Customer Feedback Agent

TN United Kingdom; Manchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

MAG is seeking a Customer Feedback Agent to enhance customer experience by providing excellent service and resolving queries. The role involves communication through email and phone, utilizing Salesforce for tracking interactions. Successful candidates will demonstrate strong communication skills and a proactive approach to problem-solving in a fast-paced environment.

Benefits

Flexible pension plan

Free parking

Subsidised public transport

Company discounts

Qualifications

• Excellent verbal and written communication skills.
• Prior experience handling enquiries and complaints.

Responsibilities

• Provide excellent service to customers via email and phone.
• Resolve customer issues according to guidelines.

Skills

Communication

Problem-Solving

Tools

Salesforce

Excel

Word

Teams

Outlook

Job description

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At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 10%) that you can change to suit your personal needs
• Free parking
• Subsidised public transport
• Huge range of company discounts

The role

As a Customer FeedbackAgent at MAG, you will be the voice of our company and provide excellent service to our customers who have questions, concerns, problems, or who want to purchase a product or service. You will resolve their issues according to our guidelines, communicating with them primarily through email with occasional phone calls. You will also keep track of your interactions with customers using our database system (Salesforce) and protect their privacy and security. You will work closely with the Customer Feedback Manager to improve our customer experience and deliver a first-class service, following our standards of work, behaviour, and appearance at all times.

What will make you successful in the role?

To be a successfulCustomer Feedback Agent at MAG, you will have excellent verbal and written communication skills and be computer literate including a good understanding of Excel, Word, Teams and Outlook. The successful candidate will ideally have prior experience handling enquiries, complaints, and compliments in a clear, professional, and timely manner whilst working within a fast-paced environment. You will also need to be friendly, confident and proactive in problem-solving and meeting deadlines, both in a team and independently. You will represent MAG's brand and reputation in every customer interaction, dealing with queries across the whole customer journey.