At a Glance
- Tasks: Provide operational support to travel advisors and manage their requests for seamless business operations.
- Company: Join a leading luxury travel group with a global reach and strong industry influence.
- Benefits: Competitive salary, potential bonuses, and a supportive work environment.
- Other info: Flexible working hours and opportunities for professional growth.
- Why this job: Be part of a dynamic team that enhances travel experiences for clients worldwide.
- Qualifications: 5 years in travel, strong knowledge of booking systems, and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients.
Responsibilities
- The IC Support Specialist is dedicated to providing proactive operational support to Travel Advisors, managing their day-to-day requests to ensure efficient and seamless business operations, including handling emergency requests outside of standard working hours.
- Manage requests submitted to all Operations desks via Salesforce within SLA.
- Attend weekly onboarding sessions and support new Advisors with setup requests.
- Provide support with requests related to issuing, reissuing and refunding complex tickets.
- Record and escalate all complaints and positive feedback to your Line Manager.
- Assist Advisors in navigating systems including Atriis, Concur, Roomservice, Dolphin, and Apexx.
- Support the Operations Manager with Duty of Care responsibilities and Crisis reports.
- Assist Advisors with ADMs and escalate for resolution in the event of disputes.
- Deliver ad hoc training sessions to enhance Advisors' process knowledge and efficiency.
- Handle incoming calls and direct them to the appropriate department or channel.
- Monitor the UK Hotel and Staff travel inbox to ensure all emails are actioned.
- Support Advisors in navigating the UK/USA intranet (SharePoint).
- Assist with the processing and coordination of group bookings.
- Create credentials for aggregators such as Booking.com / Airlines Group portals.
- Support Advisors with NDC requests by guiding them through the GDS booking process across Sabre, Travelport and Amadeus.
- Conduct quality checks on Advisor bookings to reduce errors and minimise ADMs.
- Participate in monthly team meetings to review performance and updates.
- Identify training needs for the Advisors and report them to the Line Manager.
- Provide feedback to the Line Manager to support team development and improvement.
- Assist USA Advisors with the Ad hoc bookings required to be created in the UK.
Qualifications
- Full Time, Fixed Friday – Tuesday schedule (37.5 hours) with varied working hours 12:00pm - 8:30pm weekdays and Sat/Sun 10:30am - 7:00pm.
- Minimum of 5 years’ experience in business and/or leisure travel.
- Advanced proficiency in Sabre, Galileo, and Amadeus to a training standard, with strong fares and ticketing knowledge (published / net fares / NDC).
- Strong knowledge of British and European rail systems, including Evolvi, Voyages SNCF and Trainline.
- Solid understanding of group booking processes.
- Experience of using Atriis and Concur.
- Strong overall knowledge of travel products and services.
- Ability to perform effectively in a fast-paced, high-pressure environment while meeting company SLA.
- Exceptional communication & customer service skills.
- Strong command of the English language, both written and verbal.
- Good understanding of the leisure Tour Operator fares.
- Strong team player with the ability to communicate effectively across all departments and levels.
- Maintains a positive, proactive, and professional attitude.
- Familiarity with Microsoft Teams, Salesforce and Excel is desirable but not essential.
PAY AND BENEFITS
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working. This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
#Li-remote
IC Support Specialist in London employer: Internova Travel Group
At Global Travel Collection, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. Our supportive work culture fosters collaboration and innovation, providing ample opportunities for professional development in the luxury travel sector. With a commitment to diversity and inclusion, we ensure that every team member feels valued and empowered to contribute to our mission of delivering unparalleled travel experiences.
StudySmarter Expert Advice🤫
We think this is how you could land IC Support Specialist in London
✨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 Internova Travel Group who are looking for fresh talent for roles like IC Support Specialist.
✨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 Internova Travel Group and give you a leg up for your IC Support Specialist 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 IC Support Specialist openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace IC Support Specialist in London
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 IC Support Specialist role at Internova Travel Group.
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 IC Support Specialist position at Internova Travel Group.
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 Internova Travel Group.
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 Internova Travel Group's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time IC Support Specialist.
How to prepare for a job interview at Internova Travel Group
✨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 Internova Travel Group.
