Assistance Digital Support Coordinator

Main Purpose of Job

The SmartDelay function at Collinson aims to enhance the travel experience by providing immediate tangible benefits to travellers facing delays thereby improving customer satisfaction and loyalty. The role will also support the operations team by answering all front line calls and being able to direct theses calls accordingly and also deal with any administrative functions required by the operations department.

Main Responsibilities

Assist customers in accessing airport lounges or other services during delays

Answer inquiries about eligibility lounge locations and service availability.

Provide empathetic efficient support during stressful travel disruptions.

Monitor real-time flight data to confirm delay eligibility.

Help customers activate or register for SmartDelay services

Ensure services are delivered in line with Collinsons policies and data

Develop excellent relationships with all stakeholders

Opening faxed/emailed cases and escalating to operations for further management if required

Management of administrative tasks such as email handling reserving

Dealing with simple outpatient cases

Key Accountability

Taking inbound calls in a professional and upbeat manner

Be able to understand and execute effective sales techniques

Handle and overcome objections in a professional yet effective manner

Adhering to targets

Have full knowledge of all products in relation to the business

Have full knowledge of all systems and telephony to execute role

Develop strong internal relationships with internal & external customers

Deal with all calls in a complaint manner in line with the FSA

Work within UK Data Protection Act Guidelines

Be available to make calls as required

Provide prompt courteous and accurate responses to customer inquiries via phone email or chat.

Resolve issues efficiently including service disruptions delays or product questions.

Ensure a positive experience that aligns with the brands reputation and service standards.

Diagnose and resolve customer problems or complaints.

Escalate more complex or unresolved issues to supervisors or specialist teams.

Follow up to ensure customer satisfaction post-resolution.

Job Requirement (Person Spec)

Decision maker

Effective time manager and a person who can prioritize

Excellent communication skills both verbal and written

Can do will do attitude.

Focused behavioural style compatible to the Collinson business ethos

Ability to take ownership of problems and resolve them

Key Contacts

Medical Operations Team

Team Managers

Internal and External customers

Working Environment

Open plan contact centre. No smoking policy within the building

Working Pattern

The Assistance Digital Support Coordinator will be required to work 40 hours per week operational requirements may require flexibility in working hours and shift length. Working hours will be rostered across 7 days a week 24 hours per day. Flexibility to work hours at the weekend and Bank Holidays is also required.