Operations Coordinator

6 months ago

East Grinstead, United Kingdom Caravan Club Full time

**Title**: Operations Coordinator - Overseas Campsites & Ferries

**Location**: East Grinstead (office based for first month then hybrid with a mixture of home and office working)

**Reporting to**: Operations Manager - Overseas Campsites and Ferries

**Line management responsibility**: No direct reports

**About the job**: To coordinate the operational activities of the overseas campsites and ferries product in close collaboration with colleagues to meet the Travel Services business objectives.**Key Tasks/Accountabilities**:

- Establishing and maintaining effective working relationships with the Caravan and Motorhome Club accredited and inspected overseas campsites. This includes answering their queries concerning reservations, confirmations, amendments, cancellations, special requests etc.
- Respond to all member communications, both written and verbal, in a timely, efficient and professional manner providing excellent levels of customer service to ensure repeat business for the Travel Services department.
- Work with the Finance department to investigate and resolve payment queries from the campsites that arise either from advance bookings or from our Overseas Site Night Voucher scheme.
- Work with the contracting team to investigate and effectively resolve all customer complaints to mutual satisfaction within Club guidelines. Ensure all issues are logged to allow for accurate reporting which contributes to continuous product improvement decisions.
- Responsible for loading and updating the Club's inhouse database with info on a designated number of overseas campsites. This database stores overseas campsite information, prices, allocations and special offers which allows for accurate product pricing.
- Review and update the product information stored on the Content Management System for display on the Club’s website. This includes editing and updating information on overseas destinations and campsites, photos, videos and members’ reviews
- Supporting the Club’s Contact Centre by answering their queries on campsites or travelling overseas in general. Also designing and delivering training sessions.
- Helping the Operations Manager to plan and organise educational trips to enhance the team’s product knowledge of the overseas campsites. Whilst on educational trips the team are required to capture video footage and photography to be used to improve the Marketing content online and in paper brochures.
- Work with the Operations Manager and the Marketing team to update the holiday brochures and guides.
- Liaise with the Emergency Services team to record new and amended bookings for members that are claiming on their Red Pennant insurance.
- Representing the Club at events such as exhibitions and overseas site conferences.
- Organising Journalist/staff bookings by requesting discounts/free pitches from overseas campsites

The role of Operations Coordinator has access to Restricted and Confidential data including member, worker, volunteer, Club business data and customer payment cardholder data such as debit and credit card details. This information must only be collected and processed in line with all regulations from the FCA (Financial Conduct Authority), the Data Protection Act, Payment Card Industry Data Security Standards as well as all Caravan and Motorhome Club policies and procedures. Cardholder data must never be stored electronically, noted down, copied or sent by any unapproved method. All types of data held by the Club are valuable and must be protected.

**Essential Skills & Experience Required**:

- Fluent in English. Additional European languages a bonus.
- Passion for travel and for working in the travel industry.
- Previous administration experience.
- Strong people skills - friendly and a team player.
- Excellent verbal and written communication skills.
- Highly numerate.
- Drive and motivation - ambitious, dynamic, passionate and driven - eager to progress and move things forward.
- Excellent attention to detail.
- Innovative thinker and creative problem solver.
- Ability to deal with a wide range of tasks with conflicting priorities.
- Experience in dealing with customers and suppliers in a variety of situations.

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