This is a full-time permanent position, and we offer hybrid working, with 3 days per week based out of our Century City office and the other days working remotely. Your working pattern will reflect the UK time zone taking into account daylight savings time and you will work approx. 2 weekend days per month with a day off in the week.
As part of the Tailormade team, you will be working with our brands Sovereign, Citalia, and American Holidays, offering tailormade, luxury experiences across the globe. The Tailormade division is proud to be a part of Travelopia - we are travel experts! Our award-winning travel brands build unique experiences for our guests, our business is not just about showing people the world but crafting new ways to experience it. Our common purpose: To enrich lives through inspiring travel experiences, for not only our guests but also for the people and places we visit.
As a Customer Operations Executive, you will be primarily responsible for dealing with Aftersales Support to ensure that our customers receive outstanding service at every opportunity.
What you will be doing
This is an extremely varied role, covering a mixture of Aftersales Support, Operations, and Oversees support, as well as handling Customer relations, despatch, and Health and Safety matters. Your key responsibilities include:
- Aftersales and Sales Support: quoting amendments and cancellations on bookings, collaborating closely with suppliers to check pricing and product availability
- Upselling travel extras such as excursions, car hire or airport lounges
- Handling a number of email inboxes (Cancellations, Customer Services, Supplier)
- Quality checking bookings and feedback on any errors to relevant teams
- Operations and Overseas Support: Managing any changes or in-resort issues that occur, ensuring they are dealt with in a seamless and efficient manner whilst exceeding customer happiness
- Play an active role in Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis situation by communicating with customers and ensuring you follow all set policies and procedures
- Manage and support the day-to-day relationship with our DMCs across all Tailormade brands
- Be willing to join our Out Of Hours team being on-call once every 6 weeks
- Despatch: Making sure all third-party ancillary products are booked, checking all documentation is printed, checked and posted, as well as answering any enquiries
- Health & Safety: Monitor, report and respond to any H&S complaints through in-resort, post-holiday and customer feedback comments, making sure appropriate action is taken
- Customer Relations: Investigate, document and respond to post-holiday complaints within set internal and external timeframes with a view to exceeding customer satisfaction and meeting the needs of the business
- Liaise with suppliers and internal departments to improve the recovery and compensation and provide information for Quality Assurance
To be successful in this role, you will be able to deliver a high level of customer service and have a dedication to exceeding customer expectations at all times. As well as being calm under pressure and able to make decisions quickly.
Attention to detail, fantastic organisational skills and always being positive and hard-working, with a willingness to take ownership of a situation as needed, are all crucial skills to succeed in this team.
The ability to be flexible, able to meet tight timeframes, and able to sometimes work extra hours during a time of crisis to ensure we are there for our customers when its most needed.
We also require proficiency with Microsoft Office (Outlook, Teams, Excel, Word). Knowledge of a GDS system such as Amadeus or similar would be highly desirable.
Lastly, prior experience in a travel or aviation related role is important to allow you to provide the best service to our customers.
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.
Are you passionate about travel? Able to provide a high level of customer service and work well in a team environment? Then apply today, telling us why you would make a great addition to our Customer Operations team!
