Customer Service Consultant

Topdeck Travel; Chiswick; On-site; GBP 26,000 - 36,000; Full time

Job summary

Topdeck Travel is seeking a Customer Service & Sales Consultant for Global Touring in London. You will be on the front line delivering expert service to explorers worldwide, owning bookings from inquiry to departure, and driving sales across Topdeck and Back-Roads brands.

The role supports both office and remote work with a structured training period. Hybrid work model with initial weeks in office, focusing on relationship-building with trade partners and direct customers.

Qualifications

• Experience in selling and upselling travel products.
• Strong customer service background with handling inquiries across channels.
• High attention to detail in bookings, payments and data handling.
• Excellent time management and organisation skills.
• Professional written and verbal communication.
• Knowledge of Topdeck Travel and Back-Roads products is a plus.

Responsibilities

• Actively sell Topdeck & Back-Roads products from enquiry to trip departure.
• Own the booking process from start to finish.
• Upsell flights, insurance and add-ons when appropriate.
• Manage phone, email, chat and social communications.
• Follow up enquiries to close sales and increase conversions.
• Respond to enquiries promptly and courteously within 2–12 hours.

Skills

Sales experience

Customer service

Attention to detail

Time management

Communication skills

Travel knowledge

Job description

Position: Customer Service & Sales Consultant - Global Touring

Reporting to: Customer Service & Sales Leader

Location Base: Chiswick, London

Contract: Permanent, full time. Salary + Bonus (Based on sales targets & KPIs)

The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel and Back-Roads Touring are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don’t worry if you can’t find Global Touring when you search - this is our internal brand, externally we only use our customer facing brands.

Topdeck and Back-Roads may serve very different customers, however, our 'one best way' approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.

We’re looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading!

Overview

Customer Sales & After Care Sales Consultants are the front line in delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. Reporting to the Customer Sales & After Care Sales Team Leader you will focus on increasing passenger numbers and creating an exceptional customer experience that exceeds expectations of our trade partners and direct customers.

Key Responsibilities

• Actively sell all Topdeck & Back-Roads Products and are responsible for all aspects of the booking from initial enquiry to trip departure.
• Full ownership & accountability for the booking process from start to finish.
• Up sell where possible (eg. flights, insurance, additional services as required)
• Effectively manage all communication channels as required (phone, email, chat, social)
• Actively pursue & follow up enquires to close the sale and actively increase conversion.
• Ensure all enquiries are responded to in a positive and timely manner adhering to our 2 - 12 hour turn around. Internal and External communications. Social Media where required.
• Ensure all process’ & procedures are read, understood and adhered to. This is not limited to customer data, finance, payments, general administrative support to the Global Touring Customer Service Teams.
• Continuously Strive for a high standard of Customer Service and Customer Experience
• Actively build rapport with key agents to facilitate relationships & repeat bookings.
• Attend travel & trade shows/ EXPOS as required. This may require time away from home.
• Assist with ADHOC tasks distributed by Team Leaders or the Head of Customer Service

Experience & Role Requirements

• Experience & a passion for Sales
• Exceptional Customer Service Skills
• High level of attention to detail
• Exceptional Time management and organisation skills
• Professional written and verbal communication skillsSome travel required - Domestic with some international
• Thorough knowledge of all Topdeck & Back-Roads products

Key Behaviours

• A passion for all things travel related
• Ability to think outside the box, be proactive and use initiative.
• Actively live the Global Touring Brands and support the growth of the business.
• Ability to work autonomously with little direction with your line manager based in a different time zone.
• Ability to work autonomously and proactively.
• Passion for travel and the Topdeck and Back-Roads product range

Right now, we’re all working in head office and from home. We are currently working in a model of 3 days office-based and 2 days home/remote working per week. However, the initial 4 weeks of training will be office based.

Global Touring Values

Our values aren’t just words on a page. They’re the backbone; the steering wheel; the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient combines to achieve the rich consistency fueling the soul of Global Touring.

Stay Curious

We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road - expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.

Choose Transparency

We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly - despite a preference for instant coffee.

Don’t pass the buck

If we do it, we do it well. We are empowered to make decisions based on data and experience - holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility - even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.

Together we go further

Across oceans and office desks, it’s more than a love for travel that keeps us connected.

There are no silos here; we are each other’s toughest critics and loudest supporters - especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.