Travel Advisor (Customer Service)

About Us

On the Beach send over 1.5 million people on their perfect beach holiday every year, and whilst the Covid-19 pandemic has caused disruption to the travel industry, we have not paused our ambition to become Europe"s leading online retailer of beach holidays.

About the Opportunity

We have an exciting opportunity for several Travel Advisors to join our Customer Service team, supporting us with making every step of the customer’s journey towards the beach perfect, simple and stress free. You’ll be the first point of contact for our customers. From making a payment to changing dates of a holiday, we are here to assist customers with their pre and post-holiday queries across our multiple contact channels.

If you’re passionate about delivering a customer experience that is one to remember, you’re a team player and ready to work in a fast paced and challenging environment. You are just what we are looking for.

Key Responsibilities

• Taking enquires via our multiple contact channels – telephone, messaging platform, email and social media. Taking ownership of effectively dealing with customer queries and trying to resolve any issues in a confident manner.
• Identifying the customers’ needs through effective questioning and selecting appropriate products to match the customer requirements or resolve their queries.
• Processing customer requested amendments to their upcoming holiday.
• Consistently demonstrating a strong focus and drive to achieve targets within agreed deadlines.
• Working as part of a team as well as working independently to handle and manage workloads.
• Increase customer loyalty, delivering customer satisfaction, delivering consistent and professional communications.
• Demonstrating up to date product and brand knowledge while having an in depth knowledge relating to our portfolio of destinations and supplier products.

Knowledge, Experience and Skills

• Experience of working in the travel industry or contact centre in a high activity inbound or outbound customer service role.
• Experience of achieving KPI’s.
• Ability to work well under pressure.
• Ability to effectively prioritise, plan and organise work load.
• Ability to resolve customer issues in a professional and empathetic manner.
• Strong attention to detail.
• Sound interpersonal and rapport building skills.
• Outstanding communication skills.

Additional Information

Working hours: you will be required to work 37.5 hours on a rotation over 7 days a week. Our opening hours are Monday to Friday 08:00-18:00 and 09.00-17.00 on Saturday and Sunday.

Benefits

• Generous discount on holidays
• 25 days holiday plus your birthday off
• Simplyhealth Optimise Health Plan and eye care contribution
• Employee Assistance Programme and free access to counselling
• Share Incentive Plan
• Death in Service cover
• Enhanced maternity, paternity, shared parental and adoption pay
• Travel to work scheme - interest free tram and train loans and cycle to work scheme
• Onsite subsidised coffee shop - barista-style coffee and snacks
• Food and drink discounts across a number of venues in Manchester City Centre
• Gym discount
• The Sandbox - free bar every Friday PM
• Charity contribution - we match any funds raised by an employer for charity, doubling the total funds raised

Remote Working

Currently we are all working remotely, however in the near future we will operate a hybrid working model where you will be required to work from your home and our Aeroworks HQ in Manchester. However, after a successful switch to remote working due to the COVID-19 crisis, some fully remote working opportunities may be available. Please speak to the hiring manager about this.

Equal Opportunities

As an equal opportunities employer, we value diversity and welcome applicants from all sections of the community regardless of gender, ethnicity, disability, and sexual orientation.

You will be kindly asked to provide your equality information as part of your application process to On the Beach. Any personal equality information given to On the Beach will be handled with the utmost confidentiality and will only be used for monitoring and identifying improvement areas. All the information disclosed by applicants is stored on our ATS, in line with the General Data Protection Regulation (GDPR) and can only be accessed by selected Human Resources team members.