Online Travel Support Consultant

Overview and what we offer

• Mon – Friday 37.5hrs
• Location – Derby
• Refer a friend for £1000 bonus which is unlimited!
• Generous holiday entitlement
• Day off for your birthday
• Staff Awards
• Hotel and airline discounts
• Employee Assistance Programme
• OUR COMPANY CULTURE IS….. Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for that brighter FUTURE!
• Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees
• At Clarity we not only listen, we adapt and we deliver

Who We Are And What We Do

We\’re a global, multi award winning Business Travel Company and we make business travel straightforward! By getting our customers where they need to be for work, safely, efficiently, and cost-effectively. We do this through a fusion of cutting-edge-technology and exceptional customer service.

Our team comprises of over 800 industry experts, delivering the right service at exactly the right moment, we are the trusted provider of hassle-free travel management programmes for progressive businesses and organisations everywhere.

Our people Are the heartbeat of our business and we invest heavily in training and development through our dedicated training academy and personal career development growth programmes

Clarity Business Travel company and a top 10 UK-based Travel Management Company which is part of The Portman Travel Group and includes Brighter Event, Elegant Resorts, If Only and Destination Sports Group

Operational Support & Customer Service

• Answer incoming calls, emails, and live chat interactions promptly, providing exceptional customer service.
• Use questioning techniques and resources to assist clients in achieving self-service with Online Booking Tools.
• Manage after-sales tasks including adding ancillaries, handling changes, cancellations, and ensuring full booking completion.
• Continuously meet service level agreements (SLAs) for query resolution and after-sales support.
• Collaborate with team members to ensure smooth operation and timely resolution of customer issues.

Key Deliverables

• High customer satisfaction with minimal customer complaints, measured through satisfaction surveys and client feedback.
• Resolution of queries within agreed SLAs, ensuring timely responses to client requests.
• Achieve personal and team targets related to client retention, booking accuracy, and after-sales support.
• Maintain client online retention by offering tailored solutions and excellent service.
• Meet environmental and energy business targets as part of the company’s overall objectives.

Skills & Experience

• Client-focused with a strong commitment to delivering exceptional customer service.
• Adaptable and flexible, with the ability to adjust to different client needs and changing priorities.
• Resilient under pressure, with a focus on meeting targets and deadlines without compromising on service quality.
• Detail-oriented with the ability to maintain accuracy when managing complex itineraries and client requests.
• Professional and trustworthy, maintaining confidentiality and adhering to compliance and security protocols, especially in sensitive corporate and government contexts.
• Team player, eager to contribute to team success and share knowledge to improve collective performance.