Are you skilled in the Amadeus GDS system, with in-depth knowledge of airline ticketing? Join our Tailormade team as an Aviation Specialist and put your expertise to work in creating memorable journeys for our customers!
American Holidays, Citalia, and Sovereign are award-winning tailor-made Tour Operators who have been creating custom journeys for up to 130 years. With destinations to choose from around the world, we transform travel ideas into unforgettable holiday experiences!
Working With Us
* Competitive basic salary and benefits
* Contributory Pension scheme
* Career progression opportunities
* Flexible hybrid and remote working patterns
* Various employee discounts and travel opportunities
The Role
As our Aviation Specialist, you'll play a vital role in delivering fast, accurate ticketing services to our Tailormade travellers, ensuring every journey starts smoothly. Your background in ticketing—ideally with Amadeus expertise—will help you manage all aspects of ticketing. You will also work flexibly across the customer operations team, supporting Operations, Overseas, Despatch, H&S and Customer Relations queries to ensure that our customers receive exceptional service.
This is a flexible working opportunity. You can choose to work remotely, or, if you live within commuting distance of our Crawley, West Sussex office, opt for a hybrid arrangement. This is a full-time role, 37.5 hours per week. To ensure excellent coverage for our customers, you'll work one Saturday every three weeks, with a weekday off in return. Additionally, we operate an Out-of-Hours on-call roster, and we'd be happy to share more details about this as part of the recruitment process.
What you will be doing
Fares & Refunds:
* Check that the fare (TST) is accurate and ensure the last date to issue is not passed.
* Taxes should be updated and backdated where necessary and permitted.
* Liaise with internal departments if any fare discrepancies arise before ticketing.
* Daily checking of BSP to check any ADM’s and ACM’s and investigate and allocate as required.
* Effectively manage the reclaiming of refunds due from airlines.
Ticketing:
* Daily ticketing on Amadeus.
* Issue Automated EMD’s for services.
* Re-issue tickets both manually and using Ticket changer.
* Manual Fare building.
Admin tasks:
* Keep up to date with all work-related product and service updates, attending webinars and training sessions run by airlines, Amadeus and IATA.
* Dealing with the administration of bookings, including collaborating closely with airlines for support.
* Name corrections.
* Schedule changes (involuntary).
* Updating flight routes and actual costs within Travelink (in-house reservation system).
* Continue assessing and challenging processes within the team to ensure department is working to the best of their capacity.
Operations and Health & Safety:
* Ensuring resort issues that impact a customer’s holiday areas are dealt with in a manner.
* Liaise with internal departments and external suppliers to resolve any issues and provide feedback regarding trends, quality issues or areas of concern to ensure these are acted upon.
* Explore ways of improving processes to benefit the customer and business.
* Maintain a robust process for monitoring customer H&S complaints through in-resort, post-holiday and customer feedback comments and ensure appropriate action is taken to follow up on the issues.
* Assist with the investigation of reported customer incidents ensuring where applicable, lessons learned are communicated to and embedded within the business.
* Play an active role in the Incident Management Team: Out-of-hours service coverage every 4-5 weeks, with extra salary, and bonus payments for a commitment of 12 months: 112.5 hours per week on call, 1 week per month as a maximum, still working normal hours.
What we are looking for
* Proven experience in a customer-focused service environment.
* Proficiency in GDS systems, preferably Amadeus.
* Skilled at handling pressure and adept at prioritizing tasks effectively.
* Strong attention to detail with a solid administrative background.
* Exceptional interpersonal skills, with the ability to communicate effectively across all levels.
* Highly organized, with a logical approach to managing and prioritizing a full workload.
* Passionate about customer satisfaction, consistently striving to go above and beyond.
* Self-motivated and determined, with a dedication to achieving performance targets.
* Collaborative team player with a flexible, adaptable approach.
* Ability to share knowledge and skills of GDS systems and airlines with team and conduct coaching and training sessions on a 121 and group basis.
Our dedication to equity, diversity & inclusion
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 Talent@Travelopia.com
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