We are currently looking for someone to join our Cancellations Team as a Operations Executive. The main purpose of the role is to manage existing reservations within our Cancellation department. The primary duties of the role include :- cancelling bookings, reconciliation of bookings, sending customer documentation, dealing with customer led partial cancellations and redeployments and enforced cancellations. 

The role will also include supporting other operational teams where needed. 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,
• Dashboard Reconciliation for pro-rata refunds and In Resort out of pocket claims,
• Cancelling Dashboard and Cruises/Land/Tour/Flight elements with our partners,
• Sending cancellation documents to customers,
• Looking for alternatives and solutions for customers ie rebook/transfer of sailings,
• Finding solutions, based on the issue at hand,
• 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.

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.