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- Tasks: Help airline passengers with damaged luggage claims via phone and email.
- Company: Join a dynamic international team focused on customer satisfaction in the aviation industry.
- Benefits: Enjoy a temp-to-perm role with potential for growth and development.
- Why this job: Be part of a supportive team, making a real impact on customer experiences.
- Qualifications: Fluent English, basic MS Office skills, and GCSEs in Maths and English required.
- Other info: Office-based role with opportunities to develop your career in a fast-paced environment.
The predicted salary is between 24000 - 36000 £ per year.
Our international client urgently requires a Call Centre professional to join their team on a temp-to-perm basis. You will efficiently and professionally facilitate, decide upon, and communicate the settlement of aviation damaged luggage claims in line with:
- Company Behaviours, policies, and KPIs
- Client requirements
- Legislative requirements (e.g. MC99, GDPR)
Key Accountabilities:
- Client airline damaged luggage settlement
- Aviation customer contact, via phone and email, remaining compliant with all policies and requirements
Role Challenges:
- Peer relationship management, within the framework of the Company Behaviours and policies
- Inter-departmental communication - to ensure that the path to claiming settlement is as efficient as possible
- Client and supplier relationship management - ensuring constant compliance
Role Requirements:
- Fluent or native written and spoken English - essential
- Basic MS Office skills - essential
- GCSE (or equivalent) in Maths, English - essential
- Experience in an airport or airline operation - desirable
- Experience in an operational call centre environment - desirable
- Experience in a high-pressure, fluid sales environment - desirable
- Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR)
- Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times
- Contacting airline passengers via phone and/or email in line with airline contractual requirements
- Issuing final settlement of claims within the parameters defined by the airline contract and/or the Montreal Convention (1999)
- Ensuring that the final settlement is in the best interests of the client airline and company, whilst maintaining passenger satisfaction
- Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
- Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action
- Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision making
- Team player with excellent verbal skills and a keen eye for detail
- Able to cope under the pressure of a service recovery situation, dealing with the public by Company Policy when in a stressed frame of mind
- Adaptable and resilient
INTERESTED? APPLY NOW
Call Centre Advisor employer: Parkside
Contact Detail:
Parkside Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Advisor
✨Tip Number 1
Familiarise yourself with the aviation industry, especially regarding luggage claims and the Montreal Convention. Understanding these regulations will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Practice your communication skills, particularly over the phone. Since this role involves a lot of customer interaction, being able to convey information clearly and empathetically will set you apart from other candidates.
✨Tip Number 3
Showcase your ability to handle high-pressure situations. Prepare examples from your past experiences where you've successfully managed stress or resolved conflicts, as this is crucial for a Call Centre Advisor.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Call Centre Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre environments, customer service, and any specific skills related to aviation or luggage claims. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and ability to handle high-pressure situations. Mention your understanding of compliance with policies and legislation, as well as your enthusiasm for the role.
Showcase Relevant Experience: In your application, emphasise any previous roles where you managed client relationships or worked in a fast-paced environment. Provide examples of how you successfully resolved customer issues or improved processes.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Parkside
✨Showcase Your Communication Skills
As a Call Centre Advisor, effective communication is key. Be prepared to demonstrate your verbal and written skills during the interview. Practice articulating your thoughts clearly and concisely, as this will reflect your ability to handle customer interactions professionally.
✨Familiarise Yourself with Relevant Legislation
Understanding the Montreal Convention and GDPR is crucial for this role. Brush up on these regulations before your interview, as you may be asked how they apply to handling aviation damaged luggage claims. Showing knowledge in this area will highlight your preparedness and commitment.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities under pressure. Think of examples from past experiences where you successfully managed difficult situations or resolved customer complaints. This will demonstrate your capability to cope in a high-pressure environment.
✨Highlight Your Teamwork Experience
This role requires strong inter-departmental communication and teamwork. Be ready to discuss your previous experiences working in teams, especially in call centre or operational environments. Emphasising your ability to collaborate effectively will show that you can thrive in their team-oriented culture.
