Travel Advisor - Customer Booking Support

Who we are

¡Hola!

Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your holidays is the best week or two of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesnt stop there. With huge opportunities for growth, were on a long-term mission to become Europes biggest and most loved online retailer of beach holidays, so our storys only really just begun…

We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.

We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community.

What you'll be doing

We have a fantastic opportunity to join our Customer Booking Support team at On the Beach as a Travel Advisor! The starting salary for this position is £21,500 FTE plus the opportunity to earn commission.

As a Travel Advisor in our Customer Booking Support team, your responsibilities will include:

• Taking enquiries over the telephone. Dealing effectively with customer/supplier queries and trying to resolve any issues in a confident manner
• Identifying the customers needs through effective questioning and selecting appropriate products to match the customer requirements or resolve their queries
• Dealing with any order changes and identifying issues to improve the customer experience and journey
• Quoting and actioning amendments to the customers chosen holiday
• Consistently demonstrating a strong focus and drive to achieve targets within agreed deadlines
• Working as part of a team as well as working independently to handle and manage workloads
• Increase customer loyalty, delivering customer satisfaction, delivering consistent and professional communications
• Demonstrating up to date product and brand knowledge while having an in-depth knowledge relating to our portfolio of destinations and supplier products

You'll be a great addition to our team if you have the following skills, knowledge and experience

• Experience of working in a Contact Centre, in a high activity inbound or outbound customer service role
• Experience of working in the travel industry is desirable
• Ability to resolve customer issues in a professional and empathetic manner
• Sound interpersonal and rapport building skills and outstanding communicator
• Experience of achieving KPIs
• Ability to work well under pressure and effectively prioritise, plan and organise workload
• Strong attention to detail

What to expect from our interview process

After an initial screening and selection process, our interview will involve attending an assessment day at our awesome Aeroworks office in Manchester! The assessment will involve some competency-based questions and your performance, attendance and timekeeping levels will also be reviewed as part of the process.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist.

Ways of working

This is a full time role working 37.5 hours per week, working a flexible rotation over 7 days a week, with varied shift patterns between 08:00 - 21:00 Monday to Thursday, 08:00 - 20:00 on a Friday and 09:00 21:00 on a Saturday and Sunday.

During your probation period you will be required to work from our amazing Aeroworks office in Manchester, this is to make sure you have all the support you need during the start of your journey with us.

Upon successful completion of your probation period, you will then have the opportunity to enter hybrid working. This would look something like: 1 or 2 days a week in our Aeroworks office and 3 or 4 days a week working from home.

Our benefits

We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:

• 25 days holiday plus your birthday off
• Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday
• Flexible working hours and hybrid working
• Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
• Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
• Employee Assistance Programme and free access to counselling
• Eye care vouchers
• Simplyhealth Optimise Health Plan
• Company Sick Pay scheme
• Regular wellbeing events
• Gym discount
• Share Incentive Plan (SIP)
• Death in Service cover
• Onsite subsidised coffee shop
• The Sandbox (our very own bar)
• Food and drink discounts across a number of venues in Manchester City Centre
• Regular social events
  
• Cycle to Work scheme