Travel Duty Officer

Location
Market Harborough, Leicestershire, England
Salary
Up to £19500 per annum + travel discounts, company benefits & more
Posted
25 May 2018
Closes
22 Jun 2018
Ref
20468KG
Contact
Katy Gaskell
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent
Are you a travel consultant looking for a challenging new role? Do you have excellent customer service skills, proactively deal with difficult situations and think on your feet? Are you used to problem solving and trouble shooting? This leading, reputable Travel Tour Operator are now seeking an experienced Duty Officer to join the team in their Leicestershire office. This is a fantastic opportunity for an experienced travel professional with exceptional customer service and problems solving skills!
In this role you will be working within the operational team, the role purpose is to cover the emergency line and be responsible for ensuring that any customer issue or problems that arise during their holiday are handled quickly and efficiently - all to the highest customer service standards. The role also includes supporting other departments if required helping to deliver a holiday of a lifetime every time.
The role works on a 12 hour shift basis, covering 4 days on 4 days off, 4 nights on etc. There will be an even split between day shifts and night shifts.

Key Areas of responsibility:

* To own and resolve any issues our customers or Tour Managers may have during their holiday, escalating any serious or contentious issues to the relevant departments or team leaders.
* Accurately log all reported issues with any backup documentation filed.
* Compile daily Handover Email communication for distribution companywide.
* Instruct our Tour Managers or Local Agents on best course of action, maintaining authority when issuing instructions and documenting all action.
* Monitor the Foreign and Commonwealth country information & the News for current world events issues that may impact our customers or tours; investigate and escalate potential problems where necessary.
* Liaise with external suppliers such as local agents, travel agents, airlines, hotels, airport reps etc. to resolve issues to customer's satisfaction.
* Attend the weekday Morning meeting to bring the relevant departments and Operations director up to speed with any new and ongoing issues.
* Dealing with crisis issues as they arise during an emergency.
* Maintain the smooth running of day to day operational issues during a crisis.
* Send out relevant information to suppliers i.e. schedules to the airport reps.
* Help assist our Aviation department by pre-allocating seating for our customers and booking low cost flights.
* To monitor the building at night to ensure everything is locked and safe, as well as monitoring CCTV.
* During quiet operational periods, a variety of administrative tasks will be assigned.

Skills and Experience:

* Good Standard of education including GCSE level or equivalent English & Maths
* 2-3 years experience in a customer facing operational role
* Ability to work autonomously
* Ability to remain calm during a crisis
* Ability to think on your feet / creative thinker and to work under pressure
* Ability to build rapport to resolve issues
* Ability to work shift patterns covering 24/7, 365 days a year
* Willingness and ability to travel overseas in the event of a serious emergency

Salary - £19,500 depending on experience

Interested??
Please call myself Katy Gaskell on 0121 450 9776 or email your CV to katy@traveltraderecruitment.co.uk
You can also click the link below to apply.

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