Operations Support Executive

2 weeks ago

Manchester, United Kingdom Travel Counsellors Full time

Role Summary

Our TC Support function is the engine room of our business. We are investing in a multi skilled team of Operational Support Executives and are on the lookout for professionals with operational travel experience and a passion for customer service. Over time you would spend time in different areas of TC Support enabling us to flex according to business needs and provide the best possible support to our Travel Counsellors.

As we undergo a companywide Digital Transformation programme, the role of our TC Support teams is shifting from a traditional helpdesk to a multi skilled group of high performing individuals who are driven to deliver exceptional service as well as to think creatively about how we improve our service and processes. In return, you’ll have the chance to share your ideas, contribute to exciting projects that will enhance your experiences and career opportunities within a disruptive and ambitious business.

Adding Value to Travel Counsellors

Comfortable with change and flexible in your approach, you will have the ability to respond easily to the varying needs of our customers. The role will rotate between different areas of TC Support, duties include but are not limited to:

Acting as a brand ambassador to provide professional and world class customer service to new and existing Travel Counsellors Supporting Travel Counsellors to secure new bookings, including manual pricing Managing voluntary and involuntary changes to existing bookings Assisting with booking cancellations Being a first point of call for in house system queries Contributing to team discussion around process improvements Supporting our Travel Counsellors to adopt new ways of working and tools available

Skills, Experience & Behaviours Required

Energetic, motivating, and positive individual Knowledge of dealing with operational enquiries Proficient in MS Office products including Excel and Outlook Ability to work across different contact channels at the same time, such as email, telephone, and live chat Strong organisational and interpersonal skills Ability to maintain a high level of professionalism while working with both internal and external customers Must be accountable and be able to work with minimal supervision to fully resolve customer queries Ability to take ownership and deliver a resolution Ability to work at pace Strive in a high-pressure environment Excellent written and verbal communication skills with a flair for customer service Flexible in working hours to cover a variety of shifts

Desirable attributes

Knowledge of dealing with in resort issues Experience with GDS systems Contract loading experience

Our Benefits

Working here at Travel Counsellors, we value the hard work and effort that our colleagues put in. Because of this, you can expect a wide range of employee benefits including:

A competitive basic salary + annual company bonus Flexible hybrid working model (2 days home, 3 days office) Career development and promotional opportunities 25 days holidays (increasing to 28 after 5 years of service) A Moments That Matter day (annually) Enhanced Maternity / Paternity pay Holiday buy and sell (up to 5 days per year) 3 paid days charity leave Company events, socials, and incentives 3x annual salary death in service benefit Company Pension scheme Costco Membership Salary sacrifice, company car scheme Cycle to Work Scheme Employee Assistance Programme Free breakfast, fruit, and hot/cold beverages Referral scheme Employee discount Private Medical Insurance (taxable benefit) or Healthcare Cash Plan (costs incurred by employees)

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