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Customer Service Advisor

1 month ago

Stretford, United Kingdom Travel Counsellors Full time

Our TC Support function is the engine room of our business. We are investing in a multi-skilled team of Customer Service Advisors and are on the lookout for professionals with operational travel experience and a passion for customer service.

Over time, you would spend time in different areas of TC Support, giving you a varied role and enabling us to flex according to business needs and provide the best possible support to our Travel Counsellors.

What Makes This Role Different?

As we undergo a companywide Digital Transformation programme, the role of our TC Support teams is shifting from a traditional helpdesk to a multi-skilled group of high-performing individuals who are driven to deliver exceptional service and to think creatively about how we improve our service and processes.

In return, you'll have the chance to share your ideas and contribute to exciting projects that will enhance your experiences and career opportunities within a disruptive and ambitious business.

What You'll Be Doing

Comfortable with change and flexible in your approach, you will have the ability to respond easily to the varying needs of our customers. This Customer Service Advisor role will rotate between different areas of TC Support; duties include but are not limited to:

  • Acting as a brand ambassador to provide professional and world-class customer service to new and existing Travel Counsellors
  • Supporting Travel Counsellors to secure new bookings, including manual pricing
  • Managing voluntary and involuntary changes to existing bookings
  • Assisting with booking cancellations
  • Being the first point of call for in-house system queries
  • Contributing to team discussions around process improvements
  • Supporting our Travel Counsellors to adopt new ways of working and tools available
Benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits, including:

  • A competitive basic salary + annual company bonus
  • Flexible hybrid working model (2 days home, 3 days office)
  • Career development and promotional opportunities
  • 25 days holidays (increasing to 28 after 5 years of service)
  • A Moments That Matter Day (annually)
  • Enhanced maternity/paternity pay
  • Holiday buy and sell (up to 5 days per year)
  • 3 paid days charity leave
  • Company events, socials, and incentives
  • 3x annual salary death in service benefit
  • Company pension scheme
  • Costco membership
  • Salary sacrifice, company car scheme
  • Cycle to Work Scheme
  • Employee Assistance Programme
  • Free breakfast, fruit, and hot/cold beverages
  • Referral scheme
  • Employee discount
  • Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)
Essential Skills
  • Energetic, motivating, and positive individual with a flair for customer service
  • Knowledge of dealing with operational enquiries
  • Proficient in MS Office products, including Excel and Outlook
  • Strong organisational and interpersonal skills with the ability to work across different contact channels at the same time, such as email, telephone, and live chat
  • Thrive in a high-pressure environment with the ability to work at pace with minimal supervision to fully resolve customer queries
  • Excellent written and verbal communication skills with the ability to maintain a high level of professionalism while working with both internal and external customers
  • Flexible in working hours to cover a variety of shifts
Desirable Skills
  • Knowledge of dealing with in-resort issues
  • Experience with GDS systems
  • Contract loading experience

Don't miss the chance to bring your experience to a customer service role that offers varied and engaging tasks - apply for this Customer Service Advisor role today

About Company

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything that we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our Support Offices to help them create unique, inspiring and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us, time and time again.

Our unique approach in the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) and being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.

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