Careers at Blue Bay Travel

Customer Support Advisor

We’re looking for a confident and personable Customer Support Advisor to join our Award-Winning Team!

What you'll get up to

• Working within our Customer Service function, who handle all things after-sales, you will be the first point of call for all customer queries both pre-travel, and in-resort.
• You’ll be liaising with customers regarding any changes to their booking and any additional requirements – upselling at each opportunity to company targets by using effective customer service and going the extra mile at all times.
• You will also be liaising with both customers and external tour operators to ensure that all flights, hotels, transfers and extras are booked accurately, and the related documents and correspondence accurately reflect those changes or additional requirements.
• As you will be working directly with customers, you will ensure that all of your communications are Data Protection compliant, and any payments made by the customer are PCI compliant.

What we're looking for

• Our Customer Support Advisors have exceptional communication skills, both verbal and written, and the ability to retain these qualities and remain calm under pressure, whilst building rapport with both customers and tour operators, to ensure an all-round positive experience of Blue Bay.
• Ideally, you’ll have previous Travel Industry experience, and experience with Tarsc and iBoss.
• You will certainly have previous experience in a Customer service environment; and have a friendly, enthusiastic and knowledgeable approach to dealing with queries not only effectively, but in a timely manner too.
• As a Customer Support Advisor, you will also be super-organised, able to multi-task and able to prioritise your workload, whilst remaining flexible and versatile.

Your responsibilities will include

• Providing exceptional Customer Service at all times; Going the extra mile at all times for both internal and external customers.
• Ensuring all systems are updated with amendments in an accurate and timely manner.
• Processing travel documentation & tickets promptly and accurately.
• Pre-empting any administrational problems before they occur and eliminating any customer impact.

Customer Relations Advisor

We’re looking for a confident, customer focused individual to ensure Blue Bay has the best holiday purchasing experience in the UK.

What you'll get up to

• Reporting to our Customer Service Manager and working closely alongside our Customer Support Team, you’ll help to create an exceptional customer journey by driving continuous service improvement.
• You’ll monitor and report on customer feedback, review the customer journey, and work with individuals across all areas and levels of the business to craft the experience which inspires customers to journey with us for life.
• You will address and positively resolve pre- and post-travel complaints, as well as in resort issues, liaising with the customer, suppliers, and hotels to find the best possible solution for the customer and the business.
• You will also be responsible for defending any complaints which are resolved via ABTA arbitration and small claims courts.

What we're looking for

• You will have extensive experience of, and a passion for, customer service techniques and standards, coupled with a strong improvement focus.
• Exceptional telephone, email, letter writing and face to face communication skills are a must, as well as the ability to communicate with a range of audiences and with varying levels of formality.
• You will have the ability to self-manage and maintain accurate and informative records.
• Previous Travel Industry or claims handling, or legal experience is a must.

Your responsabilities will include

• The handling of all formal complaints, pre and post-travel and in resort.
• The preparation of defences for ABTA arbitration and small claims court cases.
• Continual improvement of the customer journey; identifying points of friction, alongside resolutions.
• Reporting on complaint ratios, Customer Service scores, feedback, and complaint trends.