Customer Service Advisor – Travel
Full description
About the Role
At ToursGate Travel UK Ltd, we believe every great journey begins with exceptional customer service. We're looking for a Customer Service Advisor – Travel who enjoys helping people, solving problems, and creating positive travel experiences from the first enquiry through to the customer's return home.
As the first point of contact for our customers, you'll provide expert support with bookings, travel enquiries, itinerary changes, and general assistance. You'll work closely with colleagues and travel partners to deliver outstanding service while ensuring every interaction is handled with professionalism, accuracy, and care. If you're passionate about customer service and enjoy working in a fast-paced travel environment, we'd love to hear from you.
Why Work With Us?
Supportive Team: Join a collaborative workplace where your ideas are valued, your contributions are recognized, and teamwork is at the heart of everything we do.
Career Development: We invest in our people through ongoing training, professional development, and opportunities for career progression within the travel industry.
Dynamic Industry: Every day brings something different. You'll help customers with exciting travel plans while developing valuable skills in customer service, communication, and problem-solving.
Customer-Focused Culture: We believe outstanding customer experiences create lasting relationships. You'll have the opportunity to make a genuine difference for every traveller you assist.
Key Responsibilities
Customer Support: Respond to customer enquiries by phone, email, and online channels, providing friendly, accurate, and professional assistance.
Travel Bookings: Assist customers with reservations, itinerary updates, cancellations, amendments, and travel-related requests.
Problem Resolution: Resolve customer concerns efficiently while maintaining a positive customer experience and identifying appropriate solutions.
Booking Administration: Process bookings accurately, maintain customer records, and ensure all information is updated within internal systems.
Product Knowledge: Provide information about travel products, destinations, booking policies, and available services to help customers make informed decisions.
Team Collaboration: Work closely with colleagues and travel partners to ensure bookings and customer requests are handled efficiently.
Service Excellence: Consistently deliver high-quality customer service while meeting departmental performance and quality standards.
What We're Looking For
Experience: Previous experience in customer service, travel, hospitality, retail, contact centre, or another customer-facing environment is preferred.
Communication Skills: Excellent verbal and written communication skills with the ability to build rapport and provide outstanding customer care.
Problem Solving: A proactive approach to resolving customer issues while remaining calm and professional under pressure.
Organisation: Strong attention to detail with the ability to manage multiple tasks in a fast-paced environment.
Technology Skills: Comfortable using Microsoft Office and learning customer service, CRM, or travel booking systems.
Mindset: Positive, reliable, customer-focused, and motivated to deliver exceptional service while working both independently and as part of a team.
Pay: £25,420.00-£27,000.00 per year
Benefits
Health & wellbeing programme
Work from home
Work Location: Hybrid remote in Birmingham B1 2EP