Customer Service Advisor - Cruise & Tours

dnata Travel; Farington Moss; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Staff travel discounts

25 days annual leave

Pension scheme

Life assurance

Health care for family

Employee assistance program

Cycle to work

Job summary

dnata Travel Group B2B is seeking a Customer Service Advisor to join our cruise and tours team in Leyland. You will handle after-sales queries, assist travel agents with bookings, and ensure excellent service for Cruise Plus and Incredible Journeys.

We value customer focus, accuracy, and the ability to work in a fast-paced environment. Roles include phone and email support, with office hours 9am–9pm across 5 days in a 37.5-hour week.

Qualifications

• Experience in customer service or travel industry preferred.
• Excellent communication and attention to detail.
• Able to stay calm under pressure and meet deadlines.

Responsibilities

• Handle after-sales queries from travel agent partners by phone and email.
• Process changes to bookings and add special requests.
• Assist with booking special meals and seats on flights.
• Provide high-quality service to Cruise Plus and Incredible Journeys customers.

Skills

Customer service

Communication

Attention to detail

Working under pressure

Teamwork

Education

GCSE Maths & English (A-C/9-4)

Job description

dnata Travel Group B2B is an award-winning tour-operator with over 40 years’ experience in tailor-making holidays to worldwide destinations across 4 specialist travel brands – Gold Medal | Pure Luxury | Cruise Plus | Incredible Journeys. We are part of dnata Travel Group family, owned by the Emirates Group.

We are now recruiting for a Customer Service Advisor to join our cruise and tours customer service team in Leyland, supporting our B2B brands of Cruise Plus and Incredible Journeys.

This is great opportunity to join a fast paced and exciting industry where no 2 days are quite the same. In this role you will service after-sales calls from our travel agent partners providing the excellent service that they expect from us.

Our Cruise & Tours Customer Service Team is dedicated and passionate about supporting our travel agent partners, going the extra mile, and making them and their customers feel valued at each step of their journey and make us stand out from the crowd.

Day to day you will be responsible for supporting our travel agent partners and providing great after-sales care both over the phone and via email. This will include:

• Answering varied queries including invoice issues, commission and VAT information, insurance and any other enquiry relating to a reservation
• Making changes to a customer’s holiday
• Adding special requests to bookings
• Booking special meals & prebooking seats on flights

Hours: 37.5 hours per week, 5 days over 7, between 9am and 9pm.

To be considered for this role, you need to have the following: -

• Previous experience working in a customer service or travel industry environment
• Highly customer focussed – always putting the customer first
• Excellent attention to detail
• Excellent communication skills
• Able to work under pressure, meet deadlines and remain calm
• Passionate about travel
• Great team working skills
• Travel qualification – desirable
• GCSE Grade A-C/9-4 in Maths and English language – or equivalent

Our bright, modern office in Leyland is just 10 minutes from junctions 28 & 29 of the M6, 15 minutes' walk from Leyland train station and with easy bus route access from the surrounding area.

We have some fantastic benefits, making us a great place to work:

• Travel discounts – we have a dedicated Staff Travel Team to source the best deals for our people
• 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays)
• Additional annual leave purchase scheme
• Company pension scheme
• Life assurance
• Low-cost health care for you and your family
• Employee Assistance programme
• Mental Health First Aiders
• Ongoing development – we have an in-house People Development Team
• Industry/social events – including supplier events, office socials & parties and pop-up shops
• Cycle to work scheme
• Long service awards
• Reward & recognition programme
• Belong programme - Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy
• Volunteer days – one day’s paid leave each year to volunteer with a registered charity
• dnata4good – supporting the local communities we work, live and thrive in
• Refer a friend scheme
• Free eye care tests
• Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping
• Casual dress code
• Free tea and coffee, subsidised on-site restaurant with free Wi-Fi and free car parking