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For Companies At a Glance
- Tasks: Provide top-notch support for travel tech platforms and enhance user satisfaction.
- Company: Join a dynamic, family-owned business with over 300 years of experience.
- Benefits: Enjoy birthday leave, health cash plans, and flexible working options.
- Why this job: Be part of an exciting growth journey in the travel industry.
- Qualifications: Experience in travel technology and strong problem-solving skills required.
- Other info: Inclusive workplace promoting diversity and career development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Hybrid role with a minimum of 2 days in the office at any of our offices – London, Tunbridge Wells and Hessle (Hull). Remote working will also be considered with flexibility to travel to London for onboarding and occasional meetings.
The good things you can get:
- Birthday day off work
- Pension Scheme
- Life Assurance
- Health cash plan including gym and retail discounts
- Employee Assistance Programme and Virtual GP
- Family friendly policies including enhanced Mat/Pat leave and SPP
- Free Will writing service
- Employee Referral Scheme
- Employee Service Award Scheme
- Employee Volunteering and matched charitable donations
- Twice Yearly entry to Living the Dream draw
- Social events
- Discounted Travel
- Educational trips
- Commission structure and discretionary annual bonus scheme
We are looking for a Travel Support Specialist to join our Travel division at an exciting time in its journey where two recently travel management companies have merged (Good Travel Management and CT Travel Group) to create The Good Travel Collective. This has created an £85m+ turnover company, with ambitious growth plans.
We are part of a high growth, innovative 6th generation family business – John Good Group, which has undergone considerable transformation and growth, including multiple acquisitions in several sectors. The role is an exciting opportunity for anyone with a keen desire to develop and grow.
Key responsibilities
- Customer Service Excellence: Act as the first point of contact for internal and external users requiring assistance with travel technology platforms. Provide timely, empathetic, and effective support to resolve issues and enhance user satisfaction.
- Change Management: Support the rollout of new technologies and system enhancements by coordinating testing, training, and communication. Ensure smooth transitions by anticipating user needs and mitigating resistance to change.
- Problem Solving & Technical Support: Troubleshoot technical issues across booking tools, mid-office systems, and integrations. Collaborate with vendors and internal teams to resolve complex problems and implement sustainable solutions.
- Knowledge Sharing & Training: Develop and deliver training sessions, user guides, and best practice documentation. Promote knowledge transfer within the team and across departments to elevate system literacy and confidence.
- Operational Efficiency: Monitor system performance and user feedback to identify opportunities for improvement. Contribute to the refinement of workflows and support processes to reduce friction and increase productivity.
About you
- Industry experience with travel technology background
- Strong GDS Experience, with previous experience of working with online booking tools
- Travel industry knowledge of fares and ticketing
- Proven track record in working in a support environment
- Ability to take control of a user support issue, good ability to troubleshoot and give the end user confidence
- Ability to gather information and demonstrate a methodical approach to troubleshooting
- Proven track record in training
- Strong verbal and written communication skills
- Analytical Mindset
Diversity
We respect and value difference and seek to create an inclusive workplace which promotes and values the diversity of our employees. We believe in promoting an environment where everyone, from any background has access to the opportunities to grow and succeed.
Recruitment Agencies
Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers.
GDPR
John Good Group cares about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV, you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.
The Good Travel Collective is a dynamic, forward-thinking parent company, built on the trusted foundation of over 300 years of combined experience. As part of the 6th-generation, family-owned John Good Group, we are driven by a commitment to exceptional service, sustainable practices, and social responsibility.
Our group brings together a range of travel businesses. Together, we are united by a single mission: to provide business and leisure travellers with the tools and journeys they need to have fulfilling experiences around the world.
Location
Hybrid role with a minimum of 2 days in the office at any of our offices – London, Tunbridge Wells and Hessle (Hull). Remote working will also be considered with flexibility to travel to London for onboarding and occasional meetings.
Apply Now
To apply, please follow the official application process for this role.
Product Support Specialist employer: John Good Group
Contact Detail:
John Good Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Specialist
✨Tip Number 1
Get to know the company inside out! Research The Good Travel Collective and its recent mergers. This will help us tailor our conversations during interviews and show that we're genuinely interested in their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give us insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how we can demonstrate our problem-solving skills and technical knowledge. Practising answers to common questions can really boost our confidence.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows that we’re keen on the role. Plus, it’s a great way to reiterate our enthusiasm for joining the team.
We think you need these skills to ace Product Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Product Support Specialist role. Highlight your experience with travel technology and customer service, as these are key aspects of the job. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. We love seeing enthusiasm and a personal touch, so don’t hold back!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We’re looking for someone who can troubleshoot effectively, so share specific instances where you’ve made a difference!
Apply Through Our Website: Don’t forget to apply through our official website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team at The Good Travel Collective!
How to prepare for a job interview at John Good Group
✨Know Your Tech
Since the role involves supporting travel technology platforms, make sure you brush up on your GDS experience and online booking tools. Familiarise yourself with common technical issues and solutions so you can demonstrate your troubleshooting skills during the interview.
✨Showcase Your Customer Service Skills
This position is all about customer service excellence. Prepare examples of how you've provided effective support in previous roles. Think about times when you resolved issues empathetically and efficiently, as this will highlight your ability to enhance user satisfaction.
✨Be Ready for Change Management Questions
With the company undergoing significant transformation, expect questions about change management. Prepare to discuss how you've supported new technologies or system enhancements in the past, and be ready to share your strategies for ensuring smooth transitions.
✨Demonstrate Your Training Abilities
As knowledge sharing is key in this role, think of instances where you've developed training sessions or user guides. Be prepared to explain your approach to promoting knowledge transfer and elevating system literacy within a team.
