Executive Relations Officer

Recruitment Avenue; Leicester; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking an Executive Relations Officer for maternity cover. In this pivotal role, you will handle complex customer queries and ensure that high standards of service are maintained. You will work closely with senior management and legal teams, manage VIP reservations, and support the overall customer service strategy. Your ability to solve problems and communicate effectively will be crucial in delivering a premium experience to our clients. If you are passionate about customer service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in a Customer Services department is essential.
• Strong problem-solving and decision-making skills required.

Responsibilities

• Manage escalated cases and provide high-quality service to customers.
• Ensure a premium experience for clients and meet KPIs.

Skills

Customer Service Experience

Complex Problem-Solving Skills

Communication Skills

Decision-Making Skills

Attention to Detail

Ability to Work Under Pressure

Customer-Focused Approach

Job description

Role: Executive Relations Officer (Maternity Cover)

The Business Services/Customer Services department based at the companies Head Office focuses on providing professional complaint handling to all Consumers, Tour and Corporate customers.

As an Executive Relations Officer, you will be responsible for investigating and handling all Management, Board and UK Senior Management team for live/post rental queries and reservations.

In addition, you are responsible for managing escalated cases sent via BVRLA; the ECRCS and via the Small Claims Courts. You will ensure they are fully reviewed and consistently worked to the highest standard of quality.

Liaising with our external and internal customers and partners to provide a positive outcome to our customers.

Responsibilities:

1. End to end ownership (acknowledgement, investigation, resolution and necessarily follow up) of all Execom, SMT, Small Claims, ECRCS, BVRLA, Social Media and Privilege queries that are allocated.
2. Management of VIP reservation requests including support of customers who previously complained to Execom/SMT for their future rental requirements.
3. Ensure a premium experience for our clients by understanding their objectives, key requirements and ensure that the company delivers against them.
4. Support the creation of frequent reporting for Execom/SMT to create a transparent view of outstanding and completed activities.
5. Deliver a customer focused, responsive, consistent and high-quality service for our customers to achieve challenging KPIs and agreed Service Level Agreements.
6. Work together with internal/external teams to provide solutions for customers.
7. Maintain and update product knowledge in order to provide effective service and advise customers correctly.
8. Ensure any system issues/contract discrepancies are brought to the attention of your line Manager at the earliest opportunity.
9. Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area.
10. Support the wider Customer Service team with both knowledge and case working as time allows.
11. Work with Legal on small claims queries and represent in court on behalf of the company.
12. Manage all Privilege queries in line with the procedure and liaise with ECI when assistance is required.

Key skills required:

1. Experience of working within a Customer Services department.
2. Complex Problem-Solving Skills.
3. A confidence to discuss complex topics with the Senior Management Team/Management.
4. Board/Legal Department and our governing body.
5. Ability to work in a pressurised environment working quickly and effectively to meet required standards.
6. Excellent verbal and written communication skills.
7. Very good decision-making skills.
8. Accuracy and attention to detail.
9. An ability to manage own workload and meet deadlines.
10. A calm and friendly customer-focused approach with the ability to resolve issues and restore the customers’ faith in the company.
11. A naturally helpful, outgoing, confident, friendly and enthusiastic approach to their work and their colleagues. A ‘can do’ approach to going the extra mile for all customers.
12. Portrays an excellent customer focus and professional image at all times.