Job Description

Senior Sales & Customer Service Executive

Hybrid role: 3 days in office and 2 from home

Not in the Guidebooks is driven by a desire to do travel properly, that means getting under the skin of travel destinations by offering authentic, sustainable experiential holidays designed and delivered by locals.

Our team is united by a passion for travel and we have created a business that partners with off the beaten track local hosts and companies, all around the world, who offer experiences that connect with locals and immerse customers in activities that are unique to the place they are visiting.

An exciting period of growth has created an opportunity for an experienced Senior Sales & Customer Service Executive to join the team to support our Sales & Customer Service Manager. There is potential for future growth in this role and you will champion a relentless drive to deliver exceptional and sector leading experiences to our agents and customers.

If you are passionate about travel and understand the processes to deliver an exceptional customer experience with the grit needed to work in a fast paced environment then please get in touch.

Your responsibilities will be:

Deputising in the Sales & Customer Service Managers absence Co-ordinating sales enquiries between team members Responding to enquiries via call, live chat and email - both B2C and B2B Working hard to convert sales enquiries to confirmed bookings at the targeted conversion percentage Helping Sales Executives convert their sales Achieving individual & team monthly targets Liaising with travel agents, clients and our suppliers Managing tailor made enquiries/quotes as well as tweaks to existing itineraries, from start to finish Preparing flight inclusive quotations Ensuring everything has been booked correctly for all customers Preparing and sending all relevant documentation Providing weekend cover twice monthly Giving the best customer experience Supporting and working with the Sales & Customer Service Manager to ensure a happy & productive team

What are we looking for?

Proven experience as reservations/sales/customer service position within the travel sector Call centre experience advantageous but not essential Good knowledge of flight booking Well-travelled or good knowledge of long haul destinations preferred Able to work on a hybrid model (3 days office(Aldridge)/2 days remote(home) - possibly negotiable for the right person Sales driven and commercially savvy Work as part of a small & friendly team Experience in coaching and helping others Innovative thinker constantly looking for improvement Ability to work independently objectives & implementing change Good knowledge of MS Outlook/Excel/Word Excellent service delivery and customer service skills Able to operate in a fast-paced environment Be proactive, motivated and show initiative High standard of accuracy able to work well under pressure Excellent prioritisation skills, enabling you to handle multiple tasks Managerial experience an advantage

What's in it for you?

Being part of an amazing small, loyal, hard-working and fun team

Hybrid working role (3 days office/2 days remote) - possibly negotiable

Competitive salary & bonus opportunity

20 days paid leave plus bank holidays - after 2 years' service earn an extra day every year up to a maximum of 25.

Your birthday off

2 days paid leave annually for volunteering/charity work

Educational trips

Discounts on your own travel with NITGB

Contributory pension scheme

Job Types: Permanent, Full-time

Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Employee discount
Ability to commute/relocate:

Aldridge, WS9 8BX: reliably commute or plan to relocate before starting work (required)
Experience:

travel reservations: 1 year (required) long haul travel: 1 year (required) flights booking: 1 year (required)
Work Location: Hybrid remote in Aldridge, WS9 8BX