Operations Support Specialist

3 weeks ago


StratforduponAvon, Warwickshire, United Kingdom Travel Counsellors Full time

Join Travel Counsellors, a leading travel marketplace for self-employed travel entrepreneurs, as an Operational Support Executive. Our customers, communities, and colleagues are at the heart of everything we do. As a key member of our support team, you will play a vital role in delivering exceptional customer service and supporting our Travel Counsellors to create unique, inspiring, and exciting experiences for their customers.

**Key Responsibilities:**

* Provide professional and world-class customer service to new and existing Travel Counsellors
* Support Travel Counsellors to secure new bookings, including manual pricing
* Manage voluntary and involuntary changes to existing bookings
* Assist with booking cancellations
* Be the first point of call for in-house system queries
* Contribute to team discussions around process improvements
* Support our Travel Counsellors to adopt new ways of working and tools available

**Benefits:**

* Competitive basic salary + annual company bonus
* Flexible hybrid working model
* Career development and promotional opportunities
* 25 days holidays (increasing to 28 after 5 years of service)
* A Moments That Matter Day (annually)
* Enhanced maternity/paternity pay
* Holiday buy and sell (up to 5 days per year)
* 3 paid days charity leave
* Company events, socials, and incentives
* 3x annual salary death in service benefit
* Company pension scheme
* Costco membership
* Salary sacrifice, company car scheme
* Cycle to Work Scheme
* Employee Assistance Programme
* Free breakfast, fruit, and hot/cold beverages
* Referral scheme
* Employee discount
* Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

**Essential Skills:**

* Energetic, motivating, and positive individual with strong organisational skills
* Knowledge of dealing with operational enquiries
* Proficient in MS Office products, including Excel and Outlook
* Ability to work across different contact channels at the same time, such as email, telephone, and live chat
* Ability to maintain a high level of professionalism while working with both internal and external customers
* Must be accountable and be able to work with minimal supervision to resolve customer queries fully
* Ability to work at pace and thrive in a high-pressure environment
* Strong interpersonal skills and excellent written and verbal communication skills with a flair for customer service
* Flexible in working hours to cover a variety of shifts

**Desirable Skills:**

* Knowledge of dealing with in-resort issues
* Experience with GDS systems
* Contract loading experience

**About Us:**

At Travel Counsellors, we pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business. We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses.

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.



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