Overview
Clarity Travel is a global, multi‑award‑winning business travel company and part of The Portman Travel Group. We make business travel straightforward, getting our customers safely, efficiently and cost‑effectively to where they need to be. We operate as a top 10 UK‑based Travel Management Company, delivering a fusion of cutting‑edge technology and exceptional customer service.
Our Culture and Benefits
* Referral Bonus: £1000 per friend (unlimited)
* Generous holiday entitlement
* Day off for birthday
* Staff awards
* Hotel and airline discounts
* Employee Assistance Programme
* Bright, energetic, fast‑paced culture offering opportunities for a brighter future
* Equal Opportunity Employer: we celebrate diversity and are committed to creating an inclusive environment for all employees
* Location: East Kilbride; hours Mon – Friday 37.5 hrs
Operational Support & Customer Service – Responsibilities
* Answer incoming calls, emails and live chat interactions promptly, providing exceptional customer service.
* Use questioning techniques and resources to assist clients in achieving self‑service with Online Booking Tools.
* Manage after‑sales tasks including adding ancillaries, handling changes and cancellations, and ensuring full booking completion.
* Continuously meet service level agreements (SLAs) for query resolution and after‑sales support.
* Collaborate with team members to ensure smooth operation and timely resolution of customer issues.
Key Deliverables
* High customer satisfaction with minimal complaints, measured through satisfaction surveys and client feedback.
* Resolution of queries within agreed SLAs.
* Achieve personal and team targets related to client retention, booking accuracy and after‑sales support.
* Maintain client online retention by offering tailored solutions and excellent service.
* Meet environmental and energy business targets as part of the company’s overall objectives.
Skills & Experience
* Client‑focused with a strong commitment to delivering exceptional customer service.
* Adaptable and flexible, able to adjust to different client needs and changing priorities.
* Resilient under pressure, focused on meeting targets and deadlines without compromising service quality.
* Detail‑oriented, maintaining accuracy when managing complex itineraries and client requests.
* Professional and trustworthy, maintaining confidentiality and adhering to compliance and security protocols, especially in sensitive corporate and government contexts.
* Team player, eager to contribute to team success and share knowledge to improve collective performance.
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