This company provides educationally rich experiences for schools and groups specialising in Ski, Sport and History tours.
Responsible for delivering excellent Customer service, via the timely and proactive administration of tailor made or defined package bookings. Customer liaison to ensure that all school groups have a ‘best in class’ experience which will ensure that they rebook all future tours within the group.
Key Responsibilities and Accountabilities:
Customer Service
- Accountable for building rapport and relationships with Customers to ensure effective / timely & proactive communications and excellent customer service at all times.
- Manage Customer information internally and externally in a timely manner.
- Having a full understanding of your product to assist the party leader in planning a ‘best in class’ tour and a well-organised planned itinerary.
- Managing all aspects of pre, mid and post travel administration for your groups.
- Ensure Customer feedback is encouraged, escalated and acted upon in a positive manner and Customer Questionnaires / feedback meet the set standard.
- Responsible for handling complaints effectively within their standards
- Be available and recognise the seasonality of the role in being flexible to days and hours that support, service is required for the Customer.
Effective Operating
- Ensure knowledge of destination / products / brand speciality is continually updated, refreshed and enhanced where necessary.
- Continuous feedback of potential improvement of processes to ensure they are efficient and fit for purpose
- Always ensure effective checks/procedures to ensure that all customer-related paperwork produced is completed in line with their standards and delivered to set deadlines.
Operational Support
- Ensuring and facilitating effective communication in a timely manner with the Transport, H&S, C/S, to ensure customer requirements are accurately and efficiently managed
- Ensuring effective, regular communication with the Sales teams. Dealing with queries or issues and feedback provided as required to address any underlying issues.
Sales Support
- Responsible for assisting sales teams with sales when required and meeting targets
- Undertake all duties in an efficient method and in line with their standards to ensure that Customers are retained and rebook with the portfolio of brands.
- Ensure all opportunities are promoted to up selling additional services for commercial gain.
- Ensure the issue of extra charges for single room sups / luggage charges / extra add to the tour are always charged back to the booking and invoiced promptly and efficiently.
Cross functional working
- Be the key point of contact between internal departments and the Customer ensuring information is handled and delivered in a professional and timely manner.
- Liaising with other departments is undertaken in a timely and proactive manner to ensure the Customer’s requirements are pre planned and/or pre booked.