Job Description

Job Purpose:

The prime responsibility of this role is to provide excellent customer service across two of hotelshopUK's customer contact centres - namely CustomerhubUK and Great Little Breaks. You will be the first point of contact for our customers - both hotel clients, customers, travel agents and suppliers. You will deal with enquiries quickly and efficiently seeking to maximise conversions and sales across the business units - whether it's converting enquiries to bookings for a hotel where our CustomerhubUK provides outsourced reservations support or selling our selection of UK short breaks to our trade partners and direct customers through Great Little Breaks. The role will operate on a hybrid basis - covering both business units as the demand requires, acting as holiday and sickness cover and providing additional support in busy times.

Key Accountabilities/Activities:

CustomerhubUK

Enquiries and Reservations

: Handle calls and emails about reservations, rates, and availability. Assist customers with booking hotel rooms or attractions.

Customer Service and Sales

: Address customer queries and complaints professionally. Upsell additional services like room upgrades and packages.

Admin and System Operations

: Manage admin tasks and use reservation systems to handle bookings and generate reports.

Product Knowledge and Payments

: Know hotel amenities and local attractions. Assist with payment processing and billing enquiries.

Modifications and Record Keeping

: Handle reservation changes and maintain accurate records of bookings and customer interactions.

Great Little Breaks

Handling enquiries:

Take calls, inbound and outbound from direct customers and our travel agent partners, seeking to convert enquiries for Great Little Breaks product portfolio - including hotel and attraction breaks, short tours, self-drive itineraries, theatre and rail breaks. Act as overflow support to the senior sales executive on dynamically packaged breaks and rail tours.

Booking administration:

Maintain excellent administration of GLB bookings, following GLB systems and processes. Provide administrative assistance on booking and ticketing processes as required.

Customer service:

Assist the Sales and Customer Service Manager in resolving customer complaints.

Product knowledge:

Develop a strong understanding of Great Little Breaks product offering and processes, working closely with GLB sales and marketing teams to keep up to date on new products. Use your knowledge to increase enquiry conversion, switch-selling and up-selling where appropriate. Take part in GLB fam trips to further enhance knowledge when required.

Job Type: Full-time

Pay: 25,986.00-26,312.00 per year

Additional pay:

Bonus scheme
Benefits:

Paid volunteer time Sick pay
Schedule:

Monday to Friday Weekend availability
Work Location: In person