Customer Care Executive
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service are maintained.
As our Customer Care Executive you will handle calls and emails from customers once their booking is completed and will deal with any additions and alterations to bookings.
You will communicate with sales staff and suppliers to rectify any problems which may have arisen. Experience in a similar Customer Service role or in the Travel industry is preferable.
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:
- Effectively fulfilling the booking once the sale has been made
- Answering customer queries by phone and email
- Resolving problems of customers on holiday
- Calming and advising customers appropriately
- Handling of customer complaints
- Liaising with tour operators
- Booking cancellations and transferring
- Supporting customers via an online webchat system
- Negotiating between our customers and operators
- Completing additions and amendments to bookings
- Logging notes of all communication
- Ancillary Sales and seeking up-selling opportunities
- Cross-selling clients to alternative holidays
- Identifying and rectifying causes of problems
- To undertake any other duties or projects as required by you line manager, appropriate to your role.
Skills and Experience:
- Strong verbal and written communication skills
- Strong understanding of our products
- PC Literate – knowledge of Word, Excel and Outlook
- Basic knowledge of ABTA/ATOL regulations
- Excellent time management skills
- Ability to work under pressure and independently
- Organisational skills are essential to this role
- Ability to communicate effectively both internally and externally at all levels
- Able to multitask with taking calls and responding to emails
Behavioral Role Fit:
- Professional nature
- Proactive & enthusiastic
- Supportive
- Team player
KPI'S:
- PCA %
- Average workload 40 plus per day (calls and emails)
- Email response time
Why Join 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
- Discounted travel offers for family and friends
- Gym discounts at all major chains across the UK
- Mental Health and Wellbeing Support
- Electric Vehicle Scheme
- Simply Health Cash Plan
- Life Assurance for all
- Help shape the culture of Iglu by getting involved in our Charity or Social Committee
- Bi-annual Company Get Togethers
- Department
- Cruise Sales
- Locations
- Portsmouth, Wimbledon, Homeworking
- Remote status
- Hybrid Remote
![Picture of Claire](https://images.teamtailor-cdn.com/images/s3/teamtailor-production/square_226-v4/image_uploads/3022b459-0433-4253-9fda-24e64d086e06/original.jpeg)
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 2nd Place in Best Workplace in Travel (Large Company Category) at the Best Workplace in Travel Awards we also won Cruise Agency of the Year (Large Category) at the Travel Weekly Agent Achievement Awards, Outstanding Contribution - Princess Cruises, Highly Commended Partnership Achievement - HAL, Highly Commended Partnership Achievement - Carnival, Highly Commended Partnership - P&O Cruises at the Carnival Corporation Awards, also 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.
Customer Care Executive
We have an exciting opportunity for a Customer Care Executive to join our team here at Iglu. Working within the Customer Care department you will ensure that our high levels of customer service
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