Customer Support Advisor in Edinburgh

Reporting to the Customer Support and Insights Manager, the Customer Support Advisor connects with customers wherever they want to be met and ensures that their queries, compliments, complaints, and feedback are heard. The aim is to have good conversations that convert into great experiences.

As a Customer Support Advisor, you will be responsible for feeding the voice of the customer back to the relevant stakeholders. You will be responsible for 1-2 areas of ownership and will contribute to the measure of customer satisfaction and shaping of continuous improvement strategies.

The Customer Support Centre is live between the hours of 7am and 6pm, advisors work 8 to 9 hour shifts between these hours on a rolling roster basis. Advisors work 1 in 5 weekends with occasional AL cover.

What you’ll be doing:

• Effectively and efficiently respond to customer contact within agreed KPI’s and SLA’s over multiple channels including live-chat, email, phone call, 3rd party review sites and social media, whilst recording all required data elements and following established procedures.
• Investigate, respond to and close customer complaints in relation to the airport journey or product experience (e.g., car parking, fast track) and work with relevant stakeholders to review CCTV footage or data records e.g., eGate or ANPR timestamps.
• Work with the Environmental Noise Advisor to understand, investigate and respond to customer contact in relation to the airport flight path and associated noise.
• Champion at least one feedback stakeholder area where you will lead monthly/quarterly meetings. Using the most up-to-date customer contact reports, data, and surveys, you will provide insight into satisfaction, sentiment, wants and desires. You will also provide suggestions for continuous improvement to stakeholders and relevant projects.
• Provide off-season support to relevant stakeholders where necessary such as: volume recruitment, holiday decorations, and industry benchmarking.

What we’re looking for:

• This role requires the successful candidate to obtain a Counter Terrorist Check, so you must have been living in the UK for the last 3 consecutive years.
• Essential: Excellent interpersonal skills and ability to build positive relationships with customers and business stakeholders.
• Essential: Strong ability to communicate effectively verbally and in writing, with great telephone manner, high energy, and ample enthusiasm.
• Essential: Attention to detail, ability to prioritise, and effective time management skills.
• Essential: Ability to work independently and self-manage priorities where required.
• Essential: Tech savvy, comfortable administering and switching between multiple systems.
• Desired: Experience in Hospitality, Travel and Tourism, or a related discipline.
• Desired: Understanding of airport operations and processes impacting the passenger journey.
• Desired: Experience working with customer relationship management (CRM) platforms e.g., Zendesk, Salesforce, and/or social media platforms e.g., Twitter, Facebook.
• Desired: Confident user of Microsoft Office software incl. PowerPoint, Word, and Excel.
• Desired: Experience working in a Support Centre environment.

What we’ll offer you:

• Pension scheme - employer contributions can be up to 7%.
• 32 days holiday, based on full time roles, increasing with service.
• Annual discretionary bonus.
• Supporting your health and wellbeing - private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services.
• Free car parking on site and when you go on holiday.

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll support and encourage this every step of the way. We offer in-house and external training, both role specific and based on your objectives.

As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.

We work with Inclusive Employers, who are a leading organisation for employers committed to prioritising inclusion. We are supported by them through leadership workshops, a variety of resources and webinars, demonstrating our commitment to an inclusive workplace and ensuring all our employees feel valued.