Job Description

We are looking for a highly organised and customer-focused individual to lead our small but dynamic Customer Support and Administration team. This role is ideal for someone with proven supervisory experience, excellent attention to detail, and a passion for delivering exceptional service.

Whether from a travel, hospitality, or customer service background, the right candidate will be confident managing processes and people and motivated to improve systems and consistently provide an excellent experience for our clients.

Key Responsibilities

Lead, support and coordinate the Customer Support and Administration team ensuring tasks are fairly delegated in line with overall priorities. These duties include any future recruitment, training, day-to-day supervision and performance development. Oversee the processing, accuracy checking and timely administration of new bookings, liaising with the Sales team as required. Monitor customer support inboxes and phone lines, ensuring efficient, friendly, and solution-focused responses to pre-departure queries. Manage and track customer payments, including chasing outstanding balances and resolving discrepancies. Oversee the production and delivery of high-quality pre-departure documentation, ensuring clarity and accuracy for all customers. Coordinate the administration of booking amendments, cancellations, activity additions and confirmations - ensuring timely and professional communication with both clients and suppliers. Liaise with the Product, Sales and Logistics teams to ensure group flight information and schedules are accurate and passenger names submitted correctly to the relevant airlines. Monitor changes to booked flights (e.g. schedule changes, cancellations) and take proactive steps to inform customers and offer appropriate solutions in significant cases. Request and review customer feedback, responding to minor complaints and escalating more serious matters appropriately. Contribute to the continuous improvement of our systems and customer journey - including input on the development of our booking system (Moonstride) and any new platforms or processes. Provide timely updates to senior management and contribute to the overall success of the Customer Support function.

Person Specification

Experience in a supervisory, coordination or team leader role - ideally within travel, tourism, hospitality or customer service in a service-based environment. Excellent communication skills - confident and professional in both written and verbal contact with customers and colleagues. Outstanding organisational skills with the ability to manage multiple priorities and deadlines. Strong attention to detail and pride in delivering high-quality, accurate work. Positive and proactive approach to problem-solving and process improvement. Able to work under pressure, remain calm, and maintain a focus on customer satisfaction. Confident IT user with experience in Outlook, Excel, Word and CRM or booking systems (training will be provided on Moonstride). A natural team player with the ability to delegate effectively and motivate others.

General Company Responsibilities

Contribute to a positive working atmosphere and strong team morale. Provide cover for other positions when required by your manager. Attend meetings and participate in relevant training and development. Participate in staff review processes and one-to-one meetings. Support the health, safety and cleanliness of your own working environment. Promote equal opportunities throughout the company.

Reporting to Product and Operations Manager

Full time, permanent role - 35 hours per week.

Hybrid role based 3 days per week at our office in Newcastle.

27,000 PA

28 days AL

Job Types: Full-time, Permanent

Pay: 25,500.00-27,000.00 per year

Benefits:

Additional leave Casual dress Company pension On-site parking Work from home
Ability to commute/relocate:

Newcastle NE6 2AR: reliably commute or plan to relocate before starting work (preferred)
Work Location: Hybrid remote in Newcastle NE6 2AR