Weekend Duty Officer - Travel Operations Assistant (Saturdays/Sundays)
Join an award-winning travel company and play an important part in ensuring our holidays run smoothly. This varied role provides essential out of hours support to our customers, Tour Managers and suppliers, helping to resolve issues and deliver an excellent experience when it matters most.
If you’re a confident problem solver who thrives on variety, stays calm under pressure and loves delivering great customer service, this could be a fantastic opportunity to join our support team and make a real difference to our customers’ holidays.
The role works 7am to 7pm on either a Saturday or Sunday, on a rota basis.
Day to day responsibilities:
- Answering queries and issues from clients and suppliers on the emergency phones and via email
- Amending bookings and answering queries for customers travelling within 24 hours
- Processing last minute cancellations and assisting with transport queries
- Responding to unforeseen changes as they occur on holiday and providing support for Tour Managers and Cruise Directors
- Logging issues as they occur and keeping full and accurate records
- Escalating major issues to support team
Administrative Duties:
- Supporting the Operations and Reservations teams with general administrative duties over the weekend
- Reading Tour Manager/Cruise Director debriefs and highlighting major issues to the Operations team
- Logging Incident/Accident reports received from TM
- Any additional tasks as required
About you:
- Able to communicate effectively - both verbally and in a written format;
- Able to use your emotional intelligence to understand and empathise with clients facing disrupted travel plans, and Tour Managers/Cruise Directors needing assistance with issues on tours and cruises; actively listens;
- Have a calm and positive attitude.
- Able to use information to find solutions, uses available resources to research, understand and resolve issues;
- Able to identify hazards, is proactive and forward thinking.
- Work well under pressure, reach targets within agreed deadlines; can prioritise tasks and complete them in order of urgency with minimum supervision.
- Able to adapt as situations dictate, able to switch between tasks quickly and efficiently; can adapt their style and behaviour to best suit a situation.
- Able to work independently, manage busy and quiet periods; be proactive about completing tasks set and remain ready to respond to calls.
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Weekend Duty Officer in Burton upon Trent employer: Riviera Travel
Riviera Travel is an exceptional employer, offering a vibrant work culture that prioritises employee growth and well-being. With a personal learning budget, a supportive Employee Assistance Programme, and the opportunity to work in a hybrid model from our Burton-on-Trent Head Office, we empower our team to thrive both personally and professionally. Join us and be part of a company that values collaboration, innovation, and a passion for delivering unforgettable travel experiences.
