Customer Resolution Advisor

5 months ago

Chester, United Kingdom Destination2.co.uk Full time

**Role: Land Operations Executive**

**Who we are**:
Destination2 Ltd and HolidayGems Ltd are part of Travcorp Holdings Ltd and are two of the most innovative and progressive online tour operators in the UK, selling holidays nationwide to a variety of long and short-haul destinations.

Our inspirational business has grown from strength to strength in both financial terms and passenger carryings. Last year we surpassed the £110 million sales mark and gained market share across all key trading areas, including the UAE, Indian Ocean, Thailand and the Caribbean, resulting in over 500,000 bed/nights. We continue to go from strength-to-strength with a new cruise brand plus new destination openings in the year.

“The knowledge within our business is impressive and has driven our results this year. The work that we put in during the pandemic has become the platform for our growth, which together with a strong balance sheet and a strengthened senior management team, gives us a firm belief that we can and will become one of the most progressive travel groups in the UK.” Andrew Botterill, Executive
Chairman of Travcorp Holdings Ltd

We believe that keeping our team happy contributes to our business success.

**Our culture**:
Our customers book dreams and it’s our job to ensure we turn those dreams into reality. It doesn’t matter at what point in your career you are with us, which department you work for or where you are based, every team member plays their own crucial part in achieving our Belief “Everyone Deserves a
Little Luxury”.

We have strong values that drive our ambition of becoming one of the largest tour operator groups in the UK travel sector and are looking for people who will be excited to help drive business growth. If you are entrepreneurial in spirit, creative in your thinking, and always ready to go the extra mile then we want you onboard.

**Purpose of the Role**:
We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom. This role is largely focused towards land customer service queries.

**Key Responsibilities**:

- Manage and resolve customer queries, primarily land queries.
- Prioritise and action E-mails effectively
- Action daily booking queues
- Chase relevant suppliers for documentation/confirmation
- Check and update documentation for specialist bookings
- Effectively manage and resolve escalated issues
- Crisis situations support
- Fulfil any critical support as directed by Manager
- Handle incoming calls from Agents regarding documentation and Admin queries.
- Investigate booking anomalies and irregularities
- Ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements.

**The Person: Essential Knowledge, Skills and Abilities**:

- Excellent telephone manner
- Skilful with Microsoft Office (Word / Excel)
- Able to create solutions & identify areas for improvement in procedure
- Excellent numeracy and literacy skills
- Ability to organise, prioritise and manage own workload efficiently to tight deadlines
- Manage a diverse range of duties at one time
- Experience in dealing with conflict resolution

**Personal Qualities**:

- Great attention to detail and accuracy
- A flexible and adaptable approach to work
- Excellent team player with the ability to work independently

**Qualifications**:

- GCSE English and Maths: Level 4 or above (or equivalent)

**Core Benefits**:

- Competitive salary
- Company Pension Scheme
- 22 days holiday rising 1 day per year (up to 25)
- Enhanced Pension
- Enhanced Maternity & Paternity
- Learning & Development Funding
- Friendly working atmosphere
- Company social events

**Additional Benefits**:

- Life Insurance
- Health & Wellbeing Hub (including EAP)
- Partner Exclusive Concessions
- Staff Travel Discounts
- Employee Discounts Platform
- Eye Care eVouchers
- Long Service Awards
- Lots more perks

**Benefits**:

- Casual dress
- Company pension
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Store discount

**Experience**:

- customer service: 3 years (preferred)

Work Location: In person

Reference ID: LNDOPSEXE.May23.v2

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