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Change Control Executive

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Department and Team: Operations

Job Level: Executive

Location: Wimbledon or Portsmouth

Reporting To: Operations Manager

Role Purpose

The main purpose of the role is to service any incoming changes from Suppliers to clients’ bookings. Whilst servicing these changes, ensuring margin is protected where possible and the package remains logical. 

Key Responsibilities:

  • Informing customers of accommodation, flight and itinerary changes and cancellation
  • Effectively sending and updating all notifications within a specific time frame
  • Communicate with clients via phone or email in a kind and courteous manner
  • Match changes received to supplier/Iglu website before sending
  • Negotiating with tour operators to provide the best possible resolution for our customers
  • Effectively sending and updating all notifications within a specific time frame
  • Be flexible with daily tasks, when needed
  • Resolve emergency / in resort situations at short notice
  • Liaising with other internal departments where necessary
  • Logging notes of all communication
  • Liaising with Tour Operators
  • Identifying and rectifying causes of problems

Skills and Experience: 

  • PC literate, knowledge of word, excel and outlook
  • Communication skills: clear, courteous and understanding
  • High attention to detail and logical thinking
  • Organisational skills

Behavioral Role Fit:  

  • Diligent
  • Ability to work independently under pressure
  • Excellent time management
  • Ability to use own initiative
  • Ability to multitask and prioritise

Role Key Performance Indicators:

  • Ensuring documents are sent out within specific timeframes before departure
  • Customer satisfaction
  • Number of notifications sent to clients per day

Or, know someone who would be a perfect fit? Let them know!

Some of your colleagues

SW19 1NE
SW19 1NE London Directions

Portsmouth

PO6 3TD
PO6 3TD Portsmouth Directions

Why join Iglu.com?


We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

Our social calendar and regular educational trips mean that it is not all hard work. The charity committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.

 

 

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