You’ll want to know about the department that our role is in…

Our tight-knit Groups Support team are our service smashers, delivering outstanding service to our partners in the UK and North America by phone or email. With a specialist customer base including schools, tour operators, VIPs and more, they’re the absolute pros when it comes to handling complex bookings with a problem-solving mindset that allows us to deliver the legendary service we’re known for.

The department operates between the hours of 08:00 and midnight, Monday to Friday, with the occasional requirement for Saturday and Sunday working. The breakdown of your normal hours of work will be by agreement with your manager.

The role:

Responsible in delivering an exceptional reservations experience through management of a selected portfolio of clients with an aim to drive sales, hit targets and deliver exceptional customer service.

• Develop trusted relationships with a portfolio of customers to ensure competitive advantage, after developing a thorough understanding of key customer needs and requirements
• To service all enquiries & bookings to a high standard, ensuring that internal SLAs are met.
• Maintain and improve administration processes and follow through on all current company policies and procedures to meet the highest possible standards
• Maintain appropriate records on clients and sales activities within our systems
• Attend internal meetings and feedback relevant intel to the team
• Meet deadlines efficiently along with managing schedules
• To provide monthly performance reports to both the Partnership Team and the Reservations Manager/Team Leader/Senior on each of your portfolios when applicable.
• Work cross-functionally with other teams, in particular the Partnerships Team to share knowledge & best practices

The successful candidate will:

• Ideally have travel industry experience, particularly within a Flights or Groups department
• To take on extra responsibilities and be able to deputise for the Senior Sales Specialist in their absence
• Work closely with your Senior to be able to feedback any problems with agents, processes, or staff members
• Proactively suggest improvements that would lead to efficiencies or increased revenues.
• Ideally have knowledge of airline GDS
• Be commercially astute with a strong customer service ethic
• Have a good knowledge of Microsoft Excel & Word
• Maintain high levels of accuracy with great time management skills
• Be committed to people development
• Be a committed, enthusiastic and supportive team member
• Aim to ‘self-learn/develop’ skills and understanding of industry practices
• Be aware of the company’s goals and strive to achieve at every opportunity
• Be flexible with regards to travel and working patterns as and when required to support the team and business needs (may involve overseas travel)