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Customer Operations & Support Executive

C&M Travel Recruitment Ltd
Crawley, West Sussex, England
Up to £22000.00 per annum
Closing date
27 Jul 2022

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Tour Operator
Full Time
Contract Type
Job function
Customer Service
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Customer Operations & Support Executive - Role Features & Responsibilities:
This is an opportunity to join one of the world's leading premium travel brands as a Customer Operations & Support Executive. This team ensures the pre-travel operation runs smoothly, providing system, process and product support to airline call centres, suppliers and direct customers via telephone, email and internal systems. As part of this friendly and enthusiastic team, you will enjoy a multi-tasking role which involves:

  • Coaching call centre agents in the optimum use of various systems, in established business processes and preferred service style
  • Problem solving and troubleshooting system errors experienced by agents and customers, seeing them through to completion
  • Taking ownership and successfully resolving escalated pre-travel customer complaints
  • Handling queries from direct customers who are already in-resort
  • Investigating failed bookings and subsequently contacting affected customers with an effective solution
  • Responding to agent, supplier and customer emails in a timely and professional fashion
  • Negotiating with suppliers on rejected bookings and where a reservation cannot be fulfilled, liaising with the customer to reach a mutually acceptable solution
  • Delivering system and process training to colleagues and BA call centre staff

Operations & Support Executive - Skills & Experience Required:

  • Excellent accuracy and attention to detail
  • A 'can do' attitude with a desire to be flexible, help others and work as part of a team
  • The ability to multi-task and work in a highly organised fashion
  • Excellent written and verbal communication skills
  • The ability to prioritise and manage demanding workloads
  • A passion to deliver excellent customer service through problem solving, decision making and sound judgement
  • The ability to quickly grasp a variety of systems and ever-evolving business processes
  • Experience of working in an operational or customer service role in the travel industry is preferred

Additional Information:

  • Salary of £20,000 - £24,000 including shift allowance, depending on experience
  • This job involves working a 37.5 hour week on a 7 day shift pattern. The earliest shift time being 08:00-16:00 and the latest 12:00-20:00. The weekend shift pattern is approximately 1 worked in every 3
  • This job is a great springboard to a long career within the company, with opportunities to develop and progress. However, the long training programme means applications for other roles within the business won't be approved until after completion of 12 months service. This ensures a solid foundation and a meaningful contribution to the role
  • Staff benefits include excellent staff travel concessions and a range of additional company benefits.

Don't keep a good thing to yourself
We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.

C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit

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