Reporting to the Customer Relations Manager, The Customer Experience Executive is responsible for monitoring, reporting on, engaging with and taking ownership of all public facing online customer feedback. In addition, the role will involve offering support to the post-travel customer service team for a number of hours each week dependent on respective workloads.
Whilst taking sole responsibility for monitoring and responding to online feedback, the role will involve significant liaison with staff of all levels in all departments (particularly Sales, Customer Care and Marketing) as well as partners such as travel providers and online rating platforms (Feefo and TrustPilot).
Using applications such as Hootsuite, monitor and respond quickly to feedback about a customer's experience received 'organically' via Facebook, Twitter and online forums.
Monitor and quickly respond to invited feedback via the Feefo and TrustPilot platforms.
Provide regular reports and updates to the business in respect to online ratings.
Work with online rating platforms to solve any problems that may arise or to improve effectiveness of their services.
Working closely with Marketing, provide feedback that could be used in promotional materials.
To develop strategies to maximize the benefits of online feedback. Liaise with any area of the business as necessary to be able to portray a slick and knowledgeable position in response to any scenario.
A key role in developing the business' policies in respect to Social Media.
Location: Wimbledon or Portsmouth