Customer Operations Coordinator

Travel Trade Recruitment; Greater London; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Hybrid in London

OTE £35,000

Great working environment

Job summary

Travel Trade Recruitment is seeking a Customer Operations Coordinator in London. You will recruit, train and support a small team of Executives to deliver outstanding customer service from sale to return, ensuring timely communications and smooth booking journeys.

The role covers team support, coordinating daily tasks, reporting to the Sales and Operations Manager, liaising with suppliers, and managing manifests with the overseas team.

Qualifications

• Excellent communication and customer service skills required.
• Strong time management and organisational abilities.
• Numerical skills and accuracy are essential.
• Proficiency with Microsoft Office Excel is expected.
• Attention to detail and self-motivation are important.
• Interest in supervisory development is a plus.
• A passion for winter sports is desirable.
• Experience in an office-based customer service/operations role in travel is preferred.

Responsibilities

• Act as main point of contact for Customer Operations team, providing training and support.
• Plan daily tasks and report progress to Sales and Operations Manager.
• Monitor customer detail chasing and call progress, ensuring deadlines are met.
• Manage rotas to ensure all channels (live chat, email, phones) are covered.
• Collaborate with suppliers and overseas team on bookings, updates and cancellations.
• Assist with incident response during the operational season.

Skills

Excellent communication

Customer service

Time management

Organisation skills

Attention to detail

Self-motivated

Supervisory skills

Passion for winter sports

Travel industry experience

Tools

Microsoft Office Excel

Job description

Customer Operations Coordinator Needed for a specialist tour operator / Hybrid in London

As Customer Operations Coordinator, you are responsible for recruiting, training and supporting a small team of Executives in delivering the very best customer service from point of sale to the customer's return from holiday. Responsible for delivering the highest possible standard of client services - you will deliver faultless and timely customer communications, operational logistics, proactively deliver accurate, detailed information at each stage of the customer's booking journey. You are constantly striving for quality and efficiency improvements in all these areas.

Team Support

• Acting as a main point of contact for questions, support and day to day training for the Customer Operations team whilst delivering the highest standards of service and information post booking
• Responsible for setting the team's daily tasks and reporting progress to the Sales and Operations Manager
• Responsible for reporting on customer detail chasing and Bon Voyage call progress and ensuring deadlines are met
• Responsible for managing rotas to ensure customer communication channels (live chat, email and phones) are all responded to
• Responsible for managing rotas to ensure customer communication channels (live chat, email and phones) are all responded and duty shifts are covered in line with business objectives
• Jointly responsible for conducting performance reviews and recruiting new team members with the Sales and Operations Manager

Operations

• Responsible for liaising with agreed suppliers (including ski schools, transfer suppliers and ski extra providers) to confirm bookings, manage stop sales and process cancellations and amendments with accuracy and in line with supplier deadlines and business objectives
• Responsible for manifesting, liaising with suppliers and the overseas team and informing relevant stakeholders of any operational updates for departure dates
• Responsible for ensuring scheduled flights are ticketed within deadlines
• Responsible for creating weekly Tourist Tax bookings, for their distribution and for monitoring and chasing collection, reporting on weekly and final figures in line with business objectives
• Working with the Sales and Operations Manager to ensure that agreed supplier orders match the manifest and for recording in-resort changes (such as no-shows or amendments to orders) and for checking that agreed supplier invoices reflect actual numbers and services so they can be passed to accounts for payment
• Act as a senior member of the incident response team during the operational season

Essential

• Excellent communication and customer service skills
• Excellent time management and organisation skills
• Good organisation and numerical skills
• Highly proficient with Microsoft Office Excel
• Accurate attention to detail and highly self-motivated
• Desire to develop supervisory skills
• A passion for winter sports
• Previous office-based customer service/operational travel industry experience

Package

• Hybrid in London (2 days office 3 days remote)
• OTE £35,000
• Great working enviroment