At a Glance
- Tasks: Manage customer travel changes and ensure smooth communication during disruptions.
- Company: Join the UK's largest B2B tour operator, part of the Emirates group.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal development.
- Other info: Great career growth potential in a fast-paced, collaborative setting.
- Why this job: Make a real difference in customers' travel experiences while working in a dynamic industry.
- Qualifications: GCSEs in English and Maths, strong communication skills, and a customer-focused mindset.
The predicted salary is between 25000 - 30000 £ per year.
Location: Leyland, Preston
dnata Travel Group B2B is the UK’s biggest B2B-only tour operator and comprises of flagship brand Gold Medal and three specialist brands – Pure Luxury, Cruise Plus and Incredible Journeys. We pride ourselves on our truly ‘agents-first’ approach and our strong mutually beneficial and supportive relationships with a huge range of supplier partners across the industry. We are part of the Emirates group.
We are now recruiting for a Travel Support Advisor to manage and action involuntary changes to customer travel arrangements, including airline schedule changes, flight cancellations, ticketing deadlines, and ground service modifications. This role ensures timely communication with customers and effective resolution of disruptions, working in a customer-centric manner to minimize inconvenience and protect business interests.
Job Accountabilities
- Monitor and manage electronic airline queues, ensuring timely action and clearance in line with agreed performance targets
- Process airline notifications promptly to ensure tickets are issued within required timeframes
- Coordinate changes to air travel arrangements, including necessary updates to associated services such as hotel bookings, transfers, and car hire
- Communicate flight schedule changes to direct customers and travel agents via phone, email, etc., and update all affected package components and documentation accordingly
- Apply ABTA/ATOL guidelines to ensure customer arrangements comply with industry and company policies
- Provide support during crisis situations (e.g. adverse weather, natural disasters, political unrest) to maintain customer service continuity
- Inform customers and agents of accommodation renovations and manage any resulting changes, including relocations due to hotel closures, overbookings, or major refurbishments
- Respond to supplier communications within 72 hours and update customers or agents with relevant changes
- Negotiate with suppliers to secure the best possible outcomes for both the customer and the business
- Uphold GDPR standards and maintain a consistently professional approach in all interactions
- Collaborate effectively with team members and cross-functional teams to resolve customer issues
- Take ownership of personal development to enhance the customer experience
- Support the team manager in achieving service level targets and provide feedback on system issues and improvement opportunities
- Consistently demonstrate dnata Travel Group’s Vision, Mission, and Values in daily work
Qualifications and Skills
- GCSE Grade A*-C/9-4 in English and Maths or equivalent
- Great communication skills – verbal & written
- Able to deliver a difficult message with empathy and remain calm
- Customer focussed
- IT literate with great keyboard skills
- Accuracy and attention to detail
- Great team player with a positive attitude
- Problem solving skills
- Adaptable and able to work under pressure
- Numerate
Desirable
- Experience with GDS /travel systems
- Previous travel industry or contact centre experience
Travel Support Advisor Air & Ground (1402) in Preston employer: dnata
dnata is an excellent employer that prioritises the well-being and growth of its employees. With a vibrant work culture in Luton, you will enjoy on-site perks such as free meals and parking, alongside comprehensive benefits like dental and optical care. The company fosters employee development, ensuring that you have opportunities to advance your career while contributing to high-quality services for airline customers.
StudySmarter Expert Advice🤫
We think this is how you could land Travel Support Advisor Air & Ground (1402) in Preston
✨Get Involved in Local Travel Events
Join local tourism fairs or travel expos in your area. These events are a treasure trove for networking, and you can often meet hiring managers from companies like dnata who are looking for fresh talent for roles like Travel Support Advisor Air & Ground (1402).
✨Showcase Your Travel Know-How
Create a travel blog or use social media to share your experiences and insights about different destinations. This can help you stand out to recruiters in the travel industry, demonstrating your passion for the sector and your ability to engage with an audience.
✨Connect with Alumni from Your School
Check out alumni groups linked to the travel and tourism sectors. Often, these connections can lead to inside info about opportunities at companies like dnata and give you a leg up for your Travel Support Advisor Air & Ground (1402) application.
✨Don’t Shy Away from Cold Emails
If there's a dream company you want to join, don’t hesitate to send a friendly email to their HR or recruitment team. Express your interest in their vision and mention that you’re keen on any Travel Support Advisor Air & Ground (1402) openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace Travel Support Advisor Air & Ground (1402) in Preston
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Travel Support Advisor Air & Ground (1402) role at dnata.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Travel Support Advisor Air & Ground (1402) position at dnata.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of dnata.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to dnata's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Travel Support Advisor Air & Ground (1402).
How to prepare for a job interview at dnata
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at dnata.
