Customer Operations Executive

6 months ago

Crawley, United Kingdom Travelopia Full time

Are you ready to embark on a career where every day brings new challenges and opportunities? We're on the lookout for a dynamic and dedicated individual to join our team as a Customer Operations Executive. As a key player in our operations function, you'll be responsible for ensuring that our customers' holiday experiences are nothing short of exceptional.

Sovereign Luxury Travel and Citalia Holidays are the UK brands that make up part of the Tailormade division of the Travelopia group, which is one of the world’s leading specialist travel groups. Travelopia provides customers with a diverse range of unique travel experiences, including adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. KKR private-equity owned, Travelopia is headquartered in the UK with offices and marine bases all over the world.

When it comes to tailor-made travel, the Tailormade collection of brands delve deep into destinations and select the best hotels, to give travellers a once-in-a-lifetime experience. Whether it’s Citalia’s expertise in creating authentic Italian holidays, Sovereign Luxury Travel’s opulent beach escapes or American Holidays knowledge of all things North America, our brands offer both new and returning guests, luxury escapes that impress even the most experienced of travellers.

**What You Will Be Doing**:
**Operations Excellence**:

- Seamlessly handle pre-departure and in-resort issues to guarantee our customers' holiday bookings are stress-free.
- Manage schedule changes efficiently using Amadeus and handle flight or accommodation involuntary changes with finesse.
- Collaborate with internal departments and external suppliers to address issues promptly, providing valuable feedback for continuous improvement.
- Actively participate in the Incident Management Team, demonstrating poise and efficiency during crisis situations.
- Be part of the on-call team every 7 weeks to ensure we are there for our customers when they need us.

**After Sales and Sales Support**:

- Handle amendments, cancellations, and re-invoicing with precision and attention to detail.
- Collaborate closely with suppliers to ensure accurate pricing, availability, and special needs information.
- Identify trends in common issues to enhance the sales team's efficiency and provide a smoother guest experience.
- Proactively up-sell travel extras, such as excursions, car hire, or airport lounges.
- Use multiple systems to book all elements required for a customer's needs.

**Customer Relations Champion**:

- Investigate, document, and respond to post-holiday complaints, exceeding customer satisfaction goals.
- Collaborate with suppliers and internal departments to improve recovery and compensation.
- Identify and report legal, health and safety, and liability issues within complaint/supplier correspondence.
- Provide feedback to the source of complaints to highlight areas of concern and suggest improvements.

**What We Are Looking For**:

- Dedication to delivering high customer service and going above and beyond.
- Commitment, high organisational skills, and flexibility during times of crisis.
- Ability to meet tight manage multiple priorities whilst working independently, and contributing effectively to a team.
- Exceptional attention to detail with accurate grammar and numerical skills.
- Bonus: Amadeus knowledge and understanding of airline and accommodation contracts.
- Previous experience in travel and an operational role is highly valued.
- Positive and passionate with a hunger to take ownership.

**Why Join Us**:
At Tailormade Brands, you'll work alongside a passionate team dedicated to delivering unforgettable travel experiences. We offer a competitive compensation package, opportunities for professional growth, and the chance to shape the future of our brand. We also include:

- Competitive salary
- Annual salary review aligned with performance
- International health insurance
- Life insurance
- Various employee discounts and offers

We believe people are happier and perform best when they are able to be their true selves, and that teams with varied strengths deliver better results.

Together we will develop a diverse, equitable, and environment, where everyone can thrive. Committed to inspiring change through a growing awareness of, and counteracting, unconscious bias; building an inclusive culture, and accepting diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with

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