Responsible for the implementation of operational processes relating to debt and administration within holiday sales, to manage all tasks in line with the Parkdean Resorts business guidelines. Work towards team KPIs, while providing a high level of service with both internal and external stakeholders.
Job Description
Monitor multiple inboxes and process requests relating to refunds, payments and general booking related enquiries.
Proactively contact guests to ensure collection of outstanding balances prior to holiday arrival. Work closely with parks to ensure collection of remaining balances for guests on park.
Work the end-to-end process for chargebacks, ensuring that they are correctly tracked, disputed and allocated to bookings- this will involve communicating with relevant banks and the internal Finance Team.
Work towards several team KPIs, while maintaining an excellent level of customer service to both internal and external stakeholders.
Quality check bookings against internal processes including sales, upgrades, cancellations, and refunds.
Batch and organise all holiday confirmations whilst promoting reduction of white mail use.
Run and maintain a number of business reports, ensuring accuracy, and providing detail to a wider audience in an easy-to-read format.
Liaise with internal departments to highlight trends, and provide regular feedback to highlight improvement areas.
Support with training park and central staff to support improvements.
Person Specification
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Experience working in an administration or process function.
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Customer service experience.
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Experience working with Microsoft packages, including strong Excel skills.
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Experience of demonstrating an organised and methodical approach.
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Process driven.
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High attention to detail.
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Passionate about delivering quality work and service levels.
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Customer service focus.
