Change Control Executive

Kingston Upon Thames (City/Town), London (Greater)
Competitive salary + additional benefits
18 Apr 2017
18 May 2017
Job function
Customer Service
Full Time
Contract Type

Our client is one of the largest and most well-established online travel agents in Europe and have been successfully helping people book their hotels, flights and other travel arrangements.  Their commitment to exceptional value for money, extensive range and solid-gold customer service has established them as one of the most visited travel agent websites.  They have received the Best Hotel Booking Website, Best Online/ Call Centre Travel Agent and Best Travel Retailer for Customer Service at the British Travel Awards 2015 as well as Best Agent Website award from Travolution three years in a row.


Our client is now recruiting for a Change Control Executive, based in Kingston upon.  Reporting to the Change Control Manager, you will undertake duties across the operational changes areas to deliver timely and accurate responses and actions to in-house and travel provider enforced amendments and in so doing, ensure efficient and professional communication with customers. You will have strong focus on best cost solutions and mitigating exposure to the company through operational changes is an important task.

Key Tasks:

  • Ensure that flight and hotel change notifications are processed, reviewed and actioned  effectively.
  • Develop close contact with our travel providers to leverage best possible outcome for our customers and the company
  • Ensure communication to other customer service departments is completed clearly.
  • Contacting customers directly to advise them of booking amendments and offering suitable options / alternatives to retain custom an prevent cancellations
  • Monitor trends in supplier performance and IT support in order to identify areas for improvement
  • Direct telephone contact with customers


Essential Skills, Knowledge and Experience:

  • Customer focused and a record of telephone contact work
  • Highly adept at IT and internet systems usage
  • Excellent written and communication skills
  • Pro-active problem solver, able to work on own initiative and remain calm under pressure
  • Good team player able to work alongside colleagues and share workload
  • Experience of building relationships with internal colleagues and external suppliers
  • Previous experience of telephone contact work