Customer Support Specialist

Role: Customer Support Specialist (Groups Specialist)
Reports to: Groups Team Leader

**Salary**: £21,367 plus £3,618.45 guaranteed shift allowance
Total package: £27,483 including shift allowance, bonus and pension contribution plus additional benefits
Hours: 37.5 hours per week on a shift basis between the hours of 13:00 - midnight, Monday - Friday.

**About the Travel Innovation Group**

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So what exactly do we do? It all began with our boutique service and market-leading tech, connecting the travel trade with the world's leading airlines and most recognisable travel brands. Thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say - we’ve always been innovators at heart

Our offices, people and partners now span the globe, but the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to work with us, succeed with us and grow with us.

**You’ll want to know about the department that our role is in**

The department operates between the hours of 13:00 and midnight, Monday to Friday. The breakdown of your normal hours of work will be by agreement with your manager but typical shift patterns are either 13:00 - 21:30 or 15:30 - 00:00 on a rota basis.

**The role**:
Our Groups Specialist will provide a friendly and efficient service to external (travel

Tasks & responsibilities include, but are not limited to:

- Carry out the above in line with set company service level standards in a friendly & professional manner
- Use a GDS to: check availability, price flight itineraries, make and ticket bookings & action post ticket amendments
- Use industry knowledge and initiative to choose best airlines to approach to meet the groups requirements
- Make sound commercial decisions on margins & pricing on a booking by booking basis
- Work on own initiative without constant supervision
- Update all transactions accurately into the database
- Keep on top of all airline deadlines for deposits, balance payments, names & ticketing
- Ensure payments are received from clients in good time to meet deadlines
- Develop a good understanding of the market and competition
- Form close ties with staff within airline partners to strengthen relationships
- Be aware of, and work towards, sales targets
- Answer phones of other departments during busy times
- Be a committed, enthusiastic and supportive team member
- Be aware of company’s goals and aims and strive to achieve at every opportunity
- Deliver an efficient and professional service to internal and external customers
- Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings
- Acknowledge correspondence within set standards and timescales
- Assist other departments when and where necessary to ensure business continuity and minimum standard performance
- Maintain systems to ensure quality control
- Strive to continuously improve the quality (presentation, accuracy and coverage) of information relevant to the business
- Keep accurate records and filing systems both computer and hard copy resources
- Maintain high levels of accuracy
- Keep product knowledge & operational skills up to date
- Undertake appropriate training as required
- Work in a positive, proactive and determined manner

**Job Types**: Full-time, Permanent

**Salary**: £21,367.00 per year

**Benefits**:

- Company pension
- On-site parking
- Referral programme
- Wellness programme

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Overtime

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Ellesmere Port, CH65 9HQ: reliably commute or plan to relocate before starting work (required)

Work Location: One location