Customer Service Consultant

Inntravel is a widely respected leading provider of at your own pace selfguided walking cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from longterm investment to achieve ambitious growth targets deliver digital transformation projects and retain our place as market leader in the selfguided walking holiday market.

You will be part of our bright future our mission envisions our holidays serving as catalysts for personal growth environmental awareness and fostering meaningful connections with both nature and people.Join us on our journey creating extraordinary travel experiences for all.

We put people at the heart of everything we do and are proud of the extensive benefits we offer:

• 50% of Holidays from any provider within Hotel Plan UK and 15% for friends and family
• Buy up to 10 additional holidays combined with the 33 Days annual leave
• Discounted healthcare
• Electric vehicle scheme
• 2 Volunteer days
• Birthday time off
• Additional annual leave when you choose to swap a plane for a train

This is a hybrid role with a minimum of 2 days per week in our WhitwellontheHill office but remote working contract will also be considered.Due to the beautiful remote location access to your own transport is essential. This is a fulltime position however work life balance is important to us and so we are open to discussion on flexible working patterns and parttime working (minimum 4 days per week).

Role:

Our primary aim is to deliver the best possible service to our customer throughout their journey and this is the key driver for everyone at Inntravel.

The Sales and Customer Service teams are key to maintaining and improving Inntravels reputation for providing first class customer service. Delivering expert and personal service they are responsible for promoting and upholding Inntravels values and beliefs.

The Customer Service team are the point of contact for all communication with customers from the time they have booked until they return home from their holiday with us. The team deal efficiently with all queries from general to the more challenging. They are also responsible for sourcing and resolving issues predeparture or even whilst the customer is on holiday and finding solutions to unexpected operational issues affecting the customers holiday experience such as strike action.

Additionally the customer services team handle all complaints involving understanding where things went wrong finding solutions for the customer and communicating with different departments on how we can improve overall customer experience.

Both teams are responsible for collecting accurate information at all times throughout the booking journey to ensure we are able to deal with our customers effectively and efficiently. Whilst also managing customer expectations and booking experience so they clearly understand what to expect at each stage of the journey.

• Provide exceptional customer service to travellers addressing inquiries and resolving issues promptly and efficiently.
• Upsell additional services and amenities to enhance the overall travel experience for customers.
• Contact the customer to obtain any outstanding information if required.
• Handle customer complaints and concerns with empathy aiming for firstcall resolution whenever possible.
• Collaborate with other departments such as Operations Product Marketing and Sales to ensure seamless customer experiences throughout the booking journey.
• Proactively communicate with customers regarding flight changes delays and other travel disruptions.
• Manage customers expectations by ensuring they are clear about what to expect from Inntravel during the reservation and confirmation process.
• Maintain accurate and detailed records of customer interactions and transactions both written and verbal to provide customers with continuity and maximise our efficiency.
• Meet or exceed established performance metrics including customer satisfaction ratings and response times.
• Communicate any operational issues and resolutions to customers in a calm and confident manner.
• Deal with any issues that arise whilst customers are on holiday and if needed work with the Holiday Operations Team to resolve the issues.
• Continually enhance product knowledge through personal research attending product briefings and overseas familiarisation visits.
• Undertake additional training in central reservation systems IT sales and customer service techniques and other relevant areas as required.
• Participate in the outofhours helpline rotas.

Person:

• An ability to prioritise the needs and satisfaction of customers anticipating their concerns and proactively addressing them.
• Ability to handle stressful situations in a calm manner and resolve conflicts professionally.
• Excellent telephone and interpersonal skills with an ability to work effectively both in a team and independently.
• Clear and concise verbal communication with high proficiency in written communication for emails chat and documentation
• Highly motivated and flexible with an ability to quickly identify and resolve issues to ensure a positive customer experience.
• High level of computer literacy and numeracy.
• Accurate and thorough in handling bookings transactions and customer information with a keen eye for detail of specific arrangements to avoid errors.
• Demonstrate an ability to empathize with customer concerns and frustrations especially in challenging situations.
• A genuine ability and desire to sell and upsell to customers.

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners always with respect and kindness.

Inntravel is part of Hotelplan Group a wellestablished and diverse family of specialist tour operators with a long tradition of developing and operating marketleading experiences. The family comprises ski walking and Laplandholidays with Inghams andSantas Lapland; adventure travel with Explore; and selfguided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.