Red Funnel

Job Description:

This position carries responsibility for applying best practice in managing, monitoring and improving customer experience levels across the business. Reporting to the Sales & Marketing Director, the post-holder will take a pro-active role in developing and maintaining a customer centric culture to deliver consistently high levels of consumer satisfaction.  

Main Duties:

1.    To communicate to staff at all levels the importance of delivering a high and consistent standard of customer service. To be proactive in ensuring the customers experience at every ‘touch point’ meets and preferably exceeds expectations.

2.    Develop and implement a Customer Charter in line with best practice in the travel/transport sector.

3.    In conjunction with Human Resources, Departmental Heads and Safety functions appoint and develop Customer Champions to help own, manage and deliver a consistently high standard of customer service across the business. Work with Customer Champions on a continuous basis to ensure buy-in from staff at all levels. Organise regular meetings to review progress and agree future initiatives.

4.    To analyse customer feedback (comments, suggestions and complaints), view trends and deliver factual based advice to drive product and process changes to improve the overall customer experience. Establish a set of key performance indicators (KPI’s) for monitoring customer satisfaction levels on a continuous basis by area. Ensure stakeholders receive effective and detailed feedback and prepare a monthly board report analysing trends, non-conformities and key action points.

5.    Manage and develop the Company’s complaint handling process and procedures to ensure written and verbal complaints are responded to in a timely, appropriate and professional manner. Specify the functional requirements for a new complaint handling system using Red Funnel’s SalesLogix platform linked to the CRM database.

6.    Develop guidelines to enable department heads and supervisory staff to respond to common types of complaints in a fair, consistent and uniform fashion. Guidelines to include compensation levels where appropriate and to be reviewed on a regular basis.

7.    Design and implement systems for collecting and analysing customer feedback and comments both online, at the terminals and onboard the ships.

8.    Conduct regular customer market research using focus groups and questionnaires to monitor customer experiences and satisfaction levels with the brand, its products and its services. Research findings to be benchmarked against industry and competitors standards and communicated to stakeholders.

9.    Assist with customer communications, particularly in relation to changes made to existing services or the launch of new products to ensure adequate notification and accuracy and consistency of message. Monitor and analyse any resulting complaints or feedback and ensure lessons are learned.

10.    Work closely with the Company’s marketing and health and safety functions to ensure compliance with regulatory requirements and statutory responsibilities relating to products and services, including those provided by third parties.

11.    Promote and maintain close, positive and productive inter-departmental relationships.

12.    Develop and foster the advancement of the team and those in front line customer service positions by identifying training needs.

13.    Be prepared to represent the Company in situations where a complaint ends in arbitration or a court hearing.

In addition to the duties and responsibilities listed, the jobholder is required to perform other duties assigned from time to time.

All employees are required to accept responsibility for personal development within the scope of their role, and to encourage the development of others.

Working Conditions:

Based primarily in Bugle Street but required to spend a significant amount of time at all operational locations. Hours of work Monday to Friday as per contract of employment. There may be a requirement to work additional hours during busy periods.

Key Skills & Experience Required:

1.    Proven managerial or supervisory experience in a similar role, preferably in the travel, transport, leisure sector.
2.    Must have excellent written and verbal communication skills and be a good listener.
3.    Must have excellent people management skills with the ability to lead, persuade and motivate staff at all levels.
4.    Must have good organisational abilities and time management skills. Be able to work under pressure and prioritise.
5.    Must be self-motivated and a team player.
6.    Must have good reasoning and analytical skills.
7.    Must be computer literate and have working knowledge of MS Office suite of programs. CRM experience would be an advantage.
8.    Aptitude for defining problems, collecting data, establishing facts and drawing valid conclusions.
9.    Knowledge of travel related legislation and knowledge of consumer law is advantageous.