Travel Duty Officer

Leicestershire, England
Up to £19500 per annum + benefits
18 May 2018
15 Jun 2018
Marie Heaven
Job function
Customer Service
Full Time
Contract Type
Have you got exceptional customer service skills?? Would you like to work in the travel industry?? If you are happy to work part day and part night shifts then this is the role for you!! 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 on SalesForce, 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.
*Be a part of the crisis response team if appropriate (depending on the needs of the Duty Office).
*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
*Highly developed verbal communication skills with a good standard of written English
*Proficient to basic level in the use of Sharepoint and Office365
*Ability to build rapport to resolve issues
*Ability to prioritise workloads
*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

Please call myself Marie Heaven on 0121 450 9776 or email your CV to
You can also click the link below to apply.

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