Customer Services Administrator

Purfleet, Essex
03 Jan 2019
03 Feb 2019
Job function
Customer Service
Full Time
Contract Type

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. 

Line Management

The Customer Service Administrator will report directly to the Customer Service Team Leader - Administration and ultimately to the Customer Services Manager. 


Duties & 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). 


Probationary Period

  • 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.   

Working Hours

  • 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.


 A basic salary of £18,000 per annum (Circa), commensurate with experience will be offered and reviewed annually every December, subject to a three-month probation period. 


Overtime Policy

  • 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. 


Holiday Entitlement 

  • 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. 


Other Benefits

  • 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.

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