Customer Services Administrator

  • by Work Advisor
  • Location Preston, Lancashire, UK
  • Salary £15,600 / year
  • 94 days ago
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Job Description:

Gold Medal Travel is an award winning tour operator and airline consolidator, based on Preston Docks. Owned by dnata Travel, part of the Emirates Group we sell worldwide travel via our travel agent partners to hundreds of destinations throughout the world. Our products include scheduled flights on may leading airlines, hotel accommodation, car rental, transfers, sightseeing, theme park passes and travel insurance.

We are now recruiting Administration Consultants -  (Customer Contact Centre).  You will  exceed customers’ expectations on all telephony and email communications.     

You will be require to work 40 hours per week, 5 days over 7.

Key Tasks:

  • Works accurately to maximise profit and prevent loss.
  • Identifies business issues, and opportunities for business benefit.
  • Provides an excellent customer experience through building relationships to identify and accurately deliver to customer needs.
  • Implements the service strategy for all brands within Preston.
  • Checks with the customer to resolve the relevant issue, enhancing the customers’ experience.
  • Responsible for maintaining customer confidentiality in line with the Data Protection Act.
  • Comply with PCI card handling regulations.
  • Remain up to date with company (and industry) initiatives, products and service changes.
  • Actively seeks to suggest procedural improvements to improve the customer experience.
  • Answering varied queries including invoice issues, commission and VAT information, insurance and any other enquiry relating to the reservation made.
  • Answer and effectively deal with an agreed number of calls each working day.
  • Ensure that call waiting is kept to a minimum.
  • Ensure average handling times are within company KPI’s.
  • Ensure that company and department policies are adhered to at all times.
  • Participate in other specified tasks and assist other departments/teams as required.
  • Demonstrate the brand and core values of the business at all times.
  • Maintains a professional work ethic at all times including when dealing with difficult situations and stressful tasks.
  • Answering calls in line with the company procedures.
  • Communicates business issues, and opportunities for business benefit to line manager.
  • Attend and take an active role in all training/briefings/meetings with team, peers and others when required.
  • Communication with all areas/functions of the GoldMedal business.
  • Works effectively as part of the team and demonstrates the company values at all times.
  • Work across key departments (Sales Centre, Product and Marketing) establishing a professional approach that ensures the coordination and resolution of all issues.
  • Liaise with key colleagues to improve internal communications, practices and promote teamwork throughout the organisation.
  • Actively communicate with customers throughout the journey.
  • Actively communicate with customers in resort to ensure that all elements of the booking are as expected.

Essential Skills, Experience and Qualifications:

  • Secondary education, further education.
  • Customer Service experience 
  • IT Skills Competence required; basic keyboard / PC skills.
  • Attention to detail
  • Excellent communication and negotiation skills
  • Self motivated
  • Customer focussed
  • Numerate
  • Positive attitude
  • Ability to analyse statistics and situations with a view to building strategies
  • Ability to work cross department and be flexible
  • Able to work under pressure and to deadlines

Desirable Skills, Experience and Qualifications:

  • Travel related qualification
  • Work experience in travel related industry
  • Call Centre Experience
  • Job Type Permanent, Full Time
  • Work Authorisation No
  • Industry Sector Customer Services
  • Years Experience Less than 1 year
  • Career Level Experienced (Non-Manager)
  • Educational level Secondary School or equivalent