Careers at Blue Bay Travel

Customer Services

Blue Bay Travel Customer Service

Customer Relations Advisor - Full Time

The Customer Services Team at Blue Bay Travel helps holidaymakers discover sunnier skies in the smoothest way possible. Reporting to the Customer Services Manager, you’ll ensure that all issues are resolved efficiently, and all queries answered with encyclopaedic know-how.


Responsibilities
  • Responding, via email and telephone, to post travel customer complaints, whilst adhering to internal and external guidelines
  • Providing assistance in emergency situations, such as natural disasters and flight cancellations, pulling the data of affected clients, and working to re-protect their holiday, with support from the Customer Service Manager
  • Monitoring feedback from Social Media including Feefo and ensuring that follow up contact with customers is made in a timely manner
  • Constructively handling all customer changes/queries and complaints within the business
  • Liaising with managers, team leaders, team members and third parties to gather information and resolve issues. Daily interaction with all teams on service related issues
  • Collating top line complaint information, including up to date monthly complaint ratios for our product
  • Forward planning and anticipating any issues that may arise in future for the business
  • Providing customer liaison that meets the need of the customer and protects the Blue Bay brand expectations
  • Following ABTA code of conduct in relation to complaint processing and timelines
  • Liaising with ABTA and Mid Counties Consortium to ensure appropriate resolution to complaints are actioned
  • Keeping accurate records of discussions or correspondence with customers
  • Managing errata’s for countries and hotels, ensure all new errata’s are briefed to staff and customers effectively and any amendments are actioned in a timely manner
  • Ensuring knowledge and information is passed to your colleagues where appropriate
  • Notifying and liaising with customers regarding overbookings for Blue Bay hotels
  • Using call listening to investigate any escalated issues
  • Providing cover on the emergency out of hours number on a rota basis
Must haves
  • Previous experience in complaint handling
  • Ability to work as part of a team and alone, demonstrating initiative
  • Impeccable verbal and written communication skills
  • Ability to remain calm under pressure and speak to customers in the appropriate manner
  • Ability to professionally build rapport
  • Excellent negotiation skills

Salary & benefits


  • Starting salary £18,000
  • Salary rising to £ 19,000 with sevice and experience
  • 20 days holiday, rising to 24 with service
  • Childcare vouchers
  • Enhanced maternity & paternity leave
  • Travel perks
  • Unlimited tea & coffee
  • Service recognition rewards

Working hours

9am-5:30pm, Monday to Saturday


Apply for this position

Customer Relations Advisor - Part - Time

The Customer Services Team at Blue Bay Travel helps holidaymakers discover sunnier skies in the smoothest way possible. Reporting to the Customer Services Manager, you’ll ensure that all issues are resolved efficiently, and all queries answered with encyclopaedic know-how.


Responsibilities
  • Responding, via email and telephone, to post travel customer complaints, whilst adhering to internal and external guidelines
  • Providing assistance in emergency situations, such as natural disasters and flight cancellations, pulling the data of affected clients, and working to re-protect their holiday, with support from the Customer Service Manager
  • Monitoring feedback from Social Media including Feefo and ensuring that follow up contact with customers is made in a timely manner
  • Constructively handling all customer changes/queries and complaints within the business
  • Liaising with managers, team leaders, team members and third parties to gather information and resolve issues. Daily interaction with all teams on service related issues
  • Collating top line complaint information, including up to date monthly complaint ratios for our product
  • Forward planning and anticipating any issues that may arise in future for the business
  • Providing customer liaison that meets the need of the customer and protects the Blue Bay brand expectations
  • Following ABTA code of conduct in relation to complaint processing and timelines
  • Liaising with ABTA and Mid Counties Consortium to ensure appropriate resolution to complaints are actioned
  • Keeping accurate records of discussions or correspondence with customers
  • Managing errata’s for countries and hotels, ensure all new errata’s are briefed to staff and customers effectively and any amendments are actioned in a timely manner
  • Ensuring knowledge and information is passed to your colleagues where appropriate
  • Notifying and liaising with customers regarding overbookings for Blue Bay hotels
  • Using call listening to investigate any escalated issues
  • Providing cover on the emergency out of hours number on a rota basis
Must haves
  • Previous experience in complaint handling
  • Ability to work as part of a team and alone, demonstrating initiative
  • Impeccable verbal and written communication skills
  • Ability to remain calm under pressure and speak to customers in the appropriate manner
  • Ability to professionally build rapport
  • Excellent negotiation skills

Salary & benefits


  • Starting salary £10,800
  • Salary rising to £ 11,400 with sevice and experience
  • 20 days holiday, rising to 24 with service (pro-rata for part-time employees)
  • Childcare vouchers
  • Enhanced maternity & paternity leave
  • Travel perks
  • Unlimited tea & coffee
  • Service recognition rewards

Working hours

9am-5:30pm, Monday to Saturday


Apply for this position

Customer Services Advisor

Many questions arise during the holidaymaking process, which can leave your average Holidaymaker thoroughly befuddled. Customer Services Advisors guide customers passing through Blue Bay Travel, ensuring that all questions and issues are resolved efficiently.


Responsibilities
  • Confident, knowledgeable, friendly and enthusiastic from the toes upwards
  • Excellent telephone manner
  • Ability to make amendments quickly and accurately
  • Proactive mind for sending reminders to customers
  • Gumption to think on your feet and make informed decisions on your own
  • Ability to digest and efficiently explain complex booking details
  • Excellent eye for facts and figures, ensuring communications are accurate
  • Lightning-fast thinker, responding to queries with superhuman agility
  • A calm mind, even under pressure
  • Willingness to suggest improvements to the Customer Service process
  • Mindful of targets, and thoroughly smashing them
  • Prior Travel experience and/or a Customer Service role with administration elements
Must haves
  • Acting as the first point of contact for all customer queries
  • Constructively handling queries both internally and externally
  • Handling major incidents with complete calmness
  • Liaising with managers, team leaders, team members and third parties to gather useful intel
  • Communicating promptly and courteously with customers via all media
  • Adherence to the ABTA code of conduct, as all gentlefolk should
  • Keeping accurate records of all correspondence with customers
  • Harvesting feedback to help improve all elements of our service
  • Actively selling extras to clients to achieve company targets and maximise holiday fun
  • Accurately booking flights, hotels, transfers, extras (etc.) and making relevant amendments
  • Ensuring client balances are paid punctually
  • Liaising with tour operators to ensure accuracy of bookings and customer requests
  • Liaising with customers regarding changes to bookings and additional requirements

Salary & benefits


  • Starting salary £15,500
  • Rising to £17,000 based on service and personal progression
  • 20 days holiday, rising to 24 with service
  • Childcare vouchers
  • Enhanced maternity & paternity leave
  • Travel perks
  • Unlimited tea & coffee
  • Service recognition rewards

Educational Trips.


Educationals/Familiarisation trips, or loosely called "fam" trips can be a great learning tool for travel professionals. There is no better way of learning about a destination than experiencing it for yourself. We encourage all our colleagues to experience as many different countries as possible to ensure that as a business we are constantly expanding our knowledge base. Educationals do usually involve a lot of hard work, but can be extremely rewarding and worthwhile and an awful lot of fun.

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Service Recognition.


We value the contribution of all of our colleagues and are delighted that we have such a loyal workforce supporting us as we grow from strength to strength. We are pleased that so many have been with us from the very early stages and so we want to reward our colleagues for their contribution, as we recognise the pivotal role they play in making the Company a successful business.

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