Hotel & Rail Travel Consultant

Corporate Travel Management (CTM) UK/EU; Bradford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading travel management company in Bradford is seeking an Associate in Customer Service to enhance client interactions. You will ensure a high level of service throughout client communications and maintain a strong understanding of systems used in booking and invoicing. Ideal candidates should possess excellent communication and problem-solving skills, alongside proficiency in Microsoft Office. This is a full-time position with a focus on exceeding service expectations.

Qualifications

• Proficiency in handling customer inquiries efficiently and professionally.
• Ability to work independently and collaboratively in a team.
• Strong analytical thinking and creative problem-solving abilities.

Responsibilities

• Provide high level of customer service to clients and suppliers.
• Maintain a good understanding of hotel reservations and invoicing systems.
• Offer guidance on online booking tools and adherence to travel policies.

Skills

Customer service

Microsoft Office Suite proficiency

Problem-solving skills

Communication skills

Attention to detail

Job description

Overview

Provide a high level of customer service and support to both internal and external customers and suppliers. Provide guidance and support to clients, using a variety of communication methods to enable the smooth running of day to day operations within the department.

Key Areas of Responsibility

• Offer exemplary customer service to clients and suppliers at all times across all methods of communication
• Maintain a good level of understanding of all our hotel reservations and invoicing systems
• Provide guidance on using CTM online booking tools to clients, while ensuring adherence to organisational travel policies as well as CTM best practice and procedures. Taking appropriate action where consistent queries are being raised, escalating to appropriate stakeholder
• Sharing knowledge and information with colleagues both intra and inter departmentally. Provide feedback and suggest possible actions to appropriate Team Leaders where challenges are encountered
• Flexibility to work in all aspects of the role, taking on tasks as dictated by business needs

Show willingness to provide shift cover as and when appropriate

Key Measures

• All contact is handled efficiently, polite and helpful at all times; correspondence is written in a professional manner; issues are dealt with speedily with the appropriate remedial action taken
• All systems and processes are adhered to consistently with minimal errors; check the quality of work against current procedures, seek guidance when necessary
• Be aware of the impact of actions on clients, suppliers, colleagues, and the CTM reputation
• Understand telephone queries and assist to resolve in a polite and efficient manner; convey credibility as a consultant
• Reply to emails within a four-hour limit; identify problems and provide advice where appropriate
• Ensure bookings made on behalf of customers are accurate
• Use the in-house system to produce invoices and refunds; understand deadlines and work within those parameters

Required of all CTM Positions

• Embrace CTM’s core values: Exceed to Service, Innovate to Generate, Trust to Succeed, Empowered to Achieve, Collaborate to Perform, Recognize to Reward, Play to Win
• Professional, collaborative, and supportive interaction with employees, clients, suppliers, and vendors
• Work independently and as part of a team
• Professional written and verbal communication
• Meet deadlines, handle and prioritise simultaneous requests
• Creative and analytical thinking with strong problem-solving and consultative skills
• Demonstrates calm under pressure, proactive, eager to learn
• Proficiency in Microsoft Office Suite
• Basic math
• Read and interpret information
• Attention to detail
• Regular and reliable attendance

CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application; we may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as set out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at [e-mail].

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: Travel Arrangements