We pride ourselves on being travel experts. Leading the way when it comes to providing outstanding travel experiences, our brands offer the world's best polar expeditions, wildlife safaris, cultural tours, yachting adventures, and more.
The UK Adventure division constitutes the Exodus Travels, Sawadee, and Headwater brands, and offers a diverse range of experiences to a wide range of discerning customers in multiple markets including North America and Australasia.
It's an exciting time to join as big growth opportunities exist across the brands.
**What you will be doing**:
- Distribute and process online bookings in the reservation system
- Distribute bookings made via the agent portal
- Manage absence through apps to support sales function e.g. Distributely
- Handle distribution of E-Leads to web sales consultants via Hubspot
- Run reservation confirmation failure queue
- Handle flight failure queue and ticketing deadlines
- Cross-check that all overseas booking forms are actioned within SLAs
- Complete weekly and monthly reporting on sales consultant KPIs to support coaching from Team Leaders
- Complete monthly Customer Experience reporting, collating customer feedback, and review from various sources
- Live Chat Abandon Rate Reporting
- Liaise & establish relationships with Lead Generators including Responsible Travel and Guardian Holidays regarding any queries, reporting, and accounts
- Partnership & affiliate reporting and any additional reporting as the need arises by Team Leaders, the Head of UK Sales, and the Customer Director
**What we are looking for**:
- Strong travel background with a demonstrable passion and excitement for the adventure travel industry
- Excellent communicator who builds relationships quickly
- Friendly and professional manner
- A proactive & can-do attitude toward a constantly evolving role within a fast-paced and dynamic department within the business
- Previous experience in a customer-facing role & confidence in presenting with customers directly where demand requires preferred
- Demands high standards of customer service and understands the importance of attention to detail
- High-reaching, keen to progress, and develop their career
- Experience in long-haul independent travel and good geographical knowledge
- Competence in looking after client requests and questions efficiently
- Ability to independently prioritize workload on a day-to-day basis
- GDS (Amadeus or Galileo) experience would be preferable
- Sound knowledge of Excel is vital and good knowledge of Word and Hubspot beneficial
**Working Hours**:
- Office hours are 8.30 am - 4.30 pm Monday to Friday
- Flexible shifts within these hours
- Some weekend work on a rota basis may be necessary in the Peak Period (January - March)
**Working with us**:
Join us and in return, you'll be rewarded with:
- Competitive salary
- Various employee discounts and offers
- Childcare vouchers & cycle to work scheme
- Contributory Pension scheme
- Career progression opportunities
- Travel opportunities
We believe people are happier and perform best when they are able to be their true selves, and that teams with varied strengths deliver better results.
Together we will cultivate a diverse, equitable, and inclusive environment, where everyone can thrive. We are committed to driving change through increasing awareness of, and counteracting unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.
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