Duty Officer

Travelsphere and Just You
11 Apr 2018
20 Apr 2018
Contract Type
Full Time
G Touring based in Market Harborough, part of an innovative global travel company are on the lookout for a Duty Officer. Working closely with the other Duty Officers, not one shift is the same, so if you like variety, can handle pressure and spin lots of plates at any one time this could be the job you have been waiting for.

Working on the emergency line you would be responsible for ensuring that any customer issues or problems that have arisen during their holiday are handled quickly and efficiently, always to the highest customer service standards. Whilst the office is manned during the normal core hours of 9am to 5:30pm, for the majority of your time, particularly the night shift you will work independently.

This role will involve:

* Owning and resolving any issues or customers or Tour Managers may have during their holiday, escalating any serious or contentious issues to the relevant departments or team leaders
* Keeping an accurate log of reported issues
* Giving instructions to Tour Managers/local agents on the best course of action, whilst maintaining authority
* Liaising with eternal suppliers, ie local agents, travel agents, airlines, hotels, airport reps etc
* Monitoring Foreign and Commonwealth country information and the news for current world event issues that may impact our customers on tours, investigating and escalate potential problems where necessary
* Be part of the crisis response team
* Assist the Aviation team pre-allocating seating for our customers and booking low cost flights
* Monitoring the building at night to ensure everything is secure/monitoring the CCTV

What you need

* A good standard of secondary education (GCSE’s)
* 2-3 years’ experience in a customer facing operational role
* Ability to work autonomously and to remain clam during a crisis
* To think on your feet and be a creative thinker working well under pressure
* Highly developed communication skills with a good standard of written English
* Proficient to basic level in the use of SharePoint and Office365
* To be build rapport to resolve issues
* Prioritise workloads
* Be able to work shift patterns covering 24/7, 365 days a year and be able to travel overseas in the event of a serious emergency
* It would also be great if you have travel sector experience and even better if you are bilingual

What we can offer you

* Employee Assisted Program
* Travel industry related benefits and concessions
* Generous annual leave entitlement
* Free car parking
* The opportunity to be a part of our amazing team

This is a permanent role working a 12 hour shift, covering 4 days on and 4 days off, 4 nights on 4 days off etc. There will be an even split between day and night shifts allocated. This is a fantastic opportunity for someone with the right skills and experience please click “Apply” now

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