Customer Relation Executive

Customer Relation Executive

Who we are

Our aim is to make travel easier for millions of customers every year providing them with a ground transportation solution, anywhere and everywhere in the world.

Holiday Taxis Group is a rapidly expanding global organisation. We make travel easier for millions of customers every year – providing them with a ground transportation solution anywhere and everywhere in the world. We pride ourselves in providing great value pre-bookable products including private taxis, limos, and minibuses; shared shuttles; helicopters and water taxis without a compromise on quality.

Main purposes of job

• To be the main point of contact to our key customers, sup-porting them with all aspects of their booking management.
• You will get to know our customers in detail, understanding their own value proposition and how transfers play a part in their business growth and development.
• You will be a spe-cialist for your accounts, responsible for our overall adher-ence to SLA’s, listening to feedback and ensuring your cus-tomers feel fully supported.
• You will be responsible for op-erational account management, taking accountability for is-sue resolution and sharing insight and analysis on any issues faced, to improve process and performance.
• You will have the autonomy to work collaboratively with customers to re-solve booking issues, reporting back on any relevant points into the business.
• This will include then liaising with inter-nal stakeholders to obtain and then share feedback around any performance concerns customers might have, such as a specific destination complaint ratio and associated updates on action plans etc

Key tasks

• Acting as the key contact for specific customers, making sure all tasks are being supported as needed by the teams and if required helping directly in those processes.
• Regularly meeting with customers and listening to their feedback, building up great operational partnerships to sup-port business growth.
• Accountability for your key customer SLA’s being upheld at all times, liaising with stakeholders within Operations to en-sure that happens.

Key results/objectives

• All aspects of customer SLA’s are met, across all channels and issue types.
• Customer NPS
• Achievement of targeted individual KPI’s around response rates on your own cases.

Equal Opportunities:

HolidayTaxis Group Ltd is an equal opportunities em-ployer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
All applicants must have the right to work in the UK.