Customer relations

Our department deals with all communications regarding complaints and feedback, both positive and negative. We acknowledge all complaints within 24 working hours, and investigate them before responding to the customer and resolving the situation.

We also monitor the website to make sure the information displayed is correct, and control the customer comments displayed on the website. We try to approve as many comments as possible, but we are careful not to display anything libellous or offensive.

Another aspect of our role is to be proactive in reducing the number of complaints the company receives. Our customer complaint ratio is currently the lowest it has ever been at 0.12 per cent. If a product rises above a certain ratio, we discuss this with the commercial department so they can take action and, in some circumstances, arrange a mystery shop.

This role requires a positive, patient, understanding, open-minded attitude. Situations may not be as they first appear and you need to have an unbiased approach and resolve things in a manner that is fair and equitable to all parties concerned. If we can, we like to go the extra mile to ensure the customer keeps their good opinion of Holiday Extras and is happy to book again. You need to remain cool, calm and collected and be a good clear communicator with the ability to control a call in difficult circumstances. You'll need to build up a good knowledge of our products, and a sense of humour is invaluable.

This job is great for anyone who enjoys helping people resolve problems - particularly if you like letter writing and finding the right words to sort a situation out. You'll be working with different departments in the company, and you'll also be working within a likeable team who interact well in and out of work and will always help each other.