This is an exciting new opportunity within the thriving and expanding Product and Commercial team. The Fulfilment Executive will play a critical role in ensuring the efficient and accurate management of bookings for Out of Date Range (OODR) elements, in line with the Service Level Agreements (SLA’s) set out by the product and commercial teams. The role involves strictly adhering to established procedures to minimise dilution and maximise booking accuracy. 

Additionally, you will liaise directly with customers to offer potential upgrades and deviations, providing an enhanced customer experience. This role offers a valuable opportunity to collaborate with Product and Commercial teams, gaining insight into operations, which may lead to further career development and growth within the company. 

You will be expected to deliver exceptional service and accuracy, contributing to the overall success of the fulfilment process and supporting the company’s commercial objectives.

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:

• You will be responsible for the fulfilment booking process of our OODR flights, hotels, tours, and other ancillary products,
• To work mutually with other teams inside the business such as Sales, Ticketing, Customer Care & Groups,
• To escalate any issues impacting the booking of OODR elements,
• The management and upkeep of spreadsheets,
• To deliver weekly and monthly reports,
• To ensure customer requests when handling upgrades and deviations are completed to a high standard, meeting written and verbal expectations,
• To ensure all other OODR tasks are consistently up to date and accurately managed, including the OODR Inbox and the collection of API & CC forms,
• To ensure that OODR timeframes are adhered to and that customers receive all travel information per the established guidelines.

Skills and Experience: 

• Previous experience in the travel industry is preferable,
• Flight , Hotel, Transfer & or Tours booking experience, knowledge preferable,
• Ambitious, dynamic, enthusiastic and keen to develop - continually striving to improve,
• The ability to work efficiently under pressure, meet tight deadlines while ensuring the highest degree of accuracy,
• Good geographical and product knowledge of destinations, cities and airlines,
• Strong communication skills – both written and verbal,
• Proficient IT, Microsoft office or GSuite,
• Being a self-starter, to be able to work under own initiative,
• Knowledge of products sold by Planet Cruise & Iglu.com,
• Managing customer expectations and ensuring that service delivery is timely and within agreed-upon timeframes,
• A creative mindset to think outside off the box,

Behavioral Role Fit: 

• Results driven,
• Confident communicator,
• Ability to build rapport with colleagues and suppliers,
• Pragmatic,
• Likes to take the initiative,
• Understands customer needs and preferences,
• High level of attention to detail

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,
  
• 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,
• Plus Many More