Aviation Executive
- Employer
- Destinology
- Location
- Hybrid Working or fully remote
- Salary
- Up to £28,000 DOE + Benefits
- Closing date
- 16 Apr 2023
View more
- Sector
- Tour Operator
- Hours
- Full Time, Part Time
- Contract Type
- Permanent
- Job function
- Fares & Ticketing
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Reporting to the Flights Administration Manager for Destinology, you will have responsibility alongside colleagues in the Flights Team for ensuring the provision of an exemplary customer experience in relation to the flight elements of their Destinology holiday bookings.
As a leading luxury travel company, our objective is to deliver exceptional customer service throughout the entire customer journey for every customer.
The working pattern for this role is 5 days out of 7 days Sunday-Monday on a rota basis (including weekends and evenings) in line with business operating hours
Responsibilities
- Working in conjunction with other departments within Destinology to ensure the delivery of an exceptional customer experience from first point of contact to return from holiday
- Take ownership of customer issues and follow problems through to resolution in relation to flight elements of the customer booking
- Review, make recommendations and improve current customer documentation in relation to flights
- Working alongside other departments in relation to the handling of customer complaints relating to flights from receipt to resolution for Destinology. Customer Complaint SLA must be adhered to.
- Manage the queues within the GDS system
- Issuing all tickets within the time limit set by the airline
- Managing involuntary flight schedule changes, updating PNR’s and overcoming any
issues that may have occurred as a result of the change - Re-issuing tickets both automated or manually
- Dealing with IT / BT net tickets and published fares
- Cancelling and refunding tickets and updating files to ensure everything is correct
- Issuing EMD’s for all manner of extras
- Contacting airlines to help solve problems and /or help with issues we may have
- Support the sales team with help on itineraries, pricing and obtaining the best fares
- Assist with any issues affecting customers flights to ensure resolution
- Provide weekly BSP reports and answer queries that may arise
- Refiling/rebooking of flights in order to obtain the best price
- Support the Customer Service team with any customer flights issues
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- Working knowledge of the UK Travel Industry.
- Education and Qualifications:
- Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
- Driven and target-focused, able to set own agenda.
- Lead by example.
- Capable of working under pressure.
- Good communicator and motivator.
- Diplomatic, approachable, personable and patient.
- Persuasive/good negotiator
- Team Player.
- Excellent planning and organisational skills.
- Good people management skills.
- Calm
- Customer centric
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