Customer Services Executive

https://www.linkedin.com/company/desay-led/jobs/

Manchester

On-site

GBP 24,000 - 32,000

Full time

14 days+

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Benefits offered by this job

Cash plan scheme (after probationary)

Group Life Cover (after probationary)

EAP Scheme

Pension Scheme

Volunteering days

Travel Discounts

Shopping discounts

Christmas Savings Scheme

Season Ticket Loans

Job summary

Gray Dawes Travel in Manchester is hiring an experienced Customer Services Executive to join our expanding team. You will handle customer inquiries, manage post-travel support, and work across internal departments to deliver swift resolutions that reflect our high-touch service ethos.

The role emphasizes strong written communication, ticketing knowledge, and ability to build relationships with clients and suppliers.

Qualifications

Experience handling customer queries and complaints.
Familiarity with ticketing platforms and shared inbox workflows.
Strong written communication for email-based work.
Ability to work to strict SLAs and deadlines.

Responsibilities

Handle new Customer service tickets from Halo platform.
Respond and update open tickets and keep clients updated.
Reply to queries in shared inbox.
Respond to feedback via thumbs platform within SLA.
Compile client reports for Account Managers.
Research history of travel bookings to understand processes.
Contact external suppliers for queries/complaints.
Liaise with internal departments to achieve positive outcomes.

Skills

Travel Industry Knowledge

Customer service experience

Ticketing systems

Written communication

Ownership & deadlines

Time management

Interpersonal skills

Job description

Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, Australia, Canada, The Netherlands and the United States. Established in 1865, we’re constantly growing by using technology and our passion for what we do to keep evolving. With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we’re not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We’re there as an extension of our clients’ own organisations – their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver… better! If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you’d expect from a forward-thinking and people-focussed organisation. And we’re always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family. Our people are at the heart of our business and we’re recruiting for an experienced Customer Services Executive. This role will be based at our Manchester office with a monthly office visit after an initial training period. This is an exciting time to join us as we’re rapidly expanding Customer Services team. You will be a member of a small team who respond both directly to clients, along with assisting internal department with all client customer service issues. The can be pre but mostly post travel, with the aim of providing exceptional service levels to quickly find a resolution and provide a positive outcome for both our clients and the Gray Dawes business.

What You’ll Do

Handle new Customer service tickets assigned from the Halo platform in timely manner
Respond to and update current open tickets and keep ticket owners or clients updated on the progress
Reply to queries sent into the shared central email inbox
Respond to external feedback sent via the “thumbs” platform with a set SLA, and act upon comments if they are negative
Compile client reports for Account Managers when requested
Research history of travel bookings to attain a full understanding of the processes used
Contact external suppliers to assist with queries and complaints
Liaise with internal departments to assist with positive outcomes for both our clients and Gray Daw e

What we’re looking for

Travel Industry Knowledge would be preferable
Previous customer service or complaint resolution experience
Using a ticket and shared inbox system within a team
Understanding of airfares and ticketing processes
Ability to build relationships and rapport with both clients and colleagues
Good written communication skills as job role is predominately email based
Take ownership of a task through to completion
Work to strict deadlines within given SLA’s
Effective time management
Able to attend out of hours events/training/presentations and annual conference.

Key Qualities

Approachable and adaptable
Remain calm under pressure
Ability to act as a Gray Dawes Brand Ambassador
Work collaboratively as well as autonomously
Act with Integrity
Excellent communication skills
Ability to multitask
Good business acumen

What We Can Offer

Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including;