Customer Care Executive

Customer Care Executive
Location: Halifax/Hybrid working
Full Time

We are seeking enthusiastic and highly motivated Customer Service Executives to join our successful team in our Halifax.

Who we are:

HolidayGems Ltd and Destination2 Ltd are part of Travcorp Holdings Ltd and are two of the most innovative and progressive online tour operators in the UK, selling holidays nationwide to a variety of long and short-haul destinations.

Our inspirational business has grown from strength to strength in both financial terms and passenger carryings. Last year we surpassed the £110 million sales mark and gained market share across all key trading areas, including the UAE, Indian Ocean, Thailand and the Caribbean, resulting in over 500,000 bed/nights. We continue to go from strength-to-strength with a new cruise brand plus new destination openings in the year.

“The knowledge within our business is impressive and has driven our results this year. The work that we put in during the pandemic has become the platform for our growth, which together with a strong balance sheet and a strengthened senior management team, gives us a firm belief that we can and will become one of the most progressive travel groups in the UK.” Andrew Botterill, Executive Chairman of Travcorp Holdings Ltd.

We believe that keeping our team happy contributes to our business success.

Our Culture:

Our customers book dreams and it’s our job to ensure we turn those dreams into reality. It doesn’t matter at what point in your career you are with us, which department you work for or where you are based, every team member plays their own crucial part in achieving our Belief “Everyone Deserves a Little Luxury”.

We have strong values that drive our ambition of becoming one of the largest tour operator groups in the UK travel sector and are looking for people who will be excited to help drive business growth. If you are entrepreneurial in spirit, creative in your thinking, and always ready to go the extra mile then we want you onboard.

Who we are looking for:

We are looking for dynamic professionals who are passionate about customer service and enjoy working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom.

Key Responsibilities:

Ensuring every customer receives outstanding service resulting in positive reviews online about our business
Handling a high-volume of incoming calls from customers and agents regarding documentation and booking queries
Ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements and actioning any changes as requested by the customer
Prioritise and action high-volume of e-mails effectively
Pricing, quoting and administering booking amendments as requested by the customers
Investigate booking anomalies and irregularities to resolve these efficiently
Chase relevant colleagues or suppliers for documentation/confirmation
Effectively manage and resolve escalated issues

Other Responsibilities:

Fulfil any critical/crisis support as directed by Manager
Actioning significant and non-significant changes to flight schedules and working with our airline partners to find and confirm the best suitable alternatives for our customers at the best price to maximise profitability
Discussing the different options with the customers to ensure they are happy to continue with their holiday arrangements and administering all changes on the booking system

The Person: Essential Knowledge, Skills and attributes:

Travel experience (desirable)
Customer service experience in a fast-paced office environment (essential)
GDS experience with Galileo (desirable)
Excellent telephone manner
Skilful with Microsoft Office (Word / Excel)
Excellent numeracy and literacy skills
Manage a diverse range of duties at one time
Experience in dealing with conflict resolution

Personal Qualities:

Able to create solutions & identify areas for improvement in procedure
Excellent team player with the ability to work independently
A flexible and adaptable approach to work
Great attention to detail and accuracy
Ability to organise, prioritise and manage own workload efficiently to tight deadlines

Qualifications:

GCSE English and Maths: Grade 4 or above (or equivalent)

Core Benefits*:

Competitive salary
Company Pension Scheme
22 days holiday rising 1 day per year (up to 25)
Enhanced Pension
Enhanced Maternity & Paternity
Learning & Development Funding
Friendly working atmosphere
Company social events

Additional Benefits*:

Life Insurance
Health & Wellbeing Hub (including EAP)
Partner Exclusive Concessions
Staff Travel Discounts
Employee Discounts Platform
Eye Care eVouchers
Long Service Awards
Lots more perks!

*Benefits may be subject to change.

This is a FULL-TIME office/hybrid role, where you will be required to work a 37.5-hour week, with varied shift patterns Monday to Sunday.

To apply please send your CV and covering letter to recruitment@holidaygems.co.uk