Job Description

About us

Headwater is part of the Travelopia group, which is one of the worldxe2x80x99s leading specialist travel groups providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting based school trips, corporate hospitality and sporting event fan travel. Private equity owned by KKR, Travelopia is headquartered in the UK with offices and marine bases all over the world. Our mission is simple, to Improve life through travel. Exodus Travels & Headwater is the worldxe2x80x99s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide. Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years. Our values of Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate, underpin the work that we do and act as a reminder of why we do, what we do. We are looking for people who can embrace our values and live them every day.

Our commitment to People, Places & Planet

Our People, Places & Planet plan works towards improving life through travel - for the places we visit on our adventures, the people we meet when there, and the planet which hosts us. The department covers incoming and outgoing customer queries after the point of sale but before the point of the holiday. Sales support are required to cover administration tasks in order that customers receive documentation for their holidays in a timely manner. We are devoted to creating exceptional experiences for our customers through great communication and service. Customer insight and performance results drive our thinking, ensuring everything we do is engaging & effective, timely & targeted and most of all customer led.

What you will be doing:

• Answering incoming and outgoing service calls within agreed service levels whilst delivering exceptional customer service at all times.
• Responsible for servicing customer queries after the point of sale, amending holidays whilst maintaining customer relationships throughout.
• Ensuring on request bookings are chased and confirmed within the correct timescale.
• Email interactions sustained within given service levels whilst meeting quality agreements.
• Administration duties including postal services, ticketing, maps, route notes, sending brochures and invoicing in a timely manner.
• Booking rail and other transportation where required to support the sales team.
• Facilitating queries from locally appointed agents on the ground.
• To ensure all holiday documentation is accurate and sent within given service levels.
• Maintain ongoing relationships with customers after the point of sale to ensure customer retention.
• To participate in company training and development opportunities.

What we are looking for:

• You have experience xe2x80x98on requestxe2x80x99 holiday facilitated sales and service environmentsxe2x80x94youxe2x80x99re comfortable with inbound and outbound telephone interactions.
• A conscientious individual who has a genuine passion for helping customers and answering holiday related queries.
• European travel and geographical air / rail experience would be beneficial.
• You must be a confident communicator and make efficiency decisions for the department.
• Flexibility to support the business in conducting ad-hoc tasks to facilitate customer requests.
• Meticulous attention to detail is required for this role along with the need to multi-task.
• Use of previous reservations systems and computer platforms essential alongside, excel, outlook and other office applications.
• Previous experience working with GDS platforms such as Amadeus / Galileo is a distinctive advantage.

Working with us:

• Competitive salary
• Various employee discounts and offers
• Contributory Pension scheme
• Career progression opportunities

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. 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 Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion. To request accommodations, please contact our team at Talent@Travelopia.com #li-hh1 #li-hybrid