Operations Coordinator Hybrid Working

3 weeks ago

Cheltenham, United Kingdom RE Recruitment Full time

**Purpose**:
To support, administor and troubleshoot all incoming internal user requests, queries and issues.

**Responsibilities:**:

- To action all user requests into the central service desk system meeting agreed SLAs
- To build effective relationships with users and suppliers
- To advise all users on the correct processes and best practice.
- To ensure administration procedures and policies are fully maintained
- Reallocate specific queries to the appropriate department/team
- Log all closed requests against a categorisation system for reporting purposes
- To record all known solutions to the service desk solution log
- Data loading - accurately load data required onto our reservation system in good timing meeting all SLAs. This is to include for example agent and supplier updates, villa availability, exchange rates, airline information, rule set up, new users, service/packagedescriptions, regional and event information, hotel and ground service contracts and packages
- To load all data in accordance with the agreed standardisation guidelines
- To understand and read supplier contracts
- To assist with all general booking related queries
- To assist with all loading/supplier/rate queries.
- To review, investigate, resolve and log all supplier pricing discrepancies
- To test, log and report all system errors to the ServiceDesk and Reservations Systems Manager
- To advise on or run Travel Studio reports
- To monitor request trends and advise where training, workflows or processes are to be reviewed
- Air - to action all fare related queries including for example fare rules, group fares and child pricing.
- Air - to action all GDS general queries including seating & baggage requests, general GDS and SSR requests, name and schedule changes
- Assist in training of new ServiceDesk support team members
- Additional duties as required

**Communication**:

- To give regular reports of issues and process/workflow concerns to the ServiceDesk and Reservations Systems Manager
- To log and share information of own operational/system/support knowledge to ensure all team members benefit

**General**:

- Make full use of IT in order to ensure maximum efficiency and make recommendations as to future enhancements.
- Provide cover for absent colleagues, so service standards and SLAs are not adversely affected.
**Experience**:
**Essential**:

- Be able to demonstrate a high level of accuracy and attention to detail
- Have proven problem-solving skills
- Experience of working in a busy environment with strong administration and organisational skills
- Excellent written and verbal communication skills
- Have proven data entry skills, data driven and have a keen eye for detail and accuracy
- Ability to prioritise and efficiently complete tasks in detail
- Be able to manage own workload

**Desirable**:

- Be able to demonstrate a high level of accuracy and attention to detail having ideally worked within an air, ticketing, product, administrator or data loading within the travel industry
- Be able to work both as part of a team and/or independently

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