Recruiter

Specialist and Activity

Job term

Permanent

Job hours

Full time

At A Glance
Based in Leeds.

We are currently recruiting a Aftersales & Operations Advisor for our Austravel brand. Austravel are part of the Specialist Holiday Group sector. SHG is part of TUI Travel PLC Specialist & Activity Sector.

Follow operational and administration procedures for Austravel brands to ensure the smooth provision and accurate delivery of all clients' holidays. To provide the highest levels of prompt, accurate, efficient and cost effective services to all Austravel internal and external clients and suppliers whilst maintaining client loyalty.

What You'll Be Doing

* Authorise / Quality check all confirmed bookings, identifying potential savings & increased revenue opportunities for the business.

* Conduct outbound calling to actively promote land products and extras to maximise profit and enhance the customers Austravel experience.

* Manage GDS airline queues

* Ensure that all post booking, pre-departure and in resort operational and administrative issues are dealt with in a seamless, efficient and customer focused manner to ensure all clients enjoy problem free travel arrangements in relation to the administration of their booking and their holiday requirements. Investigate any instances where this appears not to have occurred to prevent further reoccurrence.

* Ensure all in resort issues are resolved in resort to prevent them complaining on their return

* Ensure that all customer contacts are handled quickly, efficiently, in accordance with the high standards of customer care that the company aims to offer.

* To investigate & resolve complaints received from customers in relation to pre-departure confirmed bookings

* Achieve and exceed call handling productivity targets for number of calls achieved, call duration and clerical time

* Demonstrate a sense of urgency to changing call volumes and adapt as required

* Ensure the delivery of late bookings details to UK and overseas representatives and airlines

* Suggest improvements and change to meet the business needs.

* Actively seek to improve the level of service offered to customers with a commitment to go the extra mile and exceed customer expectations on every customer contact.

* Take ownership and accountability of own quality of work to minimise the risk of errors.

* Monitor Foreign Office Travel Advice, weather conditions and other operational factors that affect travellers in liaison with TUI Duty Office to ensure that we are coinciding with group policy on any operational issues and that we are working together effectively.

* Co-ordinate and work closely with Head Office to implement company emergency crisis procedures in the event of a force majeure.

* Log all issues accurately and consistently

What We're Looking For

* Delivery of high customer service and commitment to exceed customer expectations

* Be able to make decisions

* Track record of achieving and exceeding sales and service targets

* Highly travel sales and service motivated

* Excellent communication skills, builds strong trusting relationships with customers

* Ability to work under pressure, make sales calls handling targets with a strong sense of urgency.

* Passion for travel and has ideally travelled to our destinations

* Highly numerate and literate with an excellent attention to detail.

* Pro-active problem solver and takes ownership for own performance and development.

* Committed and flexible approach, a strong team player

* Confident and self motivated to exceed targets

* Sound computer literacy - Amadeus, Travelink, Intranet, Outlook

* Ability to work extra hours during times of crisis.

* Understanding of airline contracts

Job Division: Specialist & Activity

Location: Leeds


aftersales operations advisor communication skills highly numerate pro active problem solver committed flexible approach team player self motivated