Are you a problem-solving powerhouse with a passion for delivering exceptional customer service? We are looking for a dedicated Operations Administrator to join our dynamic team and help us provide top-notch support to our valued customers. In this role, you will be instrumental in handling Operations activities ensuring seamless and efficient service. About Us American Holidays is a North America specialist travel provider operating for over 40 years in the Northern Irish and UK markets. Our customers are at the heart of what we do, and we are passionate about inspiring their next holiday adventure. With offices in Belfast, Dublin and London we offer a wide range of holiday experiences from beaches, city breaks, fly drives and road trips, escorted tours, and cruises Key Responsibilities After-Sales and Sales Support Manage quoting amendments, cancellations, re-invoicing, and sales leads to ensure accuracy and customer satisfaction. Liaise with suppliers for confirmations, pricing, availability, and special needs, ensuring smooth and tailored customer experiences. Identify and analyse trends in common issues, implementing solutions to enhance guest experiences and streamline operations. Upsell travel extras such as excursions, car hire, and airport lounges to add new value to customer bookings. Use booking systems for all holiday elements and manage multiple email inboxes to maintain seamless communication. Conduct thorough quality checks on bookings within 72 hours and provide feedback on errors to relevant teams. Address and manage pre- and post-departure queries as well as in-resort issues, ensuring a seamless experience for customers. Operations Efficiently address pre-departure and in-resort issues impacting holidays to maintain high levels of customer satisfaction. Manage flight and accommodation changes, schedule queues, and collaborate with internal departments and suppliers to resolve issues. Explore and implement process improvements while actively participating in Incident Management and OOH teams. Overseas Manage and support relationships with DMCs across all Tailormade brands, serving as the primary UK point of contact and driving continuous process improvements. Ensure the timely booking of third-party products and the accurate dispatch of documentation, adhering to set guidelines. Run and action dispatch and administration reports while professionally handling customer and departmental enquiries. Health & Safety Monitor and respond to customer H&S complaints and incidents, assisting with investigations and embedding lessons learned within the business. Customer Relations Investigate and respond to post-holiday complaints, collaborating closely with suppliers for recovery and compensation. Identify and call out legal, H&S, and liability issues, providing comprehensive feedback and action plans to improve service quality. Communicate effectively with customers and suppliers through various channels, maintaining high standards of accuracy and presentation. Who are we looking for? We are seeking a dedicated and adaptable professional who meets the following requirements: Excellent Communication Skills : Ability to interact effectively with customers and suppliers, delivering exceptional service. Problem-Solving Abilities : Skilled at resolving issues efficiently. Travel Industry Experience : Previous experience in a similar role is highly desirable. Attention to Detail : Meticulous in ensuring accuracy and quality, especially when using computer systems. Great Teammate : Works well collaboratively and supports team goals. Tech Savvy: Must have prior experience using a GDS system such as Amadeus Flexibility : Able to work across various functions and adapt to changing needs. Availability : Willingness to work 1 in 3 Saturdays Working With Us Competitive basic salary and benefits Various employee discounts and offers Cycle to work scheme Contributory Pension scheme Career progression opportunities Apply now for immediate consideration, we can't wait for you to join the team We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions. Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion. To request accommodations, please contact our team at TalentTravelopia.com LI-VS1 LI-HYBRID