Holiday Support Executive

Changing lives through travel At G Touring we’re passionate about travel and we love exploring the world with our customers, while we explore it together our goal is to try and help the places we go to and the people that live there. G Touring operates two market leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is one of the original dedicated solo operators. G Touring is built on the mission of “Changing People’s Lives Through Travel”. G Touring is the touring division of Bruce Poon Tip’s group of companies, he also owns G Adventures and Tru Travels. As a group we believe travel can have a positive impact and be a force for good in the communities we visit. We operate Travelsphere Cares, and Just You Cares in partnership with Planeterra, the world’s leading non-governmental organisation turning travel into impact in communities around the globe. Holiday Support Executive Do you want to be part of a team who makes dreams happen? We are looking for a Holiday Support Executive to join our Contact Centre Team based in our office in Market Harborough. Working Hours Full-time permanent role working 37.5 hours per week, 7.5 hours per day on a rota from 09:00 am – 17:45 pm Monday to Friday with 45 minute lunch break Purpose of the role: Reporting to the Customer Support Manager, this role’s primary purpose is handling of front-line customer queries and requests, by email, live chat and phone to fulfil customers travel needs, ensure all customers are prepared to travel and have a stress-free holiday. In this role you will: Communicate with customers and answer queries via live chat, email and phone with a customer service focus that maximises bookings and revenue. This will include: Dealing with a wide variety of pre travel booking queries with a high level of customer service. Provide sales support follow ups for web bookings and partnership sales to confirm bookings. Complete bookings with 3rd party suppliers and where holiday components are on request. Assist customers with medical, mobility and health requirements at time of booking and any changes to their needs. Update bookings with customer requirements for available services e.g. Room upgrades, excursions. Assist customers with pre travel arrangements (VISA, entry and health requirements) Chase and keep customer records up to date to ensure they are accurate e.g. change of address, email addresses, phone numbers, APIS information (personal details required for travel), balance payments and full completion of required customer information (Good to Go). Communicate and administer changes to customer holiday arrangements (including dates, flights, hotels & itineraries) in line with PTR regulations. Complete daily distribution of customer holiday documents and respond to documentation queries. Support the communication of any necessary pre- travel arrangements (e.g. travel restrictions and requirements). Deal with customer queries and complaints in a professional and customer focussed approach to actively seek out resolutions and attain customer satisfaction. Process brochure requests from emails and update marketing mailing subscriptions. Support with administration of all incoming and outgoing post. To be successful in this role you will: Have a strong customer focus and a right first-time approach. Demonstrate passion, desire, and energy to help our customers and colleagues. Have excellent and professional written and verbal communication skills. Be computer literate and be able to use Word, Excel, and Outlook and efficiently navigate multiple systems. Be attentive to detail such as data and spelling accuracy. Have a prompt and swift pace of work. Be confident, efficient, and organised. Be self-motivated and able to work under your own initiative. Have a positive approach and have collaborative team work ethic. Demonstrate flexibility & adaptability to an ever-changing environment. Be able to follow and complete processes to a high standard and under pressure. Demonstrate the company values. What’s it like to work here? Our culture is more than just some words on paper. It’s who we are: how we think, what we value and how we behave. It drives us to be better for our customers and our team, and to ensure an inclusive and forward-thinking workplace for all. Why work with us? Be part of something greater than yourself. We’re all about “you” being the best you can be and we want you to be yourself too. You’ll have access to Vocational Learning Support. Every year the opportunity of a “Learning Journey” to learn about our holidays and to meet our customers. Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey. Freedom to accelerate / drive change A genuine ‘one team’ approach where everyone counts and everyone is welcome at G Touring. We offer you: A competitive salary Generous holiday allowance – 25 days plus Public Holidays. You can also purchase additional leave up to 1 of your working week. We think it’s important that there is always some time for you. So, every year you will get your birthday as an extra day of paid leave. Supporting the local community is an important part of our ethos, so we offer you the opportunity to spend one of your normal working days supporting a ‘registered charity’ If you are a care supporter for someone with a long-term illness, we will support you with up to 6 working days per annum (pro rata for part-time team members) in any rolling 12-month period. ‘Cycle to Work Scheme’ to support the purchase of a cycle to use for your commute. Employee Assistance Programme – 24/7 GP consultation via phone or video plus support services for your health and wellbeing to include support with your mental health, finances, fitness, dietary requirements and life event support. Life Assurance – 4 times your salary for death in service for your nominated beneficiaries. Medicash health plan. Competitive company Pension Scheme. Holiday discounts for yourself, friends and family. Travel industry benefits. Opportunity of flexible working, if you want to change your hours for a period of time during your career. Hybrid working – 2 days or 50% of your hours if you are part time to work from home for non-customer facing roles. If you think this sounds like the right business for you and fulfil the criteria above, then please click “Apply” now as we wouldn’t want you to miss the opportunity to become part of our team and to experience our unique culture