My BookingLand Operations Executive - Chester
Location: Ellesmere Port, Chester
Full Time
We are seeking enthusiastic and highly motivated Land Operations Executive to join our successful team in our Ellesmere Port Office, Chester office.
Destination2 Ltd and HolidayGems Ltd are part of Travcorp Holdings Ltd and are two of the most innovative and progressive online tour operators in the UK, selling holidays nationwide to various long and short-haul destinations.
Our inspirational business has grown from strength to strength in both financial terms and passenger carryings. Last year, we surpassed the £134 million sales mark, resulting in over 360,000 beds/nights. We became recognised as one of the top three producers in the UK to destinations within the UAE and of the top four to the Maldives. With our new cruise brand launched plus new destination openings in the year, we are continuing to strive for business growth and success.
The knowledge within our business is impressive and drives our results year after year, resulting in winning business industry awards such as the “2023 Outstanding Fast-Growth Business”, “Top Growth Business Partner” and the “CEO of the Year” awards
The business has also embarked on its ESG (Environmental, Social, Governance) journey to understand and measure its impact on society and the environment, as well as how transparent and accountable it is. Our ESG journey demonstrates our commitment to continuous improvement of our processes and managing emerging risks to ensure long-term business success and implementing new social strategies for our people. We believe that keeping our team happy contributes to our business success.
Our customers book dreams and it’s our job to ensure we turn those dreams into reality. It doesn’t matter at what point in your career you are with us, which department you work for or where you are based, every team member plays their own crucial part in achieving our Belief “Everyone Deserves a Little Luxury”
We have strong values that drive our ambition of becoming one of the largest tour operator groups in the UK travel sector and are looking for people who will be excited to help drive business growth. If you are entrepreneurial in spirit, creative in your thinking, and always ready to go the extra mile then we want you onboard.
We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fastpaced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom. This role is largely focused towards land customer service queries.
- Manage and resolve customer queries, primarily land queries.
- Prioritise and action E-mails effectively
- Action daily booking queues
- Chase relevant suppliers for documentation/confirmation
- Check and update documentation for specialist bookings
- Effectively manage and resolve escalated issues
- Crisis situations support
- Fulfil any critical support as directed by Manager
- Handle incoming calls from Agents regarding documentation and Admin queries.
- Investigate booking anomalies and irregularities
- Ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements.
- Provide remote assistance to customers in-resort to fully investigate and resolve their issues / queries
- Confirming on-request bookings quickly and efficiently to increase revenue for the company.
- Dealing effectively with accommodation changes to reach a satisfactory outcome for customers and the business.
- Excellent telephone manner
- Skilful with Microsoft Office (Word / Excel)
- Able to create solutions & identify areas for improvement in procedure
- Excellent numeracy and literacy skills
- Ability to organise, prioritise and manage own workload efficiently to tight deadlines
- Manage a diverse range of duties at one time
- Experience in dealing with conflict resolution
- Great attention to detail and accuracy
- A flexible and adaptable approach to work
- Excellent team player with the ability to work independently
- GCSE English and Maths: Level 4 or above (or equivalent)
This is a full-time office-based position where you will be required to work 37.5 hours per week, with varied shift patterns Monday to Sunday.
In return for your hard work and commitment we will offer:
- Competitive salary
- Company Pension Scheme
- 22 days holiday rising 1 day per year (up to 25)
- Enhanced Pension
- Enhanced Maternity & Paternity
- Learning & Development Funding
- Friendly working atmosphere
- Company social events
- Life Insurance
- Health & Wellbeing Hub (including EAP)
- Partner Exclusive Concessions
- Staff Travel Discounts
- Employee Discounts Platform
- Eye Care eVouchers
- Long Service Awards
- Lots more perks!
To apply please send your CV and covering letter to recruitment@holidaygems.co.uk