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UK Operations Executive job description

Job Title: UK Operations Executive

Department: UK Operations (Sales Centre)

Location: Brighton

Travel Factors: Some overseas travel for educational purposes

Reports to: Sales Centre Supervisor

Interfaces with: Sales Centre, Customer Services, Trading, Business Systems, Finance

Job Role Summary

To administer pre-departure changes, liaising with customers, staff and suppliers in order to negotiate the optimum solution, which satisfies Neilson’s high quality experience whilst also respecting to the organisations commercial goals.

Despatching accurate, comprehensive customer documentation within agreed timescales. Loading, maintaining and ticketing any directly purchased schedule flying. Meeting the staff travel requirements.

Assist e-Commerce team with webchat & admin/sales inboxes where necessary and follow KPI’s

Key Responsibilities and Tasks

Challenge and improve ways of working and the customer offering to drive efficiency and support the overall goal of maximising growth and value added by own business area.

Consistently meet or exceed all individual service targets.

Take personal responsibility for the integrity of any booking you are making; changing and highlighting any pricing/loading errors immediately.

Pre Departure Changes

To collate and coordinate all pre departure changes. Source suitable alternatives, identify best solution and communicate change to affected customers/agents/suppliers

Record all costs caused by changes. Log by department responsible and provide regular summary and end of season analysis.

Ad-hoc changes relating to errata, health and safety and quality issues.

To manage the UK Operations inbox, processing all queries and requests promptly.

Documentation & Dispatch

Checking the quality and accuracy of information provided in customer documentation, actioning changes as necessary.

Ensuring customer documentation is dispatched within agreed timescales.

Log/order all auxiliaries booked to ensure all extra documentation pertaining to these extras is dispatched to customer.

To manage dispatch queries, processing all requests promptly.

Acquiring SBB tickets, rail cards and fly luggage vouchers from STC and reconciliation of invoices.

Transport

Provision of an efficient staff travel service, sourcing the most economical / suitable flights for all staff movements.

Manifesting all 3rd party charter flights within agreed timescales.

Managing scheduled allocations, ensuring ticketing and unsold stock returns are completed within agreed timescales.

Continuously monitor and improve the customer offering, through personal service delivery and action and through collaboration with the wider team.

Develop of new ideas to improve service and remove barriers that inhibit service delivery.

Understand the brochure terms and conditions with regards to changes to holiday arrangements and be able to explain them clearly to the Travel Agent or customer as required.

Respond to incoming sales and admin emails with a desired turnaround time of 24hrs or less when required.

Excellent customer service skills identify the customer’s needs and recommend appropriate products accordingly using in depth product and service information.

To exceed service and customer service levels through live web chat and web forums.

Checking the quality and accuracy of information provided in customer documentation, actioning changes as necessary.

Support improvement workstreams and continuously strive to improve own operating standards and methods in order to meet and exceed agreed service levels.

Delivery of all personal KPI’s and adherence to all operational standards.

To use our in house booking systems; @Com, Travelink and Neilson’s customer database efficiently.

Follow all Sales Centre policies and data protection act at all times.

Maximise personal skills, knowledge and experience to positively impact on performance and assist in meeting business goals.

To be commercially aware.

Prepared to travel overseas for educational and product knowledge improvements purposes.

Assist in training and development of new staff.

Attend regular product training sessions.

Leadership, Management, Personal Skills or Qualities

Essential: To work as an individual and to be a team player.

Excellent verbal and written communication skills.

To be commercially aware.

Great attention to detail.

Proven organisation skills and a can-do approach to problems and challenges.

Able to communicate with all levels of external customers, ensuring customer care at all times.

Experienced in data interpretation and manipulation, using an analytical approach in order to resolve problems.

To develop good working relationships with colleagues and other internal departments

Take responsibility for all decisions made related to the role.

Flexible approach to working hours and possible weekend shifts.

Desirable: Travel related work history.

Customer service background.

Experience of working in a high pressure environment.

Technical Skills, or Knowledge

Essential: Knowledge of Microsoft packages: Word, Excel, PowerPoint, Email.

Numerically accurate.

General geographical knowledge.

Good typing/input skills and speed.

Analysis of statistics.

Competent knowledge of database systems.

Desirable: Overseas operational experience.

Customer service experience.

Data loading experience.

Experienced user of GDS systems.

Experience and Track Record

Essential: Previous administration skills experience.

Previous customer service experience.

An active interest in skiing or sailing.

Desirable: Previous ski or sailing experience.

Travel agent or telephone experience.

Qualifications, Training, Professional Memberships, or Accreditations

Essential: Educated to GCSE level, or equivalent, in Maths and English.

Desirable: Travel or tourism related higher education qualification.