Operations Consultant

Newcastle/Hybrid Remote

An exciting opportunity has arisen for a Operations Consultant to join our growing team. This a full-time role based on a 40 hour per week (flexible to meet the needs of the business). The role is predominantly home based however you may be required to work periodically from our Newcastle office.

Role Summary

The main focus of the role is to assist customers with queries and changes to existing bookings, actioning operational changes and issuing airline and train tickets ensuring excellent customer service is provided at all times.

To ensure an excellent standard of customer service is provided at all times over phone, emails and all other communication channels.
To focus on maximising all sales opportunities through customer interaction and following up all quotes to secure sales.
Quote to amend and cancel clients and agents’ bookings.
Advise clients of amendments and cancellations to their travel arrangements.
Achieve all monthly KPI’s and targets.
Proactively identify, take ownership and resolve customer and agent queries in a timely manner.
Overseeing emails accordingly to priority levels and sequence, responding appropriately where required.
Action all enquiries and booking queues including but not limited to; scheduled changes, booking amendments, ticket exchanges, refunds and ticket re-issues.
Liaise with suppliers and hoteliers to resolve any issues in resort.
Proactively maximise revenue by identifying supplier switch opportunities.
Build strong business relationships with our key suppliers.
To form part of the Crisis Team and provide support out of hours where necessary.
To perform additional duties appropriate to job role as and when required.
Skills & Experience
Exceptional customer services skills with experience of working in a customer focused environment.
Outstanding written and verbal communication skills along with an excellent telephone manner.
Excellent listening and empathetic skills with the ability to anticipate customer needs.
Excellent attention to detail.
Flexibility in approach to working tasks with the ability to multi-task and prioritise workload.
Ability to work on own initiative and as a member of a team.
Excellent organisational skills.
To have a flexible approach to the business needs.
Ability to use Microsoft packages – e.g. Word, Excel, Powerpoint and Outlook.
Ability to work across all levels and functions of the department.
Ability to fulfil the out of hours clause as and when required.
Resilience to deal with complex queries in a fast-paced environment.
To undertake any other duties that may fall into the job criteria.