Repatriation Consultant

Recruiter
Location
Petersfield, Hampshire
Salary
Competitive salary package available
Posted
04 Jul 2017
Closes
04 Aug 2017
Ref
MVT001
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent

Our Client provides a qualified specialist booking service for the World-wide Medical Emergency Assistance Industry and Out of Hours support for Business Travel Agents.

Their focus is on servicing World Wide Medical Emergency Assistance requirements with the pre-requisite of frighteningly stringent service levels and provable cost benefits. 

The have succeeded in establishing markedly favourable relationships with a significant proportion of the UK Insurance Industry and their ambitions now extend beyond International borders – to providing a Worldwide Centre of Excellence, supporting the Global Assistance Industry, based here in the UK.

GENERAL DUTIES:

Main Job Tasks and Responsibilities:

  • To offer and book travel and hotel accommodation to our Emergency Assistance clients creating viable itineraries at optimum value in an ‘immediate environment’
  • To creatively support and understand clients assistance needs and offer best professional advice to solve travel and transportation problems and timing, with care
  • To see through case management from enquiry through booking, to PTA set-up, follow-up, reporting, and MI capture whilst ensuring effective prioritisation and smooth operational work flow
  • To anticipate and implement fluid and evolving operational procedures to ensure growth of client satisfaction and share problem solving skills so maximising on the efficiency of the department and colleagues
  • To capture and inform colleagues and management of relevant new information regarding procedures, client and supplier relationships and needs, and be involved in contributing new ideas and standards in a growing business

Client / Supplier Liaison & Customer Service:

  • Develop and maintain rapport with client contacts and travel arrangers to ensure delivery of quality to meet client expectations
  • Respond to client enquiries and needs in an expedient, efficient and courteous manner whilst retaining individual personality, professionalism and flair
  • Ensure all client reports and MI requirements are completed accurately and in a timely manner.
  • Effectively liaise with management and finance when errors occur and to address any identifiable cause
  • Maintain good relations with all suppliers and cultures worldwide whilst anticipating, supporting and amicably resolving potential third party service delivery failures, so as to protect our clients’ best interests
  • Effect and support ongoing pre-emptive communication to travellers and travel arrangers to accurately manage client expectations of optimum service delivery
  • Ensure all ticketing and itineraries, both UK & overseas, are checked and produced to agreed time, accuracy and quality expectations
  • Ensure smooth and fully informative handover between shift teams and colleagues 

Skills and Attributes:

  • Technology – A working or previous history with Galileo
  • Communication – Interpersonal and telephone excellence
  • Planning – Can prioritise work load effectively
  • Organised – Well organised with an eye for detail
  • Pro-active – able to motivate, embrace challenge and use common sense

Shifts Operated:

24 hour office

4 shifts per 24hrs - mix and matching shifts to suit business and personal needs

Day 08:00 – 17:00            

Mid-day 10:00 – 19:00

Afternoon/Evening 13:00 – 22:00

(Night 22:00 – 08:00 (weekdays) and 21:00 – 08:00 (weekends)

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