Customer Service Consultant

Location
Purfleet, Essex
Salary
Competitive Salary
Posted
15 Sep 2016
Closes
15 Oct 2016
Sector
Cruise
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent

Due to further expansion of our business, we are looking for an experienced Customer Services Consultant, your 'people skills' will be just as important as your formal qualifications. We will look for a good general standard of education but excellent communication skills and a friendly personality is preferred.

Previous experience of working with people either over the telephone, face to face or by email would be useful. Any previous experience in the travel industry would also be beneficial. Abilities to work to chronological deadlines and to work as part of a team is needed.

The successful candidate will have experience of working in a customer service environment, with excellent communication and organisational skills, with experience of working in a call centre/telesales environment. You will have a good attention to detail, be computer literate with experience of using a reservation system.

Line Management

The Customer Service Consultant will report directly to the Customer Service Team Leader and ultimately to the Customer Services Manager.

Duties & Responsibilities The Customer Services consultant will manage, supervise and allocate the following duties and responsibilities:-

Ensuring all passenger enquiries are dealt with in a timely manner. This will be done by telephone, email and on occasion, face to face.

Ensure correct information is passed on to passengers.

Administer cancellations and/or transfers received by email or post and ensure they are actioned in-line with company guidelines.

Issuing cruise documentation to passengers, such as ticketing, pre cruise information, itinerary change letters etc.

Entering passenger information onto our in house booking system correctly.

Taking payment from passengers.

Attending ship turnarounds, at various regional ports.

Remuneration Following a probationary period, a basic salary of £17,000 per annum will be offered and reviewed annually in December starting in 2015 with a one month notice period.

Probationary Period A standard three month probationary period will apply based on an annual salary of £17,000 pro-rated accordingly. A one week notice period will apply.

Working Hours

Standard office hours are Monday to Saturday from 09.00 to 17.30hrs. A day off in lieu will be provided for Saturday/Sunday working, as advised by the Line Manager and subject to staffing rota. At the discretion of the Line Manager, ‘paid’ overtime may also be considered instead of the day off in lieu.

Overtime Policy During the week, any time worked in the morning or evening beyond the standard working hours, will not be paid.

For weekend overtime, a day off in lieu will be provided for each full day worked. At the discretion of the Line Manager, ‘paid’ overtime may also be considered instead of the day/s off in lieu based on a pro-rata basis at the daily or half daily salary rate. In the event of extended overtime hours beyond the full day a flat rate of pay will apply and thereafter increased, if an overnight is required.

All overtime must be approved in advance by the Line Manager.

Holiday Entitlement 22 days per annum, pro-rated accordingly plus bank holidays will apply. Holiday request will need to be completed and submitted to the Line Manager via the online system. At least one month’s notice should be given, where possible, in order to arrange appropriate cover.

Other Benefits

A workplace pension scheme will be offered in July 2015.

Concessionary travel with CMV – following six months of continuous service.

Business mileage can be claimed at 0.25pence per mile and company expenses can be claimed, subject to approval by Line Manager and completion of the Company’s standard expenses claim form and full substantiation with all receipts.

CMV Summary CMV is a progressive company who encourage organic career development and enjoy a low turnover of staff. This position offers a good career opportunity for an ambitious and creative individual to join a largely non-corporate, medium sized and privately owned organisation. Unlike many other UK based cruise operators, CMV’s UK office is not just a sales operation but a fully fledged and ‘hands on’ cruise line closely aligned to both the product and customer.

In addition to the core cruising business, the Company also have other travel and leisure related interests within the group. These include a long established coach wholesaling business, a high street travel agency and business travel house with an overall shore side team of 90 staff. Cruise and Maritime Voyages is also an international operation and was also introduced to the North American market in 2011 following the opening of our sales office in Florida, and to the Australian market in 2013 with the launch of our sales office in Sydney.

This is an exciting time to join CMV as we enter into a rapid growth plan with the addition of a new ship to our fleet, Magellan. We now operate four vessels ex UK and our projected capacity for the international group carryings in 2015 is 115,000 passengers. The Customer Service Consultant will play a pivotal role within the Customer Services team in meeting the company’s objectives and goals.

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