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Ref: HF 23031

Location: Borehamwood, Hertfordshire OR Penrith, Cumbria

Contract: Permanent – 39.5 hours per week

Salary: £22,000 - £24,000

Job Brief:

Reporting to the Customer Success Team Leader, the Customer Success Executive is responsible for contributing to the HF revenue/profit goals whilst providing excellent customer service primarily to Guests, Group Organisers, Agents and Tour Operators.

The hours are Monday to Friday 09:00 – 17:30 or 10.30 – 19.00, and alternate weekends 09:00 – 13:00. You may be required to work any or all Public Holidays for which time in lieu will be given.

The Role:

• Answer calls within the HF KPI timings
• Provide quotes, options and take bookings for Customers including Guests, Group Organisers, Tour Operators and Travel Agents across all HF products
• Sell Membership to customers
• Take staff bookings and use the correct discounts
• Confirm Volunteer & Special Interest Leader bookings, adding additional guests if required
• Add customers to the HF Waitlist when holidays are full
• Make outbound calls to Guests, Group Organisers, Tour Operators and Travels to chase quotes & options
• Amend and/or Cancel options and bookings for Guests, Group Organisers, Tour Operators and Travel Agents across all HF products
• Amend and/or cancel bookings for Volunteer & Special Interest Leaders bookings as well as
• Amend Membership sales records
• Arrange refunds for customers
• Update Customer Records for Guests, Group Organisers, Tour operators and Travel Agents.
• Add good quality notes to bookings which will appear on customer communications and to our suppliers
• Task other HF Teams when customers have special requests or want something which is on request
• Ensure that all data collected from Customers are of excellent quality
• Work in other Teams at peak times
• A trusted first point of contact with HF Guests, Group Organisers, Tour Operators and Travel Agents
• Assist with any other tasks required by the role
• Achieving service excellence and aid in providing a fun expiring place to work

About you:

• Have significant experience of working with reservations systems or the ability to learn new IT packages as training will be provided.
• Have significant experience of excellent customer service or be highly confident in talking with customers on the phone
• Ideally experience of working in a fast paced, high pressure, changing environment
• Strong level of numerical reasoning
• Highly methodical
• Able to organise workload, use initiative, problem solve and multi-task
• Excellent communication skills
• Team player
• Be flexible in day to day activities
• Have a can do attitude to HF business activities
• Adopt & maintain company values
• Passion for continual improvements
• We love the outdoors so we hope you do too

Company Benefits:

• Pension contributions with Aviva
• Comprehensive medical benefits package with MediCash
• Annual familiarization visit at any of our country houses for you and your family (after 3 months)
• Free on-site car parking
• 28 days holiday inclusive of bank holidays, rising to 33 days after two years (pro rata for part time contract)
• One paid day each year to volunteer at a charity of your choice
• Exclusive discounts at several outdoor equipment stores
• Exclusive discounts on our holidays throughout the world for you, your friends & family (Subject to availability)
• Hybrid working with flexibility. All relevant office equipment provided
• Free professional training and development courses
• Cycle to work scheme

About the company:

HF Holidays have over 100 years’ experience organising outdoor holidays. We specialise in offering a fantastic range of Walking and Special Interest holidays to over 70 destinations all over the world.

We currently employ a team of over 500, who work in our two main offices in Borehamwood and Penrith and across our 16 country houses around the UK, all in National Parks or areas of Outstanding Natural Beauty.

We have a firm belief in what we do and our Mission is ‘To provide a shared holiday experience, which inspire friendship, fun and an active enjoyment of the great outdoors’. This Mission supports our unique and special culture and our company values - Trusted, Collaborative, Exceptional Experiences, Ownership, Inspiring, Passionate and Fun.

Apply now:

Send your CV to [email protected] or find out more by visiting our careers pages at https://www.hfholidays.co.uk/vacancies , either way we’d love to hear from you.

You can also call 01768 214530 for more information.