Recruiter

Tui Call Centre

Salary

From £15,000 to £15,000 per year

Location

Coventry

Job term

Contract

Job hours

Full time

Pre Travel Communications Advisor - Fixed Term - Coventry
To service incoming emails and letters from customers who have booked either direct or via an agent. Use a range of communication methods which include telephone, email and letter in order to respond appropriately to the customers query.  
What You'll Be Doing 
- To handle emails from customers who have enquiries or changes after they have booked their holiday on a First Choice or Thomson website. 
- To handle all correspondence pre departure from customers and travel agents relating to their customers holiday. 
- To contact customers and agents who have contacted us by letter to resolve their query or concern in a timely manner with a one call resolution and to confirm in writing when requested. 
- To handle letters and emails that have been sent in relation to the service the customer has received pre departure and ensure that concerns are resolved with a positive outcome for the customer. 
- To manage email workload volumes and ensure timely turnaround on replies to ensure we are offering excellent service. 
- To identify the request from customers and to give advice on new holiday details or enquires.  
- Understand the brochures terms and conditions with regards to changes a customer may want to make to their holiday arrangements and be able to explain them clearly to the customer or agent. 
- Work closely with the web team to feedback frequently asked questions and ensure information is clearly displayed on the websites. 
- Communicate product and information confidently and accurately. 
- Ensure that all queries are resolved taking personal accountability for the query and ensuring first call resolution and contact. 
- To provide a professional service at all times, by being respectful of the customer needs and ensuring they remain at the heart of the conversation. 
- To be empowered in order that you can make decisions outside the clear terms and conditions in order that you ensure the customer is happy with the outcome of their holiday arrangements. 
- To be empowered to review each correspondence and make decisions on problems where the customer is unhappy with the outcome previously given. 
- Reacts positively and warmly to customers concerns, questions relating to their arrangements. 
- Where appropriate escalate trends to other areas of the business and take a pro active approach to reduce further complaints. 
- Feedback service failures or staff service delivery that may have been escalated by email or letter. 
- To be actively involved in feedback sessions in terms of barriers to sales and service to our customers. 
- To be proactive and take persona accountability for achieving KPI’s including quality, productivity and complaint closed by phone targets. 
Uses clear, concise and simple terminology and language when communicating via email which is understood by all. 
- Demonstrate adherence to rota’s and punctuality requirements i.e. logged on and available to work at the start of each shift. 
- Records customer information and conversation in all selling systems accurately – updating Brac, Tracs, Rapid, Oscar etc. 
- Demonstrate excellent knowledge of product, processes and procedures. 
- Liaise with Team Leaders / Seniors within the business to aid problem resolution.
Personal
- To achieve the highest possible standards of attendance, time keeping and personal presentation. 
- Able to work flexible hours around job requirement, inc weekends and extended hours.
What We're Looking For 
- Communicates with impact by demonstrating excellent written and verbal skills. 
- Understands the customer needs by paying attention to detail and delivering a service that exceeds expectation. 
- Recognises importance of customer loyalty. 
- Treats customers as individuals. 
- Shows determination by ensuring performance and conduct is in line with performance measures and targets outlined. 
- Able to work under pressure. 
- Minimum 12 months experience of working within a Travel Agents or Call Centre, Tour Operator, or Customer Service environment. 
Ideally have experience of dealing with customers in writing. 
Keyboard skills / PC Literate
Key Relationships (Internal & External contacts):
- Customers 
- Travel Agents 
- Pre departure adminisration and change control. 
- Overseas resort 
- Finance 
- Sales Manager / Team Leader  
- Products  
- Inventory and flight control 
- HR Advisers 
- Pre- Departure Customer Services and other call centre sites
Hiring Manager - Claire Boon 

Recruiter

Tui Call Centre

Salary

From £15,000 to £15,000 per year

Location

Coventry

Job term

Permanent

Job hours

Full time

Group Sales Advisor 

At A Glance 
- To handle calls from customers and Travel agents who wish to make bookings, changes to their Group holiday or have general enquiries.
- To support the drive of quality volume sales in line with the Tui Mainstream business objectives and achieve personal KPIs and Targets.
-  To provide a professional efficient and quality telephone support service, delivering sales through service ethos and drive revenue generation across the Tui Mainstream brands. 
What You'll Be Doing 
- Is proactive and takes personal accountability for achieving Kpis and objectives.
- Demonstrate adherence to rota’s and punctuality requirements i.e. logged on and available to work at the start of each shift.
- Respond to calls from travel agents and direct customers within required call handling and quality standards. Establish needs and action ensuring a quality service is provided at all times.
- To be able to identify load factors and group selling opportunities in line with the Tui commercial decisions.
- Offer end to end service for Groups customers ensuring all allocations, names and requests are administered in a timely manner 
- To convert enquiry calls to bookings focusing on selling extra facilities and ancillaries in line with customers needs.
- Understand the brochure T&Cs and ensure these are applied correctly to all customer change requests.
- Communicate product information confidently and accurately
- Updates / Actions all selling systems accurately – updating Rapid, automated bookings sheets, Tracs booking history.
- Ensure you take personal responsibility for the integrity of the bookings you are making/ changing and highlight any pricing/loading concerns immediately. Ensuring accuracy at all times. 
- Manage difficult/conflict situations in a confident and professional manner and resolve to satisfy all parties.
- Where appropriate escalate trends to other areas of the business, taking a pro-active approach to reduced future complaints.
- Demonstrate excellent knowledge of product, processes and procedures
- Liase with Team Leaders to aid problem resolution.
- Assist in operational difficulties/crisis situations.
What We're Looking For 
- Experience in working to and achievement of performance targets and quality measures. 
- Excellent written and verbal skills 
- Performance and conduct to be in line with performance measures/targets/company and service centre standards. 
- Minimum 12 months experience of working within a Travel Agents or Call Centre, Tour Operator, Customer Service environment or overseas. 
- PC Literate 
- Experienced in working under pressure 
- Attention to detail. 
- Keyboard skills
Personal attributes:
- Customer focused 
- Target/objective driven 
- Committed attitude 
- Flexible approach 
- Team player 
- Smart appearance
Hours of Work:
Mon – Fri 9:00am - 6:00pm, Sat 9:00am - 5:30pm, Sun 10:00am - 5:00pm
Hiring Manager - Samantha Hill 
Closing Date  - 25th June 2013

Recruiter

TUI Specialist & Activity

Salary

Competitive

Location

Leeds

Job term

Permanent

Job hours

Full time

At A Glance
Based in Leeds
We are currently recruiting an Aftersales & Operations Advisor for our Austravel brand. Austravel are part of the Specialist Holidays Group Division which is part of TUI Travel PLC's Specialist & Activity Sector.
The successful applicant will follow operational and administration procedures for Austravel to ensure the smooth provision and accurate delivery of all client holidays. They will provide the highest level of prompt, accurate, efficient and cost effective services to all of Austravel's internal and external clients and suppliers whilst maintaining client loyalty.
What You'll Be Doing
- Authorise / Quality check all confirmed bookings, identifying potential savings & increased revenue opportunities for the business
- Conduct outbound calling to actively promote land products and extras to maximise profit and enhance the customers Austravel experience
- Manage GDS airline queues
- Ensure that all post booking, pre-departure and in resort operational and administrative issues are dealt with in a seamless, efficient and customer focused manner to ensure all clients enjoy problem free travel arrangements
- Ensure all in resort issues are resolved in resort
- Ensure that all customer contacts are handled quickly, efficiently, and in accordance with the high standards of customer care that the company aims to offer
- Investigate & resolve complaints received from customers in relation to pre-departure confirmed bookings
- Achieve and exceed call handling productivity targets for number of calls achieved, call duration and clerical time
- Demonstrate a sense of urgency to changing call volumes and adapt as required
- Ensure the delivery of late booking details to the UK and overseas representatives and airlines
- Suggest improvements and change to meet the business needs.
- Actively seek to improve the level of service offered to customers with a commitment to go the extra mile and exceed customer expectations every time
- Take ownership and accountability of own quality of work to minimise the risk of errors
- Monitor Foreign Office Travel Advice, weather conditions and other operational factors that affect travellers in liaison with TUI Duty Office to ensure that we are coinciding with group policy on any operational issues and that we are working together effectively
- Co-ordinate and work closely with Head Office to implement company emergency crisis procedures in the event of a force majeure
- Log all issues accurately and consistently
What We're Looking For
- Passion for travel and has ideally travelled to Australia and / or New Zealand
- Delivery of high customer service and commitment to exceed customer expectations
- Track record of achieving and exceeding sales and service targets
- Highly travel sales and service motivated
- Excellent communication skills and the ability to build strong trusting relationships with customers
- Ability to work under pressure and meet sales calls handling targets with a strong sense of urgency
- Highly numerate and literate with an excellent attention to detail
- Ability to make decisions
- Pro-active problem solver and takes ownership for own performance and development
- Committed and flexible approach, a strong team player
- Confident and self motivated to exceed targets
- Sound computer literacy - Amadeus, Travelink, Intranet, Outlook
- Ability to work extra hours during times of crisis
- Understanding of airline contracts