Hayley Hart Email and Phone Number

Respond immediately to incidents involving customer Welfare issues. Assess the need for intervention of external suppliers such as CCP (The Centre for Crisis Psychology), Social Services, FCO, Consular services and the Police. To protect and assist in the welfare of customers (inc Children) and their relatives both in destination and in the UK including any claims. Ultimately to protect and enhance the Thomas Brand. Deaths in Resort – First Line support and assistance for families and friends of the deceased. Liaising with the FCO, international funeral directors and insurance companies, organising transport and hotels for families if needed. Provide on-going support once the family has returned to the UK Child Protection – Record all child protection cases and report to relevant agencies where necessary. Working closely with social services and the police to safeguard children and vulnerable young people. Where other adults are involved (hotel staff, other guests, TC staff) this would be reported to head of Thomas Cook Group Security who would fully investigate and liaise with the relevant organisations and authorities in resort. Mental Health concerns, liaise with our destination managers and offer support by contacting friends or relatives in the UK and assist with repatriation where possible. Speaking to social services and the police for advice. Sexual Assaults and rapes. First point of contact to offer support both internally and via our overseas staff. We also offer external counselling support such as CCP (The Centre for Crisis Psychology).

**Various roles within the Customer Contact Centre**-Executing schedule changes for pre-departure bookings with accuracy and in a timely manner -Taking app appropriate action based on the nature of the schedule change -Delegating workload appropriately to an outsourced team to ensure deadlines are met -Quality checks of completed workload by the outsourced team -Distributing tasks to the Contact Centre with clear guidelines and information in order to update customers of such changes -Assisting agents and direct clients throughout their booking journey  -Achieving sales targets both individually and as a team  -Dealing with any issues that may arise whilst our clients are in resort and get full reports so that any complaint letters can be dealt with -Liaising directly with our ground agents and wedding coordinators in the resort -Diarising all actions that need to be taken: i.e. sending legal documents to resort -Arranging receptions and any other extra the clients would like -Dealing with any schedule changes or errata’s - Liaising with other departments within the business and maintain effective communication and relationships -Putting together offers on weddings, for product