Role Overview
The purpose of your role is to:
Work within the Transport team to ensure a robust process is in place for all tasks, providing strong support to the team in confirming and coordinating all rail arrangements. You will collaborate closely with other departments to ensure that all onward ground arrangements align accurately with rail schedules, delivering a seamless and high‑quality experience for all potential and existing customers. All duties must be completed within SLA and KPI expectations to maintain first‑rate customer service.
Accountability
1. Confirming arrangements for all rail journeys in your dedicated areas of responsibility within strict deadlines, ensuring the team is fully supported throughout the process.
2. Responding swiftly to availability issues and identifying suitable alternative arrangements while keeping all stakeholders informed.
3. Proactively managing travel disruption to ensure customers reach their intended destinations while maintaining a high level of customer experience.
4. Establishing and maintaining direct relationships with suppliers relating to the brand, with full training and ongoing support provided.
5. Working collaboratively with internal teams to ensure all ground arrangements, such as transfers and regional connections, are fully aligned with rail timings.
Key Responsibilities
* Communicate effectively and efficiently with suppliers, tour managers, and internal departments to ensure all rail and ground arrangements deliver the highest standard of service to customers.
* Work within the Transport team to maintain strong processes, supporting colleagues to ensure all rail arrangements are completed accurately, on time, and in line with SLA and KPI expectations.
* Ensure all elements of the customer journey including rail, ground arrangements, and any related services, are delivered to a high standard and in line with scheduled timings.
* Work as part of a wider team to deliver the service and undertake any task required to achieve company, team, and individual performance objectives.
* Liaise closely with other teams across the business to ensure a seamless tour experience, particularly where ground arrangements must be planned in alignment with rail schedules, and respond to queries relating to these services.
* Respond to customer requests to amend their holiday within strict timescales while maintaining excellent customer service standards.
* Carry out any other duties reasonably expected of the role.
Desired Attributes
We require people who want to be the best. Wanting to be the best is not good enough though – you must also have the skills, attitude and energy to help us achieve our goals. How you contribute to our positive culture and how you feel about our role is hugely important to us.
* Proven experience of working in a high volume and fast paced customer focused environment with a strong emphasis on customer service.
* Able to work under pressure to meet strict deadlines whilst exhibiting excellent attention to detail.
* Strong interest in travel with good geographical knowledge.
* A strong team player.
* Capable of following written and verbal instructions and possess a clear and concise approach in verbal and written communication.
* Excellent written English and numeracy skills.
* Possess a methodical and organised approach to work, both individually and as part of a team.
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