Travel Consultant

Whitwell, York
£18k + annual bonus scheme
08 Oct 2018
08 Nov 2018
Job function
Full Time
Contract Type

Job Purpose

Our primary aim is to deliver the best possible customer service throughout the customer journey and this is the key driver for everyone at the office. The Sales and Customer Services teams are key to maintaining and improving our reputation for providing first class customer service. Dealing with customers by telephone, email and occasionally in person, they deliver expert, personal and timely service. They are responsible for promoting our values and beliefs to customers and enquirers to ensure we continually improve enquirer conversion rates, maximise sales and increase repeat bookings. The focus is on team working and providing customers with continuity throughout their contact with us. The Sales team are responsible for selling directly to our customers and offering expert advice across the full range of holidays. Everyone should be familiar with the full holiday range and the processes involved in selling them. Their priority is to provide customers with all information required to guide them to the right holiday choice. They are responsible for maximising the sale of our holidays and associated services (e.g. travel insurance etc.). The Customer Services team are the point of contact for all communication with customers, from the time they have booked, until they return from their holiday. All members of the team are able to deal with processing and answering general queries across the full range of our holidays. They are also responsible for communicating any operational issues to customers. Both teams are responsible for collecting and recording accurate and complete information, ensuring we are able to deal with customers effectively and efficiently throughout the customer journey. The teams are also responsible for managing customer expectations to ensure they clearly understand what to expect at each stage of the journey. Initially, new team members will focus on either the Sales or Customer Services function. Then, having gained a required level of competency, they will receive training in the other area to ensure they have the skills and knowledge required to be able to work competently in either team.

Main Responsibilities and Key Tasks Specific Sales Tasks

 Offer expert advice about our holidays, travel options and availability, helping to guide the customer into making an appropriate holiday choice. This includes booking travel elements, such as flights and rail, on which the feasibility of a holiday is dependent. The Sales Specialist will retain ownership of a booking until a firm itinerary has been decided, feasibility is established and a deposit taken.

 Provide timely responses to requests for quotes and sales enquiries. Follow up quotes and enquiries to ensure we maximise every sales opportunity.

 Manage customers’ expectations by ensuring they are clear about what to expect from us during the reservation and confirmation process.

 Maintain up-to-date, accurate and comprehensive records of all enquiries, quotes, sales, and all communications relating to them, to ensure we are able to provide customers with continuity and maximise our efficiency.

 Request and record all necessary information from customers to enable us to process their holiday booking effectively and efficiently. All personal customer information must be recorded and used in accordance with our Data Protection obligation.

 Switch sell to other holiday if, during the reservation process, availability issues mean the customers’ first holiday choice is not possible. Specific Customer Services Tasks

 Keep customers informed about the progress of their booking and advise them once it is all confirmed.

 Contact the customer to obtain any outstanding information required before the written confirmation for their holiday can be prepared.

 Book any outstanding elements of the holiday which require confirming before written confirmation can be prepared.

 Respond efficiently and effectively to customer queries and instructions within the agreed timescales.

 Manage customers’ expectations by ensuring they are clear about what to expect from us during the reservation and confirmation process.

 Maintain up-to-date, accurate and comprehensive records of the booking, and all communications relating to it, to ensure we are able to provide customers with continuity and maximise our efficiency.

 Communicate to customers any operational issues which result in the necessity to make changes to their confirmed itinerary, prior to the start of their holiday.

 Deal with issues arising whilst customers are on holiday and, where necessary, work with colleagues in the Holiday Operations Team to establish solutions to these issues.

Other Tasks

 Continually enhance product knowledge through personal research, attendance at product briefings, and overseas familiarisation visits.

 Undertake additional training in central reservation systems, IT, sales and customer service techniques and other relevant areas as required.

 Participate in the Saturday, and customer out-of-hours helpline rotas.

 Assist with Sales and Customer Services administrative tasks as and when required

 Assist other departments with any other tasks as required.

Key attributes, skills and characteristics

A genuine ability and desire to sell and provide the highest standards of customer service. An enthusiasm for our type of holiday. Excellent telephone and inter-personal skills with an ability to work effectively in a team. Good written skills. Highly motivated and flexible, willing to work outside 0900-1730hrs norm. High level of computer literacy and numeracy. Keen eye for detail and an ability to work swiftly and accurately under pressure. 

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