Customer Operations Coordinator Needed for a specialist tour operator / Hybrid in London
As Customer Operations Coordinator, you are responsible for recruiting, training and supporting a small team of Executives in delivering the very best customer service from point of sale to the customer's return from holiday. Responsible for delivering the highest possible standard of client services - you will deliver faultless and timely customer communications, operational logistics, proactively deliver accurate, detailed information at each stage of the customer's booking journey. You are constantly striving for quality and efficiency improvements in all these areas.
Team Support
Acting as a main point of contact for questions, support and day to day training for the Customer Operations team whilst delivering the highest standards of service and information post booking
Responsible for setting the team's daily tasks and reporting progress to the Sales and Operations Manager
Responsible for reporting on customer detail chasing and Bon Voyage call progress and ensuring deadlines are met
Responsible for managing rotas to ensure customer communication channels (live chat, email and phones) are all responded to
Responsible for managing rotas to ensure customer communication channels (live chat, email and phones) are all responded and duty shifts are covered in line with business objectives
Jointly responsible for conducting performance reviews and recruiting new team members with the Sales and Operations ManagerOperations
Responsible for liaising with agreed suppliers (including ski schools, transfer suppliers and ski extra providers) to confirm bookings, manage stop sales and process cancellations and amendments with accuracy and in line with supplier deadlines and business objectives
Responsible for manifesting, liaising with suppliers and the overseas team and informing relevant stakeholders of any operational updates for departure dates
Responsible for ensuring scheduled flights are ticketed within deadlines
Responsible for creating weekly Tourist Tax bookings, for their distribution and for monitoring and chasing collection, reporting on weekly and final figures in line with business objectives
Working with the Sales and Operations Manager to ensure that agreed supplier orders match the manifest and for recording in-resort changes (such as no-shows or amendments to orders) and for checking that agreed supplier invoices reflect actual numbers and services so they can be passed to accounts for payment
Act as a senior member of the Skiworld incident response team during the operational seasonEssential
Excellent communication and customer service skills
Excellent time management and organisation skills
Good organisation and numerical skills
Highly proficient with Microsoft Office Excel
Accurate attention to detail and highly self-motivated
Desire to develop supervisory skills
A passion for winter sports
Previous office-based customer service/operational travel industry experiencePackage
Hybrid in London (2 days office 3 days remote)
OTE £35,000
Great working enviroment
Interested please apply here or email (url removed)
