Aftersales Specialist in Glasgow

Overview and What We Offer

• Monday - Friday: 37.5 hours per week
• Location:Glasgow
• Refer a Friend Bonus: £1000 per successful referral – unlimited!
• Generous Holiday Entitlement
• Day Off for Your Birthday
• Staff recognition awards
• Hotel and Airline Discounts
• Employee Assistance Programme
• OUR COMPANY CULTURE.... We thrive on Excellence, Passion, Innovation, and Commitment. In a Bright, Energetic, and Fast-Paced environment, we push boundaries, celebrate success, and inspire growth every day.
• If Only is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

Who We Are and What We Do

If Only, a multi-award-winning luxury tour operator, specialising in bespoke 5 Star holidays and cruises worldwide. We are 100% trade-focussed partnering exclusively with travel agents throughout the UK and Ireland, providing the expertise and resources to create truly personalised and unforgettable travel experiences. From handpicked properties and unique itineraries to unparalleled customer service, we empower our agency partners to exceed client expectations. We're passionate about travel, and are connoisseurs of luxury resorts, and experts at curating exceptional journeys. Join our team of dedicated professionals, as a leading name in luxury travel and help us make travel dreams a reality.

If Only is part of The Portman Travel Group click here to view our LinkedIn Careers Page and includes, Elegant Resorts, Clarity Business Travel, Brighter Event, and Destination Sports Group

Role Purpose

The Aftercare Sales Specialist is responsible for delivering exceptional service and booking fulfilment to both agency partners and direct customers through phone and email support. Acting as a key support function to the Reservations team, the role ensures bookings are accurately processed, quality checked, and fulfilled, helping to create a seamless customer experience. Working closely with departments across the business, the Aftercare Sales Specialist builds strong internal relationships, resolves customer queries efficiently, and plays an important role in supporting the business during fast-paced or challenging situations by remaining calm, organised, and solution-focused.

Operational

• Deliver exceptional customer service to agency partners and direct customers via phone and email.
• Manage booking fulfilment, including supplier confirmations, travel documentation, invoices, and booking amendments.
• Quality check bookings to ensure accuracy, compliance, and a seamless customer experience.
• Coordinate ancillary services and support customers with specific travel requirements or special requests.
• Resolve customer queries and complaints efficiently, working closely with suppliers and internal teams.
• Monitor booking deadlines, payments, and ticketing to ensure all travel arrangements are completed accurately and on time.
• Support continuous improvement by identifying process enhancements and helping maintain high operational standards.
• Remain calm and proactive when dealing with urgent issues, helping to resolve problems before they impact the customer experience.

Skills and Experience

• Previous experience within the travel industry, with GDS Galileo experience desirable.
• Strong customer service skills with a proactive, solutions-focused approach.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers, suppliers, and colleagues.
• Highly organised, with the ability to prioritise workloads, multitask, and work accurately under pressure.
• Strong attention to detail, numerical ability, and problem-solving skills.
• Positive, adaptable team player who can also work independently and embrace change.
• Good working knowledge of Microsoft Office applications.
• Empathetic and professional, with a commitment to delivering outstanding customer experiences.

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