Travel Bo Contact Centre Agent

7 days ago

Kettering, United Kingdom Tenerity Full time

**Job Title**:
**Travel Support Agent**

**Location**

**Kettering**

**No of Reports**:
**Department**

**Back Office**

**Manager**:
**_(Job title only)_**

**Back Office Team Leader**

**Matrix Manager/s**:
**_(Job title only)_**

**HR Approver**:
**(Head of HR in location)**

**Georgie Hunter**

4**Travel Support Agent**

To provide essential support throughout the pre travel stage of all confirmed travel arrangements, ensuring all relevant supplier/airline information, updates and documentation is accurate and sent within the required SLA’s.60**Travel Support Agent**

**Invoice and Ticket despatch**
- Check documents ensuring all details are correct. Logging them out when correct and sent.

**Error Returns**
- Any errors found on the Invoices and or Tickets to be investigated logged and sent to relevant agent to be resolved within agreed timescales.

**Errata’s**
- All supplier Errata’s need to be relayed to the customer, where required alternative arrangements need to be agreed and information updated. Ensuring all other arrangements affected are also considered and updated.

**Location**

**Galileo Sundry Queues**
- Vendor remarks, Cancellation notification, Time Changes, Service information, APIS and General Queues.

2**Location**

**General Post/Sundry tasks**
- Open and sort general post.
- Count and record all received documentation.

**Manage inbox’s**
- Monitor all relevant inbox’s ensuring the necessary actions are taken within the agreed SLA’s

**Cancellations**
- Action cancellations as via the Travel Platform (Travel Tek) update applicable costs, requesting any pending refunds and documentation.

6**Location**

Essential Skills & Experience
- Experience of working within the call centre environment.
- Administration skills
- Understanding of the AITL business and its customers.
- Strong understanding of and ability to deliver exceptional customer service.
- Exceptional ability to prioritise workload.
- Excellent written and verbal communication skills.
- Computer literacy.
- Ability to deliver against tight deadlines.
- Good team player.
- Excellent communication skills.

Desirable Skills & Experience
- Systems knowledge (Galileo, View data, Travel Tek,).
- Excel skills
- Travel background knowledge

Behaviours
- Self-motivated with a desire to exceed.
- Flexible and adaptable to changing priorities.
- Positive “can do” attitude.

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