Overview

Working patterns (minimum 4 days per week). Working hours: Weekdays: 09:00-17:30 or 10:30-19:00; Saturday 09:00-17:30; Sunday 10:00-16:00. Working 2 to 3 weekend days a month, usually in an in/off weekly pattern but this can be amended based on staffing levels. Salary: £26,000

About the role

Studies show that a large part of the enjoyment of a holiday is in the anticipation… you\'ll be responsible for providing exceptional customer service, managing bookings from the point of confirmation right through to the departure date. Effectively managing all post-sales queries and information and liaising with product team and ground agents to ensure the correct information is present. Handling all updates and changes to bookings to deliver the ultimate holiday experience.

Key Responsibilities

• Deliver personalised customer service and support of the highest level at all times
• Professionally handle incoming requests from customers and colleagues, ensuring that requests are resolved both promptly and thoroughly
• To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines
• Work with commercial team to ensure customers have the best possible group experience, offering alternatives where necessary
• Work with product team to implement trip changes/improvements
• Responsible for executing all customer service tasks within reservation system
• Continuously evaluate and identify opportunities to drive process improvements
• Ensuring a customer focused approach is adopted in all assigned responsibilities
• Good relationships with product team to ensure trip information is correct and available
• Good communication with ground agents when necessary to ensure the smoothest transfer of information
• Take sales enquiries through all channels when required
• A flexible attitude in the undertaking of all tasks is paramount
• Passion for sustainable, adventure travel
• Energetic, enthusiastic and a strong desire to exceed customer expectations
• Strong communication and interpersonal skills
• Effective planning, prioritising and organising of workload
• Accuracy, quality and attention to detail
• Strong team player
• Proven results in maximising sales (desirable)
• Experience in computer booking systems, preferably within travel (desirable)
• Extensive travel experience or travel industry experience (desirable)
• GDS experience (desirable)

About Explore

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, and we are open to discussing flexible working arrangements. Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. Sustainability and responsible tourism is at the core of everything we do.