Operations Executive - Change Control
We have a fantastic opportunity to join our team as a Operations Executive, focused on Change Control. The main purpose of the role is to manage existing reservations within our Tailor Made program
We have a fantastic opportunity to join our team as a Operations Executive, focused on Change Control. The main purpose of the role is to manage existing reservations within our Tailor Made program and handle various operational duties essential for confirmed bookings. This includes a combination of group operations tasks and back-office functions such as processing changes, sending customer documentation, amending reservations, and ensuring the accuracy of customer documentation.
The focus of this role is overlooking bookings end to end, sending documentation within given deadlines, whilst providing excellent customer service.
About Iglu:
Iglu.com, is a successful and award winning online travel agency specialising in Ski and Cruise holidays. Through our award winning brands Iglu Cruise, Planet Cruise and Iglu Ski, we provide expert service and exceptional ski and cruise holidays to locations around the world.
Key Responsibilities:
- Any Admin tasks on existing reservations
- Liaising with Tour Operators to process changes on reservations such as itinerary, flight, and cruise changes
- Sending notifications to customers about changes to their reservations and updating existing reservations
- Looking for alternatives and helping customers find different holidays if affected by a change
- Finding solutions, based on the issue at hand
- Helping customers with in resort issues, emergency situations if such occur
- Handling and processing client travel documentation
- Effectively checking all bookings ensuring any discrepancies are promptly identified and rectified
- Ensuring all client documentation is complete and dispatched within specific time frames
- Email, post and phone communication will be required both with customers and suppliers
- Logging notes of all communication
- Liaising with other teams and internal departments where necessary
- Any other operational tasks as required
- Meet and exceed personal KPIs
- Be customer centric and strive to deliver excellent customer service
Skills and Experience:
- Multitasking and flexibility
- Good communication skills both written and verbal
- Excellent customer service skills to ensure highest quality level of service provided
- High attention to detail and logical thinking
- PC literate – knowledge of Word, Excel, Google Workspace
- Knowledge of the cruise industry and reservation systems preferable
- Knowledge of Iglu cruise products preferable
- Ability to work independently and in a team, sometimes under pressure
- Good organisational skills and being able to work to deadlines
- Excellent time management
Behavioural Role Fit:
- Diligent and with good work ethic
- Proactive, enthusiastic with ‘can do attitude’
- Professional at all times
Role Key Performance Indicators:
- Meeting deadlines
- Ensuring documents are sent out within specific timeframes before departure
- Customer satisfaction
- Number of tickets sent to clients per day
- Processing changes with no errors
- Admin tasks performed to set standards and meeting SLAs
Why work for Iglu?
We strive on offering a great culture and working environment for everyone but don't just take our word for it, take a look at our values and some of the benefits below:
Our Values:
- Put People First
- Driven by our Customers
- Love what we do
- Bold and ambitious
Our Benefits:
- Hybrid and Remote working options
- Personal Development Program
- Discounted travel offers for family and friends
- Gym discounts at all major chains across the UK
- Mental Health and Wellbeing Support
- Electric Vehicle Scheme
- 24/7 Online GP / Dental Service
- Life Assurance for all
- Help shape the culture of Iglu by getting involved in our Charity or Social Committee
- Bi-annual Company Get Togethers
- Plus Many More
- Department
- Customer Operations
- Locations
- Portsmouth, Wimbledon, Homeworking
- Remote status
- Hybrid Remote
Colleagues
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 social committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.
About Iglu.com
Established in 1998, we are the UK and Europe’s largest specialist ski and cruise travel agency, trading through Igluski.com, Iglucruise.com and Planetcruise.co.uk.
Awards: In 2024 we won the Above & Beyond award at Celebrity Cruises Agent Appreciation Awards. In 2023 we won 3rd Best Workplace (Large Company Category) at the Best Workplaces in Travel Awards, in 2023 we also won Online/Call Centre Agency of the Year at the Travel Weekly Agent Achievement Awards, in 2023 we also won Best Ex-UK Producer in the MSC Champion Awards, in 2023 we also won Bronze in the Best Travel Company for Ski/Winter Sports at the British Travel Awards, in 2023 we also won Favorite Cruise Travel Agent - Highly Commended in the Wave Awards, in 2021 we won Best Large Cruise Agency at the Travel Weekly Agent Achievement Awards, in 2020 we won Top Partner for Cunard and Holland America, in 2020 we also won Best Online Travel Agency at the TTG Top 50 Awards, in 2019 we won CLIA Online Cruise Agent of the Year, Carnival UK Retail Partner of the Year, Princess Cruises Retailer of the Year, took Best Non-Retail Agent at the Wave Awards and also won Best Online Sales (UK) from Costa Cruises. During 2018 we won the Top Cruise, Ocean and River Agency at the TTG Top 50 Travel Agencies 2018 and also won Best Newcomer for the Eurozone 2018 with Royal Caribbean. Back in 2017 we were also recognised in The Leap 100 Fastest Growing Companies 2017.
Operations Executive - Change Control
We have a fantastic opportunity to join our team as a Operations Executive, focused on Change Control. The main purpose of the role is to manage existing reservations within our Tailor Made program
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