Hybrid Travel Client Services Executive

Hollybank Trustees Ltd; Manchester; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Cash plan scheme

Group Life Cover

EAP Scheme

Pension Scheme

Travel Discounts

Season Ticket Loans

Job summary

Gray Dawes Travel in Manchester is seeking an experienced Customer Services Executive to join our expanding team. You will respond to client inquiries, manage tickets, and provide timely, high-quality service both directly and via internal departments.

The ideal candidate has travel industry knowledge, solid customer service experience, and the ability to work to SLA targets. The role is based at our Manchester office with some hybrid working and regular team interactions.

Qualifications

• Travel knowledge preferred.
• Experience in customer service or complaint resolution.
• Familiarity with ticketing systems and shared inbox workflows.

Responsibilities

• 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 Dawe

Skills

Travel knowledge

Customer service

Ticketing systems

Written communication

Time management

Deadline-driven

Relationship building

Out-of-hours events

Tools

Halo platform

Shared inbox

Job description

Gray Dawes Travel in Manchester is seeking an experienced Customer Services Executive to join our expanding team. You will respond to client inquiries, manage tickets, and provide timely, high-quality service both directly and via internal departments.

The ideal candidate has travel industry knowledge, solid customer service experience, and the ability to work to SLA targets. The role is based at our Manchester office with some hybrid working and regular team interactions.