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Employment Type:
Full time
Job Category:
Customer Service
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Flybe and Sitel - Customer Relations Advisor
Sitel | Exeter, California
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Job Description

About Us

We have a fantastic opportunity for enthusiastic, passionate and motivated individuals to join become part of our successful Customer Relations Team. Your role will be to take ownership of customer complaints, queries and questions (post-flight primarily) via telephone, email and white mail and bring about positive outcomes and resolutions. We want to hear from people who take pride in turning a challenging situation into a positive one, ensuring brand loyalty via outstanding customer service. Your mission will be to continue to promote and improve the Flybe customer experience and provide a 'One Stop Shop’ for any customer situation.

Job Summary

  • Handling and processing customer feedback received via all channels proactively in accordance with the company’s service standards and policies
  • Responding to customer contact in a variety of means following investigation
  • Effectively handling customer objections and dissatisfied customers
  • Deal with customers via telephone, delivering excellent customer service in a dynamic and fast paced environment
  • Resolve all queries/complaints within remit without escalation, and promote positive outcomes for all customers
  • Effectively and proactively administer all systems with accurate and up to date customer information
  • Support other teams during busy periods to ensure all service level agreements are fulfilled, ensuring a team centric environment

Primary Job Responsibilities

  • Excellent organisational and prioritisation skills
  • Strong customer handling skills and negotiation skills, with the ability to handle conflict effectively
  • Effective problem solving skills with the ability to handle objections
  • An assertive, can do attitude with the ability to make decisions
  • Ability to work accurately under pressure within set guidelines/procedures
  • Strong literacy and written communication skills
  • Ability to work autonomously using own initiative
  • Proficient in use of MS Office

About the client

As Europe's largest regional airline, Flybe operates over 180 routes to 65 European airports, carrying over 7.5 million passengers in 2013. They are an award winning airline, going above and beyond to offer their customers a hassle free travel experience at all times. The role Sitel have a number of exciting opportunities as Social Media Advisors to join our multiple award winning contact centre based in the heart of Exeter city centre, representing Flybe and supporting their customers with complaints they have post travel.


Sitel is an award-winning call centre outsourcing provider that has been a leader in its field for over 25 years on an international basis. Our solutions span 135+ domestic, nearshore, and offshore centres in 28 countries across North America, South America, Europe, Africa, and Asia Pacific. Our Exeter site has been a prominent employer in the local markets for over 20 years and employs upwards of 500 staff providing both front and back office solutions to a variety of famous household brands, including retail, fashion, travel and technology.

Where can we take you?

No matter what you are looking for in your career, Sitel is able to cater for a variety of skills and talent. Whether our Team Manager Track positions appeal, or you would like to become Subject Matter Expert for your campaign and sector, we have something for everyone.


Starting salary of £15,190.50 per annum (pro rata) - £7.79 per hour, with the opportunity to increase in line with progression opportunity within the business.

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)