<p><strong>Job Purpose</strong></p>

<p>To achieve successful and profitable operation of all groups handled<br />
To deliver the ultimate customer experience by putting the client at the heart of the business</p>

<p><strong>Key Responsibilities</strong></p>

<p>Operations</p>

<p>To adhere to all procedures and systems as determined by the Customer Delivery Manager.<br />
To ensure the smooth operations of all groups . booking all services, issuing vouchers, invoicing clients.<br />
To negotiate with suppliers to obtain the best possible rates, liaising with the Product team when necessary<br />
To achieve customer excellence by taking all necessary steps to ensure the success of the tour<br />
To develop good relationships with all clients and suppliers.</p>

<p>Financial</p>

<p>To maximise profit margins on all tours and sell additional services whenever possible<br />
To ensure invoicing is completed at the correct time respecting the payment terms of the client<br />
To resolve supplier invoice queries within the agree time frames<br />
To ensure the financial details of all bookings are accurate and up to date in the system</p>

<p>Product Knowledge</p>

<p>To require an in depth product knowledge by participating in relevant FAM trips and undertaking independent visits as necessary.<br />
To increase knowledge of Europe products including accommodation, visitor attractions and restaurants</p>

<p>Client Knowledge</p>

<p>To understand the needs of the clients and the market in which the department is operating, obtaining this information through in-house sources, senior staff and Sales &amp; Account Development teams<br />
To oversee clients in partnership with the Account Development Executives and feedback on any issues</p>

<p>Other</p>

<p>To provide emergency cover outside office hours as required<br />
To assist the management of the Groups Division as required</p>

<p><strong>Person Specification</strong></p>

<p><strong>ESSENTIAL</strong></p>

<p>Qualifications and Knowledge</p>

<p>Fluency in English and Italian/Norwegian/German/French<br />
Exceptional customer service skills<br />
Results driven with a positive outlook and can-do attitude<br />
Highly accurate , able to demonstrate attention to detail<br />
Well-developed written and verbal communication skills<br />
Excellent organisational skills<br />
Ability to make decisions and to work on own initiative and in a team<br />
Can demonstrate our brand values of Imaginative, Knowledgeable and Responsive<br />
A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet</p>

<p><strong>DESIRABLE</strong></p>

<p>Qualifications and Knowledge</p>

<p>Comprehensive industry knowledge<br />
Experience of the long haul market</p>
