JOB DESCRIPTION. Personal Cruise Expert (Flights) Customer Contact Centre

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1 JOB DESCRIPTION JOB TITLE DEPARTMENT REPORTING TO NO OF DIRECT REPORTS TITLES OF DIRECT REPORTS SIZE OF DEPARTMENT BUDGET RESPONSIBILITY (DIRECT) REVENUE RESPONSIBILITY (DIRECT) Personal Cruise Expert (Flights) Customer Contact Centre Flights Team Leader DATE OF ISSUE 17 May 16 ISSUED BY Rachel Wartnaby OVERALL PURPOSE OF THE ROLE The Flights team are responsible for delivering our extensive air and land programme by providing expert advice and support, maximising sales opportunities and promoting flight upgrades, land packages and ancillary services. The Personal Cruise Expert (Flights) will be part of an expert telephone team, enabling our Customer Contact Centre, Travel Agents and Direct passengers to secure bookings by taking ownership for all flight and land related calls and consistently exceeding revenue targets MAIN ACTIVITIES AND RESPONSIBILITIES PERSONAL CRUISE EXPERT (FLIGHTS) RESPONSIBILITIES INTERNAL AND EXTERNAL To apply creative, future focussed thinking to bring about constant service improvements, working collaboratively with peers across the business to ensure a consistent approach and to be recognised as an expert in flight bookings To maintain a strong, consistent, phone service delivery to ensure we provide a positive customer experience To use expertise in Amadeus and our in-house systems to enable the booking of cost effective flights that meet passenger expectations To promote and book flight upgrades deviations, hotel/land packages and ancillary services to increase revenue. To ensure that all telephone calls are answered as per agreed service levels and guidelines To adhere to the data protection guidelines when answering calls

2 To check all passenger names are booked as per passport to adhere to IATA ruling. To respond to s from internal and external customers as and when required To keep all procedural manuals and training guides up to date. To work cross-functionally with other areas of the business to resolve customer issues To work closely with the Customer Contact Centre, Air Admin, Operations and Inventory teams to ensure passengers are accommodated on appropriate flights To ensure that all flight booking requirements are correctly loaded in our in-house system and match the GDS booking To process all special requests for dietary and mobility requirements as per IATA guidelines. To manually seat airline charter passengers in our in-house Flight Seat Booker system as requested and in accordance to guidelines To take responsibility for booking airline seating, ancillary requests and the accurate processing of payments to improve the customer experience To communicate to our Air Inventory team on airline inventory restrictions that may prevent sales To respond to any emergency situations as required. DEVELOPMENT & TRAINING Attend training and development programmes as and when required, improving performance and promoting self development. To identify future developments needed for the department and their role. To take responsibility for compiling Individual Development Plans TECHNICAL (INCLUDING SYSTEMS) AND/OR PROFESSIONAL RESPONSIBILITIES To be fully conversant with our in-house systems. To be fully conversant with Amadeus or GDS To work with Air Systems on enhancements needed to our flight pricing database

3 To provide feedback on any changes needed to our processes to seek continuous improvement HESS RESPONSIBILITIES Lead by example by taking care of the health and safety of yourself and others. Report all accidents, near miss incidents and work related ill health conditions to your manager and to the Facilities department. Follow safety rules and procedures. Use work equipment, personal protective equipment, substances, and safety devices correctly. Take part in safety training & risk assessments and suggest ways of reducing risks. Act safely in accordance with our Elev8 safety behaviours. GENERAL Adhere to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee s control (list not exhaustive). Undertake ad hoc duties as required. Work within any area of the department if required. OTHER FEATURES OF THE JOB (travel, hours of work, working conditions etc) To respond to out of hours requirements as and when required hours a week covering Monday to Friday Saturdays Sundays LOCATION Carnival House, Southampton.

4 PERSON SPECIFICATION JOB TITLE DEPARTMENT Personal Cruise Expert (Flights) Customer Contact Centre EDUCATION/QUALIFICATIONS/TRAINING Knowledge of Amadeus / Galileo / Sabre EXPERIENCE Experience of working in telephone based role. Previous experience in an air booking role WORK-BASED COMPETENCIES Excel and Word Good problem-solving ability Excellent organisational ability Calm under pressure Attention to detail Sensitivity to customer needs Results driven with a positive attitude Possess excellent communication skills

5 BEHAVIOURAL COMPETENCIES Resilient to pressure Flexible approach Ability to multitask and manage rapidly changing priorities for self and the team Assertive Strong team player Enthusiastic and self-motivated Polite and courteous Able to proactively suggest improvements to the department Desire to develop and learn Ability to work on own initiative