Customer Care Manager

Join as a Customer Care Manager where you will be responsible for improving relationships with a wide range of stakeholders, partners, charities and passengers. This exciting new role will allow you to see the value in maximising the relationships to maintain a good reputation.

• Working in partnership with our Services team, who manage the relationship with the partner/s and airlines, you will be the voice of the customer.
• Working collaboratively with our partner/s you will support the development of our processes, procedures and root cause analysis of all compliments and complaint information. This is to include the management and reporting on all complaints and compliments received.
• You will be the first line response for all Executive customer concerns via all incoming avenues and signposting the customer to the next course of action.
• You will respond and resolve customer complaints that are escalated from other parts of the business, in line with the company's complaints procedures and considering relevant regulation and legislation.
• Represent the voice of the customer and set the tone for a customer-focused, thoughtful environment.

• Exceptional customer focus / engagement / stakeholder management skills
• The ability to work under pressure whilst maintaining quality outputs
• Problem-solving, logical mind-set and the ability to troubleshoot technical problems
• Strong communication and presentation skills with the ability to work to demanding and strict deadlines
• Experience working within regulatory guidelines and timeframes
• A good understanding of complaints management processes