Address
Form of work
SalaryOur Customer Operations Advisors are responsible for delivering a consistent world class customer experience by handling customer contacts through a variety of methods including voice, live chat, social media and email. You will work in a fast-paced contact centre environment, where we want you to be truly passionate about travel and have an unrivalled desire to become the expert in your field. You will use this knowledge and expertise to build positive relationships with your customers and be an ambassador for ThomasCook.com
Key accountabilities and decision ownership:
- Delivering world class service to our customers no matter how they chose to contact us, delivering first time resolution at all times.
- Handling customer contacts at various touch points throughout the customer journey from searching for their holiday through to making their booking, before they travel to whilst on holiday all the way to when they return home.
- Fully understanding our ways of working so that you can problem solve on the spot, demonstrating confidence to our customers through your knowledge expertise and approach.
- Building long lasting relationships with our customers which drives sales results.
- Building relationships with our partners/suppliers.
- Ability to multi-task, working in a fast paced, ever changing environment.
- An unrivalled passion and drive to continuously learn about anything that will enhance your expertise in your role allowing you to make recommendations and design holiday experiences for your customers. Proactively sharing your expertise with your customers and colleagues.
- Proactively providing feedback and making recommendations to improve ways of working and our customer experience.
- Adherence to all processes and policies.
Skills, know-how and experience:
Must have:
- A strong passion for travel and travelling.
- Positive can-do attitude.
- Experience of working in a fast-paced target driven sales & service environment.
- Strong passion for continued learning.
- Drive for achieving results.
- Strong IT skills and the ability to use multiple systems at one time.
- Confidence and effective communications skills.
- Strong organisational skills and the ability to multi-task.
Preferred but not essential:
- Experience of travelling yourself.
- A-C in Maths and English at GCSE level (or equivalent)
Benefits:
This role pays from £23,795.00 per year + generous on holiday support allowance.
- Home based role
- Generous shift allowance
- Business travel covered by the company
- Life insurance
- Private medical insurance (incl dental and optical) , Employee Assistance Program and free access to counselling, online GP services, travel vaccinations and flu jab.
- 20 days holiday (plus 8 public holidays) 1 day for every second year of service, up to a maximum of 8 days.
- 1 extra day annual leave on top of your holiday allowance to use if you are away on your 6+ days holiday package with Thomas Cook.
- Birthday off
- Pension scheme
- Enhanced maternity/paternity leave
- Discounted holidays incl for family and friends
- Regular social events, wellbeing events
- Gym discount
- Access to learning & development platform (New Skills Academy)
Job Types: Full-time, Permanent
Pay: £23,795.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Free flu jabs
- Gym membership
- Health & wellbeing programme
- Private dental insurance
- Private medical insurance
- Work from home
Supplemental pay types:
- Bonus scheme
Work Location: Remote
