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- Tasks: Support Travel Counsellors with queries and operational tasks, ensuring exceptional customer service.
- Company: Join Travel Counsellors, an award-winning travel business focused on people and customer care.
- Benefits: Flexible working hours, a supportive culture, and opportunities for personal growth.
- Why this job: Be part of a dynamic team that values creativity and problem-solving in a caring environment.
- Qualifications: Experience in travel and GDS knowledge is preferred; strong communication skills are essential.
- Other info: This role will evolve into 24/7 support, offering diverse challenges and learning opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Operations Executive
Closing Date: 21 October 2019
Your new company
Travel Counsellors are an award-winning, people-based travel business that places people at the heart of everything we do. Famous for the way we look after our customers and people, we are always on the lookout for talented individuals who will be integral to the on-going success of this entrepreneurial business. Our vision is to be the most caring business in the world. We have 1,800 home-based Travel Counsellor Franchisees and 400 support staff based from our global headquarters located near the Trafford Centre in Manchester and globally in our 6 international offices.
The business is growing quickly and has a huge opportunity for further growth predicated by delivering both world class levels of people engagement, development and support and world class leading levels of customer retention, loyalty and advocacy.
Your new role
Travel Counsellors are recruiting for an Operations Executive to provide flexible operational support as an extension of our Global Helpdesk & Global Duty Office. This role will evolve over time into a fully 24/7 support that will be available 365 days a year, but initially the hours/shifts will be varied so you will be flexible (hours to be discussed at interview).
Providing exceptional customer service is the main focus, as both the Helpdesk & the Duty Office are the main point of contact for all Travel Counsellor franchisee’s needing support & guidance with any day to day issues or supporting them with any in resort issues or emergency situations.
You will support with the duty office in monitoring worldwide events and alerts from other Trade Partners. Being proactive in running reports to identify any bookings affected and communicating updates to our Travel Counsellors. This is an exciting opportunity for someone with natural ambition, limitless thinking, a positive mind-set working within a company with a fantastic culture that always puts our customers, Travel Counsellors and our people first!
Here’s What You Can Expect to be Doing
- Dealing with queries and communicating effectively with the Travel Counsellors via various means, namely email, telephone and Lync messages as well as Live chat.
- Problem solving – Dealing with system & human errors quickly and efficiently.
- Assisting our Travel Counsellors with the systems we use daily.
- Pro-actively chasing information from our direct contracts and suppliers whilst building and maintaining effective relationships. This will also include chasing confirmation of on request bookings.
- Assist both Travel Counsellors and where appropriate their clients with any in resort issues.
- Understanding fare rules to allow the processing of voluntary changes to scheduled flights including IT, Consolidated and published tickets.
- Managing involuntary flight schedule changes and then assisting our Travel Counsellors with amending or cancelling any affected ground components.
- Issue new flight tickets.
- Working to a rotating shift pattern, which will eventually include providing 24/7 support on a rota basis.
- Obtaining rates and checking availability via the in-house Phenix booking system.
- Providing quotes for amendments and cancellations to both in house package bookings and individually quoted ground components e.g. Hotels transfers, car hire etc. and then process accordingly.
- Investigation of any XML queries.
- Other activities as requested by the Operations Management team.
- Build relationships with your internal colleagues working across various departments supporting where required.
What you’ll need to succeed
- Experience of working in travel.
- GDS experience (Galileo preferable) – to obtain best possible flight options/fares. GDS trained.
- Understanding of fare rules to allow the processing of voluntary changes to scheduled flights including IT, consolidated and published tickets.
- Ability to issue flight tickets.
- High Standard of accuracy & attention to detail.
- Take ownership of tasks, maintaining focus when tight deadlines are required.
- Shows creative thinking when solving problems, wanting to resolve these as quickly as possible.
- You’ll be well organised, a good listener, a clear communicator and be able to build strong relationships.
- Share our passion for delivering excellent customer service.
- Experience of Ticket re-issues and fare building (desirable).
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Operations Executive employer: Thomas Cook
Contact Detail:
Thomas Cook Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Executive
✨Tip Number 1
Familiarise yourself with the travel industry, especially the role of an Operations Executive. Understanding the nuances of customer service in travel will help you stand out during interviews.
✨Tip Number 2
Brush up on your GDS skills, particularly with Galileo. Being able to demonstrate your proficiency in using these systems can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully solved problems under pressure. This will showcase your ability to handle the fast-paced environment of the travel industry.
✨Tip Number 4
Network with current or former employees of Travel Counsellors. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Operations Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in the travel industry, particularly any roles that involved customer service or operational support. Emphasise your GDS experience and problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for travel and customer service. Mention specific examples of how you've successfully handled queries or resolved issues in previous roles, showcasing your ability to work under pressure.
Highlight Flexibility: Since the role requires flexible working hours, make sure to mention your availability and willingness to work varied shifts. This shows that you are adaptable and ready to meet the company's needs.
Showcase Communication Skills: Given the importance of effective communication in this role, provide examples of how you've successfully communicated with clients or colleagues in past positions. Highlight your experience with various communication tools like email, phone, and live chat.
How to prepare for a job interview at Thomas Cook
✨Show Your Customer Service Skills
Since the role focuses heavily on providing exceptional customer service, be prepared to share specific examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your ability to communicate effectively and build relationships.
✨Demonstrate Problem-Solving Abilities
The job requires quick thinking and problem-solving skills. Prepare to discuss situations where you've had to think on your feet or resolve unexpected challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with GDS Systems
As GDS experience is preferred, make sure you understand the basics of how these systems work, particularly Galileo. If you have prior experience, be ready to discuss it in detail, including any specific tasks you performed using the system.
✨Emphasise Flexibility and Teamwork
This role involves working varied hours and supporting a team. Be sure to express your willingness to adapt to different shifts and your ability to collaborate with colleagues across departments. Share examples of how you've worked well in a team setting.
