Operations Executive

1 week ago

Portsmouth, United Kingdom Iglu.com Full time

We have a fantastic opportunity to join our team as a Operations Executive, focused on Change Control. The main purpose of the role is to manage existing reservations within our Tailor Made program and handle various operational duties essential for confirmed bookings. This includes a combination of group operations tasks and back-office functions such as processing changes, sending customer documentation, amending reservations, and ensuring the accuracy of customer documentation.

The focus of this role is overlooking bookings end to end, sending documentation within given deadlines, whilst providing excellent customer service.

**About Iglu**:
**Key Responsibilities**:

- Any Admin tasks on existing reservations
- Liaising with Tour Operators to process changes on reservations such as itinerary, flight, and cruise changes
- Sending notifications to customers about changes to their reservations and updating existing reservations
- Looking for alternatives and helping customers find different holidays if affected by a change
- Finding solutions, based on the issue at hand
- Helping customers with in resort issues, emergency situations if such occur
- Handling and processing client travel documentation
- Effectively checking all bookings ensuring any discrepancies are promptly identified and rectified
- Ensuring all client documentation is complete and dispatched within specific time frames
- Logging notes of all communication
- Liaising with other teams and internal departments where necessary
- Any other operational tasks as required
- Meet and exceed personal KPIs
- Be customer centric and strive to deliver excellent customer service

**Skills and Experience**:

- Multitasking and flexibility
- Good communication skills both written and verbal
- Excellent customer service skills to ensure highest quality level of service provided
- High attention to detail and logical thinking
- PC literate - knowledge of Word, Excel, Google Workspace
- Knowledge of the cruise industry and reservation systems preferable
- Knowledge of Iglu cruise products preferable
- Ability to work independently and in a team, sometimes under pressure
- Good organisational skills and being able to work to deadlines
- Excellent time management

**Behavioural Role Fit**:

- Diligent and with good work ethic
- Proactive, enthusiastic with ‘can do attitude’
- Professional at all times

**Role Key Performance Indicators**:

- Meeting deadlines
- Ensuring documents are sent out within specific timeframes before departure
- Customer satisfaction
- Number of tickets sent to clients per day
- Processing changes with no errors
- Admin tasks performed to set standards and meeting SLAs

**Why work for Iglu?**

We strive on offering a great culture and working environment for everyone but don't just take our word for it, take a look at our values and some of the benefits below:
**Our Values**:

- Put People First
- Driven by our Customers
- Love what we do
- Bold and ambitious

**Our Benefits**:

- Hybrid and Remote working options
- Personal Development Program
- Discounted travel offers for family and friends
- Gym discounts at all major chains across the UK
- Mental Health and Wellbeing Support
- Electric Vehicle Scheme
- 24/7 Online GP / Dental Service
- Life Assurance for all
- Help shape the culture of Iglu by getting involved in our Charity or Social Committee
- Bi-annual Company Get Togethers
- Plus Many More

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