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IC Support Specialist

4 months ago

London UK, UK, United Kingdom Global Travel Collection UK Full time

Job Purpose

The primary function of this role to service client travel requests, accurately, efficiently and within agreed deadlines. Works in conjunction with the Operations Manager and IC support desk to proactively assist team members and IC’s when required, with assistance in relation to any part of their business by following Global Travel Collection UK procedures.


Guide IC through procedures by offering training & support. Travel Consultant / IC Support Specialist will become an internal ‘Dolphin’ champion, providing support and training to ICs on the Dolphin mid office software.


To ensure your training needs are identified and met, for your own self-development to be achieved in line with business needs.


Knowledge, Experience & Skills Required

  • Minimum 4 years business travel experience
  • Excellent Galileo skills including strong fares & ticketing knowledge (published and net fares)
  • Good British & European Rail knowledge including Evolvi / Voyages SNCF
  • Excellent all-round travel products knowledge
  • Good administration skills
  • Excellent time management skills
  • The ability to work to deadlines and priorities workload in a high pressured and demanding environment
  • Exceptional communication & customer service skills
  • A good command of the English language (verbal and written)
  • Good fares knowledge, qualified to a minimum level of British Airways Fares 2
  • Ability to work as a team member and communicate with management
  • A positive and proactive attitude
  • A good understanding of Company Policy and procedures
  • Flexible approach, enthusiastic and sense of humour
  • ATOL and Package Travel Regulations knowledge
  • ITX fare knowledge & FIT hotel contract knowledge
  • Ability to create dynamic packages


Main Duties & Responsibilities

  • Answer telephone in polite, timely and efficient manner.
  • Service client travel requests ensuring best value for client adhering to company policy in a timely manner, offering expert advice in all aspects of business Travel and Global Travel collection UK services
  • Process any administrative task or query promptly and accurately.
  • To immediately report and log all complaints / Praise to your Line Manager and to respond as directed.
  • To maximize client service by ensuring minimum errors and Global Travel Collection UK preferred policy is followed, in all possible instances, in line with client requests.
  • Quality control own work within agreed time scales, to ensure work is accurate for management information and immediate action from the accounts department.
  • Attend client and supplier functions when and if required, to develop and maintain good relationships
  • Become Colletts product champion for Dolphin (both for ICs and house)
  • Deliver all in-house Dolphin training
  • Lease directly with Dolphin on any issues
  • Provide training to re-onboard all house agents and ICs, including CRM training, and deliver future onboarding training for new ICs
  • Answer Dolphin queries and support agents/ICs with Dolphin issues
  • Run CRM reports to ensure Dolphin is being used properly
  • Become AXUS product champion (inventory software)
  • Run training, answer queries
  • Ensure connection between Dolphin and Axus is working
  • To ensure your own personal training and development is achieved by:
  • Assisting in identifying your training needs with your Line Manager.
  • Attend agreed training courses.
  • Ensure the training evaluation process is efficiently and correctly followed.
  • Give feedback to your Line Manager, to benefit other staff members.
  • Take responsibility for your own workstation, including maintenance and operation and general office tidiness, as directed.
  • To work such hours as are necessary to ensure the smooth running of the position.
  • Answer and refer ATOL related enquiries


For your team:

  • To take responsibility for IC support desk in the absence of the operations manager
  • Attend and proactively participate in regular staff meetings as and when required.
  • Assist team members and any IC’s as required ensuring maximum service to the client.

For the Company:

  • To identify and report any prospect employee to Line Manager
  • To assist Global Travel Collection UK to maintain a safe working environment for staff and visitors to the office, as set out in the Staff Handbook and Health and Safety guide.
  • To provide general assistance to any other function within Global Travel Collection UK, as directed.
  • Identify any potential new business when possible, reporting to Line Manager
  • To represent GTC and Colletts raise UK profile when and if possible.