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Operations Consultant

Broadway Travel
Competitive salary + Bonus
Closing date
2 Nov 2021

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Travel Agency
Full Time, Part Time
Contract Type
Job function
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Role Summary

The main focus of the role is to assist customers, agents and suppliers with day to day enquiries and managing queries and actioning changes to bookings, ensuring excellent customer service is provided at all times and all work is completed in a timely and accurate manner.  The role will cover all brands including not limited to Broadway, Inspired Luxury Escapes and Bedswithease.

Key Responsibilities

  • To ensure an excellent standard of customer service is provided at all times over phone, emails and all other communication channels, meeting service agreements where applicable
  • To focus on maximising all sales opportunities through customer interaction and following up all quotes to secure sales
  • Quote to amend and cancel clients and agents’ bookings
  • Advise clients of amendments and cancellations to their travel arrangements
  • To take client payments and process correctly. Extend overdue balances in line with supplier terms and conditions as well as our own
  • Achieve all monthly KPI’s and targets
  • Proactively identify, take ownership and resolve customer and agent queries in a timely manner
  • Overseeing emails accordingly to priority levels and sequence, responding appropriately where required
  • Action all enquiries and booking queues including but not limited to; scheduled changes, booking amendments, ticket exchanges, refunds and ticket re-issues
  • Build strong business relationships with our key suppliers and liaise with suppliers and hoteliers to resolve any issues in resort, resolve price queries and request extra availability as and when required
  • Proactively maximise revenue by identifying supplier switch opportunities
  • Dealing with group enquiries
  • Manage any changes to partners arrangements, this can involve but is not limited to: Switches, amendments, name changes, errata’s and in-resort
  • Support agents with sales queries
  • Issue reports and email to relevant hotel / supplier on request
  • Distribute stop sales in a timely manner to relevant teams
  • Setting up new agent accounts
  • Investigate and confirm failed bookings in all booking status queue’s
  • Chase outstanding bookings / tours & cancellations
  • Assisting Customer Relations with queries when required
  • To deal with difficult situations when a client or agent is unhappy and ensuring the situation is resolved in a timely manner with a positive outcome
  • Manage the out of hours emergency phone (rota basis)
  • Book, amend and cancel staff bookings
  • To form part of the Crisis Team and provide support out of hours where necessary
  • To perform additional duties appropriate to job role as and when required

Skills Required

  • Experience of liaising with agents, customers and suppliers
  • Experience of working in a Bedbank environment is preferred but is not essential
  • Exceptional customer service skills with experience of working in a customer focused environment
  • Outstanding written and verbal communication skills along with an excellent telephone manner
  • Excellent listening and empathetic skills with the ability to anticipate customer and agent needs
  • Excellent attention to detail
  • Flexibility in approach to working tasks with the ability to multi-task and prioritise workload
  • Ability to work on own initiative and as a member of a team
  • Excellent organisational skills
  • Demonstrate excellent numerical and problem-solving skills
  • To have a flexible approach to the business needs
  • Ability to use Microsoft packages – e.g. Word, Outlook, Excel
  • Ability to work across all levels and functions of the department
  • Ability to fulfil the out of hours clause as and when required
  • Resilience to deal with complex queries in a fast-paced environment


  • To undertake any other duties that may fall into the job criteria
  • To follow all company policies and procedures including Health and Safety
  • To ensure the Company values are demonstrated at all times
  • To treat all employees, customer and suppliers with dignity and respect

This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved


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