Travel Support Specialist

7 days ago

Sale, United Kingdom Travel Counsellors Full time
About the Role

We are seeking a highly motivated and organized individual to join our team as an Operational Support Executive. As a key member of our support office, you will play a vital role in providing exceptional customer service to our Travel Counsellors, ensuring they have the tools and support they need to deliver outstanding experiences for their clients.

Key Responsibilities
  • Act as a brand ambassador, providing professional and world-class customer service to Travel Counsellors
  • Support Travel Counsellors in securing new bookings, including manual pricing
  • Manage voluntary and involuntary changes to existing bookings
  • Assist with booking cancellations
  • Be the first point of contact for in-house system queries
  • Contribute to team discussions around process improvements
  • Support Travel Counsellors in adopting new ways of working and tools available
What We Offer
  • A 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)
Requirements
  • An energetic, motivating, and positive individual with strong organizational 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 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
About Us

At Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

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 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.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring, and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us, time and time again.

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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