The Role

This is a core role within the business - nurturing a direct relationship with our customers and listening to their needs and what they want from a winter holiday. You are the front line of our online holidays brand and we are looking for someone to represent to the highest of standards. This fast-paced role is focused on sales and will be selling holidays to our large pool of customers; from groups of friends in their 20s all the way through to multi-generational family bookings. Although this role is advertised as a sales agent for Erna Low, you will also support across other brands we have as partners or in our portfolio. More information will be given at the interview.

Your role is to aid the client throughout the booking process, guiding them to book the perfect holiday for their needs drawing on your knowledge of the wide range of products we offer. You will be their main port of call for all after-sales care and will be responsible for upsells on your bookings as well. Customer contact is via email, phone and live chats. They may have found our offering via multiple marketing activities, word of mouth or brand partners. Whatever their discovery route, it is your job to keep them with us!

You need to be highly organised, able to work independently, self-motivated and a great communicator - that’s within the team, the wider company, and of course with our customers.

We are looking for a kind and conscientious individual who is efficient yet gives the customer the time, attention, and friendly experience that we strive to be known for.

About Us

Our online holiday partner, Erna Low are hiring and we said we would love to share this with our Wasteland audience! For those of you who don’t know, Erna Low is the original wintersports operator in the UK, representing a vast choice of holidays for multiple generations of customers. All with one mission; committing to excellence to deliver a 5 star customer experience from start to finish.

Their in-house technology and booking platforms allow dynamic search and customer booking management, connected to a large choice of direct suppliers and providing a one-stop-shop for everything a customer may need to fully customise their holiday. Although there is the option for customers to book directly with no sales assistance, Erna Low like to provide that human support for when it is needed - being expert advisors during customer exploration, reducing choice-fatigue and making sure they enjoy the booking process.

This is a great opportunity for someone looking to get into the industry with a solid, growing and exciting company

Working hours

In the OTA (Online Travel Agent) Team we work on a rota basis with varying shifts, especially in winter. You will be required to work a variety of shifts including up to one weekend day per week.

Responsibilities

• Take ownership of the customer’s sales journey, assisting them from first contact to booking and create a unique experience.
• Understand how they found out about us and feed this back to the marketing department.
• Making, managing, and administrating bookings.
• Be the main point of customer contact throughout their contract with us; deliver a high-quality customer experience at all stages.
• Communicating with all our customers across our various communication channels.
• Guide potential customers to making informed decisions on their holiday selection.
• Advising potential customers on the various products and services we offer - cross selling across the portfolio of brands where relevant.
• Upsell additional ancillary products to customers based on their needs (examples include ski hire, lessons and transfer).
• Gain insights by listening to customer desires and feedback to Line Managers - represent the needs of the customer to influence product development.
• Processing payments and refunds.
• Dealing with cancellations and complaints.
• Represent the brand in line with our brand guidelines and tone of voice

You will thrive in this role if you are

• An excellent communicator: comfortable on the phone, email, and text chat
• Organised and ambitious to achieve
• Caring and empathetic
• Curious and wanting to learn and provide better solutions for our customers
• Authentic (being yourself and being self-aware is valued highly in the OTA team)
• Conscientious and inclusive
• Adaptable to different people and situations
• A team player
• Adventurous (our customers like to be inspired!)

Requirements

Below is an overview of the criteria we hope candidates will bring to the role. The reason we include this is to facilitate prospective candidates' applications, ensure equal opportunities and allow candidates to understand the role more thoroughly.

Experience

• Working in a sales environment
• Knowledge of the ski/travel industry
• Working in a customer service setting
• Working with support and CRM systems, preferably the following platforms: G-Suite, intercom, voice host

Skills/abilities

• Fluent English in written and spoken skills
• Excellent interpersonal and communication skills
• Identify customer desires through effective questioning and qualifying
• Strive for quality work and service
• Adaptable and fast learner

Key working set up requirements

• Happy to work shifts and weekends
• Happy to work within a team which includes remote members

Desirable requirements (not compulsory)

• Languages: French, German or Spanish
• Experience in Travel/Tourism sectors

Benefits

We have won awards for being one of the Top 20 Businesses to work for in travel. Part of this is because we believe that not all benefits are quantifiable in a monetary sense. Here at Wasteland, we like to ensure we are giving back on all levels:

Financial

• Competitive salary and bonus (up to 15%)
• Friends & family discount on ski holidays (and some treats the longer you are with us)

Social

• Regular “low key” drinks after work and social opportunities
• Several paid-for socials through the year and annual team-building trips, including Team Ski

Work

• Flexible working environment
• Clear career development and CV amplification opportunities after the initial contract
• Exposure to senior leadership for training and mentoring
• Extra holiday allowance continuous service

Products & tools

• Merch pack (T-shirts, SunGod sunglasses and beanie)
• Discounts on a wide range of companies, brands and experiences

Health

• Welfare work package
• Our commitment to equality and diversity

All employees must have respect for every individual, adhering to, promoting and developing our Culture Manifesto. This means, but is not restricted to, treating all with dignity, consideration and fairness in addition to accepting and welcoming differences between people.

Wasteland is an equal opportunity employer and prohibits discrimination and harassment of any kind. Please see our full statement on our careers page. We encourage and welcome all applicants to apply.