Job Vacancies at Travelopia

Key Responsibilities:

• Improve team sales through effective supervision.
• Conduct regular one-on-one meetings for improved performance against critical metrics.
• Ensure high-quality standards in calls and emails through regular reviews.
• Organize training sessions to embed standard processes.
• Manage team's personal development through objective setting.
• Collaborate with Head of Sales to stay informed and promote products.
• Handle and solve booking problems raised by Sales Consultants.
• Recruit and train new members, providing full developmental support.

What We're Looking For:

• Strong sales background with leadership experience.
• Proven success in achieving sales targets.
• Excellent communication skills, building relationships quickly.
• High standards of customer service and attention to detail.
• Thrives in a fast-paced sales environment, enjoys managing and training.
• Strong positive character, thrives under pressure.
• Strategic thinking about sales coaching, creating engaging material.
• Understanding of Key Performance Indicators, knowledge of Amadeus/Galileo GDS system, effective presentation skills, and
• A positive role model for change.

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What you will be doing:

• Answering incoming and outgoing service calls within agreed service levels whilst delivering exceptional customer service at all times.
• Responsible for servicing customer queries after the point of sale, amending holidays whilst maintaining customer relationships throughout.
• Ensuring on request bookings are chased and confirmed within the correct timescale.
• Email interactions sustained within given service levels whilst meeting quality agreements.
• Administration duties including postal services, ticketing, maps, route notes, sending brochures and invoicing in a timely manner.
• Booking rail and other transportation where required to support the sales team.
• Facilitating queries from locally appointed agents on the ground.
• To ensure all holiday documentation is accurate and sent within given service levels.
• Maintain ongoing relationships with customers after the point of sale to ensure customer retention.
• To participate in company training and development opportunities.

What we are looking for:

• You have experience ‘on request’ holiday facilitated sales and service environments—you’re comfortable with inbound and outbound telephone interactions.
• A conscientious individual who has a genuine passion for helping customers and answering holiday related queries.
• European travel and geographical air / rail experience would be beneficial.
• You must be a confident communicator and make efficiency decisions for the department.
• Flexibility to support the business in conducting ad-hoc tasks to facilitate customer requests.
• Meticulous attention to detail is required for this role along with the need to multi-task.
• Use of previous reservations systems and computer platforms essential alongside, excel, outlook and other office applications.
• Previous experience working with GDS platforms such as Amadeus / Galileo is a distinctive advantage.

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Summary

• The customer service department covers post-holiday contact from customers returning from holiday. Post-holiday questionnaires and ongoing communications with internal departments to improve ongoing customer experiences.

What you will be doing

• Fully responsible for the quality of customer service delivered and happiness levels while on holiday and post-holiday.
• Incoming and outgoing customer contact (telephone and email) from the point of departure and post-holiday whilst delivering outstanding customer service at all times.
• Responsible for handling complaints whilst on holiday and on return, fixing on-site issues, and dealing with compensation pre and post-booking.
• Delivering customer satisfaction levels and liaising with other customer-focused departments to give feedback and follow up with customers if vital.
• To conduct customer service training with internal teams and HW overseas representatives.
• Delivering changes to holidays booked with existing customers and handling objections.
• Assistance in reviewing customer booklets to assist in the customer journey.
• Liaise with internal departments to communicate improvements to the website/product when receiving feedback from customers.
• Analyse CSQ feedback responding to feedback within given service levels and circulating to internal teams were necessary.
• To participate in company training and development opportunities.
• To liaise with car hire companies and airlines where customer complaints arise.
• Logging of compensation and ensuring compensation offered is relative to the situation applied.
• Participate in weekly staff meetings and contribute accordingly.
• Assist other departments whenever vital, which may include administration duties and/or customer service-focused duties.
• Able to multi-task and work under pressure.
• Working across 6/7 days per week including weekend and evening hours.
• Provide constructive feedback on holiday improvements to remove future complaints.
• Assisting the sales and customer operations departments with difficult customers.
• To be part of the ‘out of office duty cover’ reacting to out-of-hours queries.

Customer Champion

• Put the customer first—this is pivotal to ensuring a customer-centric approach. Review and improve the ‘customer journey’ for the Headwater products.

Key competencies

• A high level of customer service experience in dealing with difficult customers is a requirement.
• Strong cultural awareness and strong interpersonal skills.
• Meticulous attention to detail, IT literate, and use of websites a must.
• In-depth geographical knowledge of Europe is necessary as well as being well-traveled in Europe.
• Excellent command of written and spoken English.
• A positive and proactive approach to dealing with a heavy workload.
• Flexible in busy travel periods when dealing with incidents etc.
• Diplomatic and sensitive approach as required when handling complex situations.

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Summary

The sales department covers incoming and outgoing sales calls, live chat, and online customer contact channels and is devoted to creating exceptional experiences for our customers through great communication, assisting amazing user journeys online, and impactful multichannel sales activity. Customer insight and performance results drive our thinking, ensuring everything we do is engaging & effective, timely & targeted, and most of all customer-led.

What you will be doing:

• Answering incoming and outgoing sales calls within agreed service levels whilst delivering exceptional customer service at all times.
• Responsible for end-to-end contact of the booking process whilst maintaining customer relationships throughout.
• Live chat customer interaction within given service level agreements.
• Email interactions are sustained within given service levels whilst meeting quality agreements.
• Successfully created full customer package holidays including arranging flights, ferries, car hire, transfers, and liaising with hoteliers before and after the point of sale.
• Ensuring holidays are booked within a reasonable timeframe and liaising with internal departments to facilitate a speedy confirmation from lead to completion.

What we are looking for:

• A conscientious individual who has a genuine passion for travel and customer service.
• An excellent telephone manner.
• The confidence and determination to work towards individual and team targets.
• You must be a confident communicator.
• Meticulous attention to detail is required for this role along with the need to multi-task.
• Flexibility to support the business in conducting ad-hoc tasks to facilitate customer requests.
• European travel and geographical air/rail experience would be beneficial.
• Use of previous reservations systems and computer platforms desired but not essential alongside, excel, outlook, and other office applications.
• Previous experience working with GDS platforms such as Amadeus / Galileo is a distinctive advantage.

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Key Responsibilities:

• Creating and writing sales proposals and exciting tour itineraries.
• Gathering costs from our online booking system to finalize tour packages.
• Acting as a link between sales and operations for accurate and workable tour proposals.
• Designing captivating presentations for parents and staff.
• Researching potential new touring destinations and clients for the sales team.

What We Are Looking For:

• Prior experience in the travel industry or with sports tours is highly advantageous
• Knowledge of Travelink or similar reservation systems would be beneficial.
• A degree related to sports, travel, or events management can be a valuable asset, but is not required
• Top-notch administration and organisational skills
• Adept with technology, especially MS Office, and can quickly adapt to new software systems.
• Articulate and clear in communication
• Ability to work collaboratively with our international team

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What would you be doing?

As a Customer Operations Executive, you will be responsible for:

• Crafting, checking, and sending Tour Manifests to suppliers.
• Booking extra services and special requests: hotels, transfers.
• Availability/ room allocation management for your trips.
• Priority processing of late bookings and turnaround.
• Taking care of all client questions and requests pre-travel, by phone and email.
• Keeping your clients advised and updated on all changes to flights and itineraries (in conjunction with other departments).
• Taking payment and sending updated documentation for extra services arranged post-sales.
• Manage administration of all group visas, permits, and tourist cards.
• Processing client cancellations.
• Chasing missing details when required, in conjunction with the Support team.
• Coordinate any trip change letters in conjunction with the Aviation team and Trip Manager.
• Contribute to end-of-year Brochure Changeover process.
• Loading and management of all trip-specific details, such as joining information for Land Only clients.

What are we looking for?

• Excellent communication skills, both verbal and written.
• Friendly and professional manner.
• Previous customer-facing role is essential.
• Good travel experience.
• Competence in dealing with client requests and questions efficiently.
• Confidence when dealing with client complaints.
• Ability to prioritize workload on a day-to-day basis.

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What You Will Be Doing:

• Full Recruitment Process Ownership: Take charge of the end-to-end recruitment process across various functions, using diverse talent pools.
• Global Sourcing Campaigns: Lead direct sourcing campaigns, building positive relationships with collaborators worldwide.
• Candidate Engagement: Conduct screening interviews, showcasing our company brand and the exciting opportunities we offer.
• Data Accuracy: Keep track of all candidate activity through our Applicant Tracking System, ensuring accuracy and efficiency.
• Cross-functional Collaboration: Lead recruitment efforts for various Business Units and functions, working closely with teams across the organization.
• Administrative Excellence: Provide stellar support in scheduling interviews, extending offers, and maintaining effective communication throughout the process.

What We Are Looking For:

• Talent Acquisition Expertise: Proven experience in talent acquisition is a must.
• Positive Candidate and Hiring Manager Experiences: Build positive experiences throughout the recruitment lifecycle.
• Sourcing Strategies: Sound understanding of candidate sourcing strategies and adept usage of Applicant Tracking Systems.
• Social Media Savvy: Experience using social media platforms, especially LinkedIn.
• Collaboration Skills: Be an excellent collaborator with strong written and verbal communication, and organizational skills.

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Role summary

We are looking for an enthusiastic Product Executive to join our busy Product Department. You will be supporting our team of Product Managers to deliver award-winning small-group adventure holidays. You will work in a specific region, under the mentorship of a Senior Product Manager, to help liaise with suppliers and internal teams to ensure our customers get the best possible experience. A passion for travel is essential and there will be opportunities for you to experience our product, meeting clients and suppliers. This role provides administrative support to several Product Managers - we are looking for someone with a proactive attitude who can contribute to the success of our team.

What you will be doing:

• Assist Product Managers with all aspects of planning, setting up, and running tours within a regional area.
• Support with day-to-day queries and tasks for your areas, acting as a key point of contact for overseas suppliers, Sales, and Operations.
• Monitor client feedback and liaise with overseas suppliers and our Customer Experience/Customer Services teams to ensure the very best experience for our customers.
• Assist Product Managers in the procurement process and preparing pricing documents.
• Ensure content is accurate and up to date with optimised destination and tour webpages.
• Sourcing images, videos, and general content for your areas for Marketing and Content teams.
• Supporting capacity management actions in line with the commercial team.
• Ensure the reservation system is up to date and accurate for your areas.
• Ensure contracts, PLI, and risk assessments are in place for all trips and filed accurately.
• Awareness of your markets and understanding of competitive offerings.
• Support the wider business with arrangements for staff travel & FAM trips.

What we are looking for

• Ideally one year experience in the travel industry (Product/Sales/Operations).
• Attention to detail.
• Commercial awareness.
• Good written English and the ability to write content.
• Pro-active approach to work, a natural self-starter
• A passion for travel!
• Hybrid role – two days a week in the office.