Customer Care Coordinator - Matlock

Customer Care Coordinator - Matlock

YHA is a charity. Each year we welcome nearly 1 million people and we work with 500,000 children and young people through stays in our 150 amazing youth hostels, adventure in our activity centres, and through our leading work in volunteering, traineeships, apprenticeships and youth employment. We have a thriving schools programme, and work with partners to support access for those children and families who have challenging lives. We are the leading affordable accommodation provider, with world class feedback from those who visit us.

YHA has a fantastic National Office based in Matlock, Derbyshire.  This central hub of support functions has its very own Central Sales Team with several teams working to generate bookings for our hostels from groups, families and individuals.  We are currently looking to recruit a Customer Care Co-ordinator reporting to the Central Sales Service Manager.

Our Customer Care Team responds to all customer complaints and feedback promptly and professionally and is key in enhancing the perception of YHA to our guests and members.  You’ll handle complaints via telephone, e-mail, post, third party websites and social media, with the aim of simultaneously resolving issues and increasing customer loyalty. Your role will support YHA in achieving our charitable objectives by providing our customers with an exceptional service.

You will:

-          Give our customers a positive experience of YHA

-          Focus on continuous improvement

-          Manage Compliance

-          Support the performance of your team

-          Provide excellent customer service

The ideal candidate for the role of Customer Care Co-Ordinator will have:

-          Good Numeracy and literacy skills with the ability to process information accurately

-          Excellent IT skills (ideally Microsoft Office)

-          Excellent telephone manner

-          Ability to handle difficult situations

-          Experience of working as part of a team, working well with others and building working relationships quickly

-          Proven ability of managing varying pressures

-          Experience working in a service environment, working to targets and deadlines

-          Knowledge of YHA and its customer base

-          Experience of working in a customer focused industry, including complaint handling

-          Understanding of Customer Relationship Management (CRM)

Our Central Sales function operates from 8am to 6pm Monday to Friday, 9am to 5pm on Saturdays and 10am to 4pm on Bank Holidays, therefore flexibility to work on a rota basis during these hours is essential.

What can we offer our Customer Care Co-Ordinator in return for your hard work and commitment to YHA:

-          Health & Well-being; BUPA health cash plan, discounted gym membership, cashback and discounts at hundreds of high street/online shops

-          Work & Development; Flexible working opportunities, support with continual learning and development, a generous annual leave allocation

-          Unique to YHA; The chance to work in amazing locations, 10 free Hostel stays per year (for you and up to three guests), 5 days volunteering per year, FREE YHA Membership and more!

Does this Customer Care Co-Ordinator role sound like a great opportunity?  Would you like to provide exceptional service? Then don’t delay APPLY today!

Additional Information:

Full-time or part-time candidates can be considered for this role.

Job start date:

Job end date:

No. of Vacancies: 1

Working hours: 37.5

Accommodation is not provided as part of the contract

All roles are subject to a minimum of a basic DBS check.