ability to empathise to provide the best possible customer resolution

Desirable Skills :

• Experience in a similar customer care role
• Knowledge of the hospitality and travel industry

Benefits of being an employee owner :

• Bi-annual tax-free dividend due to our employee-owned status (circa £1,500 in 2024 FTE)
• Funding for any relevant training courses to aid your development
• Job Security – our employee-owned status provides better job security, as we can't be sold to another company
• 30 days annual leave including bank holidays, with a flexi time scheme in operation
• Support and continuous development opportunities
• Competitive occupational sick pay scheme
• Fantastic discounts on our holidays and hotel stays
• Employee assistance programme - Health Assured
• Length of service rewards
• Build your pension – we have a pension scheme in place that the Company contributes towards
• Reward, recognition and engagement programs
• Annual pay reviews in April each year

The Alfa Leisureplex Group is one of the UK’s most highly respected coach holiday and hotel companies with a consolidated turnover of over £70 million per year. We are the UK’s only employee-owned Travel Group and our brands include Leisureplex Hotels and Alfa Travel. Our mission is to provide high quality memorable holidays for our guests.

Leisureplex Hotels own and operate 25 hotels in the UK’s most popular seaside locations. We have a combined bed stock of over 2,000 rooms and achieve strong all year-round occupancies due to our sister brands Alfa Travel, plus our links to other coach operators and group organisers.

You would be joining the group during an exciting period as we continue to see significant growth in the number of customers choosing to holiday with us each year. As an employee-owned business with almost 1,000 employee owners, we see our people as our most valuable asset in growing our business and continuing to provide a high-quality service to our customers.

If you feel you have the necessary skills and experience to be successful in this Customer Care Advisor role,