Customer Service Senior Agent

CAVU

Job Title: Senior Customer Service Agent

Location: Manchester Airport / Hybrid

Permanent, Full time

 

About CAVU:

For airports, for partners, for people. We are CAVU. 
 

Formed from the union of MAGO, MAG USA and our network of direct-to-consumer brands - who together drive market leading passenger spend for airports across the world - we have combined our resources to address evolving passenger needs today and exceed them as we move forward into tomorrow

From our revenue accelerating single platform technology, Propel, through to our world class hospitality venues including Hangar, 1903 and Escape Lounges - our solutions make travel more seamless and enjoyable for passengers and more profitable for our clients and partners. 

Our name is taken from the aviation, meteorology term, ‘Ceiling and Visibility Unlimited’, which designates the perfect flying condition. 

More than just a name, CAVU is our mindset. It represents all that we stand for. Our proud aviation heritage, our drive to push boundaries, and the very essence of what we do: creating seamless, enjoyable travel experiences for airport passengers.  

Together, we can reach new heights. Together, we are CAVU  

About the role

As a self-motivated individual, you will serve as the Senior Agent for the inbound sales team, supporting the team manager with day-to-day running of the team, support with escalations, reporting, and general team well-being. You will also provide support to the team by handling emails and calls when required.

Key Responsibilities:

• Becoming a product expert.

• Maximise customer satisfaction by providing world-class customer service and promoting relevant products and services.
• Providing insight on products and services to the Commercial and Development Teams to shape targeted promotions and offers.
• Maintaining CRM systems for callbacks and responding to enquiries.
• Supervising the customer service team.
• Ad-hoc reporting.
• Assisting the team manager with the day-to-day running of the team, escalations, reporting, and team well-being.
• Providing support to the team by handling emails and calls.

Key Skills:

• Customer service experience in a telephone, live chat, email.
• Highly focused with excellent customer service skills.
• Excellent communication skills, both written and verbal.
• Computer literate with high-level word processing skills.
• Organised with the ability to manage a demanding workload.
• Self-motivated, with excellent time management skills and the ability to work within a small team.
• Goal-oriented with a passion to succeed and a competitive attitude.
• Professional, credible, and career driven.
• Flexibility to go the extra mile to achieve personal and team targets.
• Experience in both inbound and outbound call handling.
• Supervisory experience or the ability to effectively lead a team.
• Strong problem-solving skills and the ability to handle escalations.
• Proficiency in managing day-to-day operations and supporting team members with their tasks

What’s in it for you?

This is a great opportunity to join a growing company and be involved in a great variety of work, as we continue or expansion.

The Perks:

• 25 Days Holiday, with the option to buy up to 10 more 
• 10% Company Pension 
• Annual Bonus Scheme 
• 2 Weeks Work From Anywhere 
• MediCash Programme 
• On Site Gym 
• A Host of Flexible Benefits & Discounts 

ED&I at CAVU

We are an equal opportunities employer. At CAVU we know that diverse teams are more likely to have greater innovation, creativity and understand of our customer needs.  These are many of the things we are passionate about at CAVU.

Did you know that some demographics may be less likely to apply to job adverts than others?  For example, women are likely to apply only if they fit all of the skills listed.  If you’re reading this and perhaps don’t tick every skill then please still make yourself known to CAVU.  We’d love to hear from you.


We also want to ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, therefore please contact us to request assistance.

Sound Interesting?  Please apply via the link

CAVU