Customer Service Advisor

**We are excited to be recruiting a Customer Service Advisor to join our motivated Sales Support team at Headwater. If you love speaking with people, coordinating itineraries and are all about the detail this is the role for you**

Here at Headwater, we organise outstanding self-guided holidays for our customers, and our mission is simple, to Improve life through travel. As the Customer Service Advisor, you will be supporting our customers after the point of sale, this role focuses on bookings administration, working with suppliers to confirm bookings, following up on sales leads, and keeping the customer informed at every stage until they start their holiday. We are devoted to creating exceptional experiences for our customers through great communication and service. Customer insight and performance results drive our thinking, ensuring everything we do is engaging & effective, timely & targeted and most of all customer-led.

This is a full-time, 37.5 hours per week role covering Monday to Friday (09:00 - 17:00) and only 1 in 3 Saturdays (09:00 - 13:00), providing a half day off during the week. Our office is in Northwich and we ask for you to be able to come into the office 5 days a week.

Headwater is part of the Adventure division at the Travelopia group - we are travel experts. Our award-winning travel brands build outstanding experiences for our guests and our diverse portfolio of travel businesses are unified in their common purpose “To enrich lives through inspiring travel experiences” for not only our guests but also for the people and places we visit.

**What you will be doing**:

- Answering incoming and outgoing calls delivering exceptional customer service at all times
- Responsible for servicing customer queries after the point of sale, amending holidays whilst maintaining customer relationships throughout
- Managing administration duties including postal services, ticketing, maps, route notes, sending brochures and invoicing in a timely manner
- Booking rail and other transportation where required to support the sales team
- Facilitating queries from locally appointed agents on the ground
- To ensure all holiday documentation is accurate and sent within given time frames
- Maintain ongoing relationships with customers after the point of sale to ensure customer retention

**What we are looking for**:

- You have experience in ‘on request’ holiday facilitated sales and service environments—you’re comfortable with inbound and outbound telephone interactions
- A diligent individual who has a genuine passion for helping customers and answering holiday related queries
- European travel and geographical air/rail experience would be beneficial
- You are a confident communicator and make efficient decisions
- Flexibility to support the business in conducting ad-hoc tasks to facilitate customer requests
- Meticulous attention to detail is required for this role along with the need to multitask
- Previous experience working with GDS platforms such as Amadeus/Galileo is a distinctive advantage

**What we can offer**:

- Competitive salary with annual salary review
- 33 days annual leave that increases with length of service (including bank holidays). And the opportunity to buy up to 10 days of additional holidays per annum
- An enhanced employer contribution pension scheme
- International health insurance and Life insurance
- Travel benefits and retail discounts

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.