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Service Desk and Reservation Systems Coordinator
4 months ago
**Come and join one of the world’s leading luxury brands.**
60 years after Geoffrey Kent founded A&K, we’re still setting the standard for adventurous, luxury holidays. Whichever role you join us in, whether customer facing or behind the scenes, everyone has their part to play in creating one-of-a-kind journeys that go beyond our clients’ high expectations
With 55 offices worldwide and an unmatched network of connections across the globe, we offer adventures that can’t be experienced with any other tour provider. Working with a team of passionate and knowledgeable people, you’ll be able to open doors to private palaces, book Michelin-starred meals in the most remote locations and arrange out-of-hours museum tours. There’s always a buzz in the office about the latest ways we’ve gone the extra mile.
As a company that never stands still, you’ll play a key role in our ambitious plans for the future.
We are looking for a Service Desk Coordinator to support, administer and troubleshoot all
incoming A&K 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 A&Ks 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/package descriptions, 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
**ABOUT YOU**
- 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
- 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.
**WHAT WE OFFER**
- Competitive salary
- Discounted travel
- Pension
- 25 days annual leave - In addition to bank holidays
- Cycle to work scheme.
- Employee Assistance Program
- Travel Loans
- Recruitment Referral Bonus
- Social Events
**Why work for A&K**
What makes A&K a great place to work is the people. It’s our people who foster the supportive environment that will make you proud to work for A&K. There will also be ongoing training and the opportunity to progress your career - not just in the UK, but as part of our global business.
We’re also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has supported local communities around the world for the past 40 years, and we were recognised by _Which?_ for looking after our clients during the pandemic.
We have two enviable office locations, in the Regency spa town of Cheltenham and the theatre heartland of London, Covent Garden.
**Job Types**: Full-time, Permanent
**Salary**: £24,000.00 per year
**Benefits**:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free or subsidised travel
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: In person
