Support Executive (Maternity Cover)

Job Introduction

We are looking for an enthusiastic and experienced Operations Support Executive to join our team to cover maternity leave, based at our Head office in Bolton, Lancashire.

The successful candidate will have previous administrative and/or operations experience within the travel industry to a discerning direct client database and must possess the desire and ability to deliver outstanding customer service to both internal and external clients. 

This crucial role is ideally suited to candidates who are well organised, dynamic and flexible, pride themselves on attention to detail and are able to multitask and work well under pressure

ABOUT THE ROLE 

The Customer Experience Team are responsible for :

• operating a virtual ‘helpdesk’ function, to support the business and our customers with in resort and post travel issues; 
• managing operational and administrative tasks quickly and to a high standard; 
• providing assistance and Quality Control to the busy sales operation; 
• Communicating and escalating operational issues to the Customer Experience Manager (line manager), Sales Team Managers and other departments as required; 
• along with the management team responding, reacting and assisting with emergency or operational incidents as part of Duty Office requirements, including out-of-hours support;  
• Dealing with Post travel complaints 
• contacting customers who have returned from holiday 

Role Responsibility

RESPONSIBILITIES 

• Action booking and costings amendments through Admin Studio system 
• Book seats, meals and low-cost flights on supplier systems upon request  
• Audit all website bookings on a daily basis to ensure accuracy and customer service is delivered for our direct customers including any onward changes that may occur within the booking journey 
• Working from errata’s and Stop Sales notifications received from the product team liaise with the client or relevant advisor to seek a positive outcome 
• Support Administrative colleagues by sending customer documentation outside core business hours 
• Work alongside Sales and Customer Experience colleagues to assist with general customer enquiries and manage the cancellation process as per the business terms and conditions 
• Produce and update relevant procedure manuals when needed to improve efficiency 
• Advise customers of any building work that is escalated or received from our suppliers 
• to carry out any other duties deemed appropriate by the company commensurate with the role

The Ideal Candidate

SKILLS, KNOWLEDGE & EXPERIENCE 

• First-class administrative and communication skills with excellent attention to detail 
• A strong and proven sense of efficiency and service delivery 
• A logical, balanced and sensible approach to resolving situations achieving the best all round outcome for customers and the business 
• A calm and patient style when working under pressure and in challenging situations 
• The ability to work as part of a team and independently on your own initiative 
• the ability to find solutions to problems
• A flexible, friendly, helpful and approachable disposition with a can do attitude 
• Experience with travel booking and flight systems, including Amadeus 
• Knowledge of MS Outlook / Excel / Word 

Package Description

What we offer

• 22 days holiday (incrementally rising to 25) plus bank/public holidays (currently 8 per year)
• Additional Annual Leave purchase scheme
• Annual bonus scheme related to company and individual performance
• Discounted holidays to our amazing portfolio of products (Destinology holidays) for employee’s and their family and friends
• Workplace pension scheme
• Life assurance /Death in service benefit
• Salary sacrifice and cycle to work schemes
• Eyesight test vouchers;
• Employee lifestyle benefits and concessions
• Free car parking, tea and coffee
• We like to have treats too. Whether it’s one of our hotel partners arranging a Thai feast for lunch, our Summer and Christmas parties, or a round of pasties for a job well done, you'll be well fed.
• Free Share scheme (Saga Plc) (after period of service)
• Purchase of Saga Plc Shares scheme
• Employee of the month award scheme
• Dress down Fridays

About the Company

The Company

Established in 2004, we have grown from a young, ambitious luxury travel start-up to being bought by the hugely successful Saga PLC in 2014. We’re experiencing year on year growth, but we want more!

We’re a digitally focused company who believe in doing things a little bit differently as we strive to stay one step ahead, exploring and helping to redefine what luxury travel really means to people. Passionate about our products, places and people, we take great pride the relationships we build - with our customers, the suppliers we work with and our team.

It’s our dedication to customers, technology and people that helps to set us apart and provides the foundations to build success.

Saga Group