The Customer Service/Operations Executive plays a crucial role in ensuring exceptional service delivery to our clients, both before their departure and throughout their journey. This position is responsible for managing customer inquiries, handling operational tasks with precision, and ensuring smooth coordination between internal departments, suppliers, and partners. The role requires a proactive approach to problem-solving, a allegiance to maintaining high standards, and a focus on maximizing customer satisfaction and operational efficiency. Customer Service Responsibilities Resolve Customer and Trade Partners Inquiries: Address inquiries, both pre-departure and in-resort, to ensure a seamless and satisfying experience for our clients and partners. Internal Assistance: Handle queries from other internal departments, providing accurate information and support to facilitate smooth operations. Supplier Coordination: Liaise with suppliers regarding reservations, ensuring effective coordination and timely service delivery. Quality Checks: Conduct pre-departure quality checks as required, ensuring all customer experiences meet our high standards of satisfaction and look at upselling opportunities. Booking Amendments: Manage and process all changes to bookings, ensuring customer and trade supplier satisfaction is maintained throughout the process. Booking Completion: Obtain necessary customer information to complete bookings with accuracy and attention to detail. Optimising Bookings: Identify opportunities for upselling and offering add-ons to enhance the customer's overall holiday experience while increasing gross profit. Outbound Customer Calls: Engage with customers and trade suppliers to notify of things like any changes to their bookings. Continuous Learning: Engage in continuous education through industry research and internal/external product knowledge development. Operational Responsibilities Documentation Management: Send customer confirmations and tickets in a timely manner, ensuring all details are correct and communicated effectively. Quality Assurance: Perform tasks with a focus on quality checking, maintaining a high level of accuracy within the team. This includes checking TD Check and booking quality checks. Product Changes: Deliver accommodation changes or product changes to Ocean Holidays and trade partners, adhering to the matrix guidelines. Optimising Bookings: Identify opportunities for upselling and offering add-ons to enhance the customer's overall holiday experience while increasing gross profit. Outbound Customer Calls: Engage with customers and trade suppliers to notify of things like any changes to their bookings. Continuous Learning: Engage in continuous education through industry research and internal/external product knowledge development. Who should apply? The ideal candidate for this role would be someone who has the following skills: Solution-Oriented Mindset: A proactive problem-solver who can quickly find effective solutions to challenges and drive continuous improvement. Adaptability and Flexibility: Ability to thrive in a dynamic and often unpredictable environment, adjusting to changing priorities and situations with ease. Excellent Organizational and Administrative Skills: Strong ability to manage multiple tasks, deadlines, and processes while maintaining a high level of accuracy and attention to detail. Comprehensive Knowledge of GAL and Supplier Systems: Expertise in using GAL and other relevant supplier systems, ensuring smooth coordination and operational efficiency. Telephone Communication Excellence: Maintain a high standard of telephone etiquette and handle outbound calls effectively as required. About You About Us Ocean Holidays was founded in 2004 by two sets of brothers: Daniel and David Ox and George and Harry Hastings, who are still very much active in the business today. They set out selling holidays with no website, just a handful of staff and Teletext as their only form of marketing. From these humble beginnings, Ocean Holidays was created, and the company now consists of three unique and distinct travel brands. Ocean Florida, the largest direct to consumer Florida specialist of its kind in Europe; personalised travel management company, Winged Boots which leads in luxury leisure followed by business travel; and Ocean Beds, the largest worldwide provider of Florida vacation home rentals to the global travel trade. With Headquarters in Romford, and another in Davenport, Florida. Ocean Holidays continues to innovate and evolve within the travel industry. In January 2023 Ocean Holidays were awarded the inaugural Employer of the Year award at the Travel Weekly Globes, followed by the Travel for All Award in January 2024, for its industry-leading accessibility programme. As one of the UK’s fastest-growing travel companies, Ocean Holidays continue to provide an environment where its people can thrive, and where growth and great culture go hand-in-hand. There are many benefits that you can expect in return for your dedication and your commitment to making our customer’s dreams come true: Private Health Care after probation passed Discounted personal travel and a dedicated staff travel agent that will organise your holiday Profit Related Pay Flexible/remote/hybrid working to promote our culture of supporting work/life balance. An Employee Assistance Programme Access to free professional financial advice Enhanced family-friendly policies One Ocean Forum – a group of employees representing the interests of all employees. Long service awards Honest, transparent, and two-way communication via regular newsletters and regular virtual and in-person Town Halls Cost of test and contribution towards glasses Life Insurance Additional holiday days based on length of service Christmas saving scheme. Day off on your birthday 2 x ‘Do the Right Thing’ days (dedicated charity days) Reward Gateway Employee discount platform that gives easy access to savings at hundreds of retailers Cycle to work scheme. Smart Tech after probation