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
