Travel Advisor - ebeach Manchester, England
Job description
Who we are
¡Hola!
Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.
We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your holidays is the best week or two of the year.
With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.
And it doesnt stop there. With huge opportunities for growth, were on a long-term mission to become Europes biggest and most loved online retailer of beach holidays, so our storys only really just begun…
We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.
We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.
You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community.
What you'll be doing
We have an exciting opportunity for two Travel Advisors to join our International team responsible for our eBeach brand. In this role you would help our customers book and administer great value beach holidays, providing high levels of customer service both pre and post booking.
We are looking for motivated and enthusiastic candidates who are as passionate about helping customers as we are. Due to this role being for our international eBeach brand, you must be fluent in Swedish or Norwegian, as well as English. The salary for this position is £21,500 (FTE) per annum plus uncapped commission (OTE £24,000).
As a Travel Advisor in our eBeach team, your responsibilities will include:
- Taking enquires over the telephone. Dealing effectively with customer/supplier queries and trying to resolve any issues in a confident manner.
- Identifying the customers needs through effective questioning and selecting appropriate products to match the customer requirements or resolve their queries.
- Dealing with any order changes and identifying issues to improve the customer experience and journey.
- Quoting and actioning amendments to the customers chosen holiday.
- Consistently demonstrating a strong focus and drive to achieve targets within agreed deadlines.
- Working as part of a team as well as working independently to handle and manage workloads.
- Increasing customer loyalty and customer satisfaction by delivering consistent and professional communications
- Demonstrating up to date product and brand knowledge while having an in-depth knowledge relating to our portfolio of destinations and supplier products
You'll be a great addition to our team if you have the following skills, knowledge and experience
- Fluent in Swedish or Norwegian, as well as English
- Experience of working in the travel industry or Contact Centre in a high activity inbound or outbound Customer Service role
- Ability to resolve customer issues in a professional and empathetic manner.
- Sound interpersonal and rapport building skills and outstanding communicator.
- Experience of achieving KPIs
- Ability work well under pressure and effectively prioritise, plan and organise workload
- Strong attention to detail
What to expect from our interview process
We will have a two stage interview process for this position, which will involve an initial telephone interview followed by a final stage interview.
We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist.
Ways of working
This role is a full time role working 37.5 hours per week where you will work a flexible rotation over 7 days a week. Our opening hours are 08:00-16:00 Monday to Sunday.
After your full time induction in our Manchester city centre office, your working week could look something like this: 1 or 2 days a week in our Aeroworks HQ in Manchester (10 minute walk from Piccadilly station) and 3 or 4 days a week working from home.
Our benefits
We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues.
These include:
- 25 days holiday plus your birthday off
- Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday
- Flexible working hours and hybrid working
- Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
- Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
- Employee Assistance Programme and free access to counselling
- Eye care vouchers
- Simplyhealth Optimise Health Plan
- Company Sick Pay scheme
- Regular wellbeing events
- Gym discount
- Share Incentive Plan (SIP)
- Death in Service cover
- Onsite subsidised coffee shop
- The Sandbox (our very own bar)
- Food and drink discounts across a number of venues in Manchester City Centre
- Regular social events
- Travel to Work scheme
- Cycle to Work scheme
