Operations Consultant

5 months ago


Newcastle upon Tyne, United Kingdom Broadway Travel Full time

**Job Title**

Operations Consultant

**Location**

Newcastle Office (as required)/Home

**Reporting to**

Customer Experience Manager

**Hours**

40 hours per week

Flexible to meet the needs of the business

**Role Summary**

The main focus of the role is to assist customers with queries and changes to existing bookings, actioning operational changes and issuing airline and train tickets in a timely manner.

**Key Responsibilities**
- To focus on maximising all sales opportunities through customer interaction and following up all quotes to secure sales
- Quote to amend and cancel client’s bookings
- Advise clients of amendments and cancellations to their travel arrangements
- Achieve all monthly KPI’s and targets
- Proactively identify, take ownership and resolve customer queries in a timely manner
- Action all enquiries and booking queues including but not limited to; scheduled changes, booking amendments, ticket exchanges, refunds and ticket re-issues
- Liaise with suppliers and hoteliers to resolve any issues in resort
- Proactively maximise revenue by identifying supplier switch opportunities
- Build strong business relationships with our key suppliers
- To form part of the Crisis Team and provide support out of hours where necessary
- To perform additional duties, appropriate to job role as and when required

**Skills Required**:

- Exceptional customer service skills with experience of working in a customer focused environment.
- Outstanding written and verbal communication skills along with an excellent telephone manner.
- Excellent listening and empathetic skills with the ability to anticipate customer needs.
- Excellent attention to detail.
- Flexibility in approach to working tasks with the ability to multi-task and prioritise workload.
- Ability to work on own initiative and as a member of a team.
- Excellent organisational skills.
- To have a flexible approach to the business needs.
- Ability to use Microsoft packages - e.g. Word, Outlook, Excel.
- Ability to work across all levels and functions of the department.
- Ability to fulfil the out of hours clause as and when required.
- Resilience to deal with complex queries in a fast-paced environment.

**General**
- To undertake any other duties that may fall into the job criteria.
- To follow all company policies and procedures including Health and Safety.
- To ensure the Company values are demonstrated at all times.
- To treat all employees, customer and suppliers with dignity and respect.

This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved.

**Job Types**: Full-time, Permanent

**Salary**: £21,757.00-£22,838.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

**Experience**:

- written and verbal communication: 1 year (preferred)
- working in the travel industry: 3 years (preferred)
- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Newcastle upon Tyne, NE4

Reference ID: OC240823



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