Customer Services Administrator
Due to further expansion of our business, we are looking for a Customer Services Administrator; your 'people skills' will be just as important as your formal qualifications. We will look for a good standard of written and spoken English. Good communication skills and a friendly personality are preferred.
Enthusiasm to work in an administration based role is key, with an interest to work in the travel industry, especially in a customer service environment would also be beneficial. An ability to work to chronological deadlines and to work as part of a team is needed. You will have a good attention to detail and be computer literate.
The Customer Service Administrator will report directly to the Customer Service Team Leader - Administration and ultimately to the Customer Services Manager.
Duties & Responsibilities Development
The Customer Services Team Leader - Administrator will manage, supervise and allocate the following duties and responsibilities: -
- Entering passenger information onto the in-house booking system correctly.
- Printing, collating and posting initial cruise documentation to passengers, such as ticketing, pre-cruise information, itinerary change letters etc.
- Printing, collating and posting documentation to any new and/or existing bookings.
- Monitoring and answering the Customer Services email folder.
- Operating our webchat facility.
- Obtaining missing passenger information (At times by telephone/email).
There will be an initial probation period of three months. Once you have passed your probation a one-month notice period will be required. Should either party wish to terminate the relationship within your probation, under 1 month’s service no notice period is required and 1 month up to successful completion of your probationary period a 1-week notice is required.
The Customer Services Administrator will work on an alternate week rota of the following hours:
Week One: Monday to Thursday 0900hrs to 1730hrs, Saturday 0900hrs to 1700hrs.
Week Two: Monday to Thursday 1200hrs to 2000hrs, Friday 1000hrs to 1800hrs.
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.
A minimum 22 days per annum, increasing to 28 days according to length of service, pro-rated accordingly plus bank holidays will apply. Holiday requests will need to be completed and submitted to the Line Manager via our online system. At least one month’s notice should be given, where possible, in order to arrange appropriate cover.
- A workplace pension scheme will be offered after three months continuous service.
- Free on-site car parking.
- Newly refurbished office.
- Discounts on selected travel services.
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.
CMV also have established sales offices in Australia, USA, Germany and Mexico and is estimated to carry 120,000 cruise passengers in 2018. In addition to the core cruising business, the Company also has other travel and leisure related interests within the group. These includes a long-established coach wholesaling business, a group specialist tour operating company, a high street travel agency and business travel house.
This is an exciting time to join CMV as we enter into a rapid growth plan with the addition of our new ship to our fleet; Vasco Da Gama, this will be our 6th Ship to join CMV.