Operations Executive

Thomas Cook; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job description

Operations Executive
Closing Date: 21 October 2019

Your new company

Travel Counsellors are an award-winning, people-based travel business that places people at the heart of everything we do. Famous for the way we look after our customers and people, we are always on the lookout for talented individuals who will be integral to the on-going success of this entrepreneurial business. Our vision is to be the most caring business in the world. We have 1,800 home-based Travel Counsellor Franchisees and 400 support staff based from our global headquarters located near the Trafford Centre in Manchester and globally in our 6 international offices.

The business is growing quickly and has a huge opportunity for further growth predicated by delivering both world class levels of people engagement, development and support and world class leading levels of customer retention, loyalty and advocacy.

Your new role

Travel Counsellors are recruiting for an Operations Executive to provide flexible operational support as an extension of our Global Helpdesk & Global Duty Office. This role will evolve over time into a fully 24/7 support that will be available 365 days a year, but initially the hours/shifts will be varied so you will be flexible (hours to be discussed at interview).

Providing exceptional customer service is the main focus, as both the Helpdesk & the Duty Office are the main point of contact for all Travel Counsellor franchisee’s needing support & guidance with any day to day issues or supporting them with any in resort issues or emergency situations.

You will support with the duty office in monitoring worldwide events and alerts from other Trade Partners. Being proactive in running reports to identify any bookings affected and communicating updates to our Travel Counsellors. This is an exciting opportunity for someone with natural ambition, limitless thinking, a positive mind-set working within a company with a fantastic culture that always puts our customers, Travel Counsellors and our people first!

Here’s What You Can Expect to be Doing

1. Dealing with queries and communicating effectively with the Travel Counsellors via various means, namely email, telephone and Lync messages as well as Live chat.
2. Problem solving – Dealing with system & human errors quickly and efficiently.
3. Assisting our Travel Counsellors with the systems we use daily.
4. Pro-actively chasing information from our direct contracts and suppliers whilst building and maintaining effective relationships. This will also include chasing confirmation of on request bookings.
5. Assist both Travel Counsellors and where appropriate their clients with any in resort issues.
6. Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, Consolidated and published tickets.
7. Managing involuntary flight schedule changes and then assisting our Travel Counsellors with amending or cancelling any affected ground components.
8. Issue new flight tickets.
9. Working to a rotating shift pattern, which will eventually include providing 24/7 support on a rota basis.
10. Obtaining rates and checking availability via the in-house Phenix booking system.
11. Providing quotes for amendments and cancellations to both in house package bookings and individually quoted ground components e.g. Hotels transfers, car hire etc. and then process accordingly.
12. Investigation of any XML queries.
13. Other activities as requested by the Operations Management team.
14. Build relationships with your internal colleagues working across various departments supporting where required.

What you’ll need to succeed

1. Experience of working in travel.
2. GDS experience (Galileo preferable) – to obtain best possible flight options/fares. GDS trained.
3. Understanding of fare rules to allow the processing of voluntary changes to scheduled flights including IT, consolidated and published tickets.
4. Ability to issue flight tickets.
5. High Standard of accuracy & attention to detail.
6. Take ownership of tasks, maintaining focus when tight deadlines are required.
7. Shows creative thinking when solving problems, wanting to resolve these as quickly as possible.
8. You’ll be well organised, a good listener, a clear communicator and be able to build strong relationships.
9. Share our passion for delivering excellent customer service.
10. Experience of Ticket re-issues and fare building (desirable).