* After Travel Business Analyst
- Location:
- London jobs
- Salary:
- Competitive
- Company:
- TUI Travel Plc
- Job type:
- Permanent jobs
- Date posted:
- 22/11/2009 18:01
- Job id:
- 45865768
- Contact:
- Please click on the 'Apply For This Job' button below.
- Ref:
- Totaljobs/LTN919
To make our customers feel special by resolving customer issues and encouraging customers to rebook with us through:
What you'll be doingBeing Customer Obsessed
- Supporting the After Travel Business Support Team Manager and the After Travel Customer Support Team to respond to circa 140,000 customer issues, through the collation and analysis of management information and along with your Team Leader, providing feedback to the business, identifying clear trends and recommendations
- Demonstrating an understanding of the reasons why our customers have contacted us to allow us to, where possible, proactively resolve issues before they are raised again. In addition support the ?After Travel Customer Support Team' to ensure our processes enable us to resolve any issues that do occur.
- Supporting your Team Leader and Team Manager to present (in a variety of formats) output of customer feedback analysis to the business in a user friendly, useful and engaging format so that this information may be used to improve the products and service we offer and to ensure the same issues don't happen again
- Supporting the After Travel Business Support Team Manager to identify steps to be taken to remove the cause of customer issues.
- Supporting the After Travel Business Support Team Manager in recommending ways of capturing and measuring data to enable customer feedback to be measure and analysed
Being Value Driven
- Identification of trends, impacting both customer service and departmental spend, and feeding this information back to the business to ensure that a pattern of continuous improvement is achieved
- Indentification, through effective reporting of customer compensation which can and has been reclaimed from third party suppliers where applicable.
Demonstrating Responsible Leadership
- Developing an understanding of Company's vision, strategy and objectives of the team, ensuring you understand the role you play in achieving these objectives
- Collating and presenting customer feed-back in such a way that it may be used to make decisions within other areas of the business.
Playing to Win
- Measuring and analysing departmental MI
- Analysing customer information and presenting it at a variety of levels (overall company, gateway, resort, head office department, retail shops)
- Feeding back to After Travel Customer Support colleagues regularly so they are aware of departmental performance and customer issue trends
- Working with manual and automated data capture
- Using the in-house customer correspondence database to access customer information where necessary and competently using Business Objects
- Supporting the After Travel Business Support Team Manager in making recommendations for future system developments to ensure MI requirements and capabilities are captured
What we're looking forKey Skills:
- Active listening
- Good communication skills (written and verbal)
- Use of IT systems/tools to identify/measure data trends and presentation of outcome
- Analytical & problem solving
- Negotiation and influence
- Organised (able to manage workload to ensure that promises to customers are kept)
- Ability to adapt to a fast paced changing environment
