Call Centre Administrator

Our client requires an experienced, customer-focused individual to join their team on a temporary-to-permanent basis. Overall

Purpose:

Accurate updating and maintenance of files and data related to airline damage pilfer reports (DPR) Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into company database, always ensuring accuracy 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 Ad hoc, but reasonable, requests from supervisors or management or client

Key Accountabilities:

Airline DPR claim settlement Using the phone or email as appropriate Settling aviation damaged luggage claims in line with the Montreal Convention (1999) and/or client airline requirements under contract Claim settled in line with airline requirements Audited files demonstrate the most cost-effective settlement used
- Internal KPIs met Audited calls meet documented criteria, including but not limited to DPA, PCI DSS 85 Data entry Airline DPR files
- Collections
- Deliveries
- File received via email. Information entered DBS without error Logistics partner receives information regarding collection and/or delivery without error Customer receives correct settlement, as agreed Skills/

Experience:

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 Interested? Please Apply