Customer Service Executive

6 months ago

Chester, United Kingdom Destination2.co.uk Full time

We are seeking enthusiastic and highly motivated Customer Service Executives to join our successful team in our Ellesmere Port Office, Chester.

**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.

**Who we are looking for**:
We are looking for dynamic professionals who are passionate about customer service and enjoy 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.

**Key Responsibilities**:

- Actioning significant and insignificant changes to flight schedules and working with our airline partners to find and confirm the best suitable alternatives for our customers at the best price to maximise profitability
- Discussing the different options with the customers to ensure they are happy to continue with their holiday arrangements and administering all changes on the booking system
- Responsible for the end-to-end process for scheduled changes from the initial notification to finalising the updated travel arrangements in a priority order
- Ensuring the customers receive outstanding service so that they can confidently leave positive reviews online about our business

**Other Responsibilities**:

- The ability to handle a high-volume of incoming calls from customers and agents regarding documentation and booking queries.
- Ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements.
- Investigate booking anomalies and irregularities
- Chase relevant suppliers for documentation/confirmation
- Effectively manage and resolve escalated issues
- Fulfil any critical/crisis support as directed by Manager

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

- GDS experience with Galileo (desirable)
- Customer service experience in a fast-paced office environment
- Excellent telephone manner
- Skilful with Microsoft Office (Word / Excel)
- Excellent numeracy and literacy skills
- Manage a diverse range of duties at one time
- Experience in dealing with conflict resolution
- Travel experience (desirable)

**Personal Qualities**:

- Able to create solutions & identify areas for improvement in procedure
- Excellent team player with the ability to work independently
- A flexible and adaptable approach to work
- Great attention to detail and accuracy
- Ability to organise, prioritise and manage own workload efficiently to tight deadlines

**Qualifications**:

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

This is a FULL-TIME office-based role, where you will be required to work a 37.5-hour week, with varied shift patterns Monday to Sunday. Hybrid working will be consider

**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

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