Job Description

Role: Customer Support Executive

Location: Great Suffolk Street, London, SE1 0BE.



Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week (Monday Friday, with rotational Saturdays)

Do you enjoying working in a Sales environment without the stress of a target? If so this role supports our busy sales teams and allows you to look after customers by creating holiday excitement once they have booked.

Role Overview:

A post booking specialist to ensure that the client experience from their very first contact with the company throughout their journey with us is the very best. They are responsible for supporting the sales team with their bookings, freeing them up to increase client contact and reduce their admin burden.


Ensure that all documentation is sent out in a timely and accurate manner whilst ensuring our team in resort have the information, they need to facilitate the customers holiday and exceeding their expectations.



To apply, please submit your details, including a CV and Covering letter.


If you need extra support with your application,simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact recruitment@dertour.co.uk, and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.

CV Villas

CV Villas is one of the UKs leading Villa specialists, with over 50 years experience, forming part of Der Tour, one of Europes leading travel groups.


Boasting an exceptional selection of over 800 handpicked properties in highly sought-after destinations across the globe, CV Villas is recognised for its unwavering commitment to excellence, authenticity, and personalised service, both in the UK, and in destination.


With a deep understanding of what it takes to craft the perfect villa holiday; we are dedicated to delivering exceptional experiences that meet the highest standards of quality and authenticity.

What you'll be doing:

Responsibilities

Prioritise the needs of the potential or existing CV customers at all times. Support the customer and the Villa Specialist with any post booking requirements. Pay close attention to detail with all aspects of bookings to minimise errors, client dissatisfaction and lost revenue to the company. Ensure that all tasks assigned to yourself are being delivered on, including but not limited to booking checks, supplier bookings and travel documentation. Ensure delivery of the CV Villas Service model for your allocated bookings, including delivery of all 3-month calls by Sales or the Customer Support Team to support high levels of customer service and upsell opportunities. Manage and service your allocation of bookings, working together with the relevant Villa Specialist and assisting where necessary ensuring efficiency and delivery on all booking related tasks, and customer communication is in a timely manner Answer the existing booking and pre-departure telephone line ensuring positive outcomes to all calls Assist with client communication regarding any changes to description of holidays they have booked Working alongside sales to process re-bookings, villa moves, changes, cancellations & additions in relation to existing bookings informing the correct other departments within the company if action is needed. Support and assist the Villa Specialists with booking related administration with external suppliers Automatic Owner Response Management checking for confirmations and adding to booking at 7 day check stage. Assist with post-holiday follow ups when required Support with the Customer Support inbox, ensuring all correspondence is responded to within 24 hours. To support the Villa Specialists with any booking admin, including but not limited to booking elements directly with suppliers and Destination Experts. Adapt quickly and easily to any new company policies introduced or widespread changes within the company, group or travel industry. Work with the Operations Executive to check bookings to ensure that all relevant information is visible to Destination Experts via their Resort Portal. To flag to the Operations Executive when AI/DI is missing or inaccurate and ensure that all client documentation has the information needed. To constantly and consistently upsell where possible to enhance the customer experience.

General:

Work as an effective and diligent team member of CV Villas, assisting with customers on behalf of your colleagues and helping the Customer Services, Accounts, Marketing, Operations and Product team when required Maintain and demonstrate the required level of expertise of the company booking system and product knowledge in order to deal with customers. Attend and get the best out of all familiarisation trips making notes and taking photographs to ensure maximum product knowledge and retention.Assisting with the organisation of these trips were required. Ensure that key colleagues are kept informed of any problems or opportunities relating to CV Villas products, competitors and customers, as well as urgent issues inhibiting the companys ability to sell. To act on customer feedback immediately where it applies to the Sales and Customer Support Teams and pass it on to the appropriate department where relevant Represent CV Villas as required at consumer events, trade shows, networking and training events Demonstrate a commitment to the core company values and mission in all actions and decisions Act as a brand ambassador, positively representing the group both internally and externally Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, in order to foster a positive work environment.

You will have:

Essential:

Excellent customer service skills Experience in a customer service role Comfortable with change and to be flexible in your approach with our customers Have the ability to respond easily to the varying needs of our customers Excellent prioritising, time management and organisational skills Highly motivated with excellent communication skills Energy and enthusiasm - must find the work interesting, enjoy being accountable and willing to hold others accountable A working knowledge of Microsoft Office Applications

Desirable:

Knowledge of both long-haul & short-haul travel destinations

Personal Qualities:

Strong communication in various verbal and written forms Flexible and adaptable to changing priorities Resourceful and practical; can think on your feet and solve problems quickly and effectively Positive can do attitude Exceptional communication skills Able to quickly build strong and trusted business relationships Strong team player Decisive and action orientated

Benefits & Perks:

23 days holiday, plus bank holidays (holiday allowance increases with length of service) Flexitime (including option to bank hours giving an additional 4 days off per year) Additional day off to celebrate your birthday 2 volunteer days per year Company matched pension scheme and life assurance Company trips Free annual travel insurance Holiday concessions for personal trips -

a complimentary villa per year!

Friends & family holiday discounts Travel season ticket loans Cycle to work scheme Learning & development opportunities * In-house wellness team