We have a fantastic role to join our team as a Cruise Administrator. As a Cruise Administrator you will be responsible for a mixture of administrative and operational functions. This will include, daily quality booking checks, agent error logging, supplier API management, daily discount exception reporting, fulfilling special assistance, fulfilling OODR bookings, Alert booking, Book on board and some other functions required. 

The focus of this role is to assist in minimising company potential exposure and losses, whilst keeping the customer's experience at the forefront of your mind.

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:

• Adhere to minimum standards, processes and procedures,
• Work collaboratively with management to achieve personal and team KPIs,
• Work collaboratively with other departments, peers and suppliers where needed,
• Daily quality booking checks, to ensure accuracy and minimum standards are met,
• Investigate and reconcile costs on DBs,
• Agent error logging and reporting,
• Special assistance bookings,
• Fulfil onboard and staff bookings,
• Online bookings and webchat,
• Supplier administrative tasks,
• Recognise opportunities to upsell and maximise margin/minimise losses whilst keeping in mind company liability/exposure,
• Take responsibility for the customer journey ensuring all practises are in line with improving and enhancing the overall customer experience,
• You will be Keeping abreast of company and cruise line processes and procedures,
• Complete any other tasks required by the department from time to time to cover holiday and sickness,
• Communicate successes with the operation teams,
• Comply with all company policies and procedures, including Health & Safety, Equal, Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control FInancial Regulations.

Skills and Experience: 

• Proven track record in working to set deadlines,
• Strong commercial acumen,
• In depth knowledge of sales processes and procedures,
• Good Standard of IT skills including but not limited to Word, Excel, GDocs.

Behavioral Role Fit: 

• Someone who is really passionate about travel,
• Keen eye for detail and understands the impact on our customers experience of errors,
• A driven and can do attitude,
• Excellent verbal and written communicator, with strong interpersonal skills,
• First-rate organisational skills,
• Demonstrates a good work ethic, leads by example,
• Excellent numeracy skills,
• Highly flexible and resilient, ability to bounce back from setbacks and focus on the end result,
• Foster a positive environment of continuous improvement,
• Ability to multitask, work under pressure and to tight deadlines,
• Ability to adapt and work well within a team but also independently,
• Foster a positive and motivational work environment,
• Take accountability for your own learning and personal development,
• Pragmatic problem solver and solution focused, always finding ways we can succeed,
• Tolerance for Ambiguity.

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.