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

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To achieve successful and profitable operation of all groups handled</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To deliver the ultimate customer experience by putting the client at the heart of the business</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Provide front line telephone support for travelling groups across DMC division</p>

<p>&nbsp;</p>

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

<p>Operations</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To adhere to all procedures and systems as determined by the Customer Delivery Manager.</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To ensure the smooth operations of all groups i.e. booking all services, issuing vouchers, invoicing clients.</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To negotiate with suppliers to obtain the best possible rates, liaising with the Product team when necessary</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To achieve customer excellence by taking all necessary steps to ensure the success of the tour</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To develop good relationships with all clients and suppliers.</p>

<p><strong>Financial</strong></p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To maximise profit margins on all tours and sell additional services whenever possible</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To ensure invoicing is completed at the correct time respecting the payment terms of the client</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To resolve supplier invoice queries within the agree time frames</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->To ensure the financial details of all bookings are accurate and up to date in the system</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p><strong>On Call Support</strong></p>

<p>&bull;&nbsp;&nbsp; Provide out of hours telephone support to groups travelling in UK, Ireland and mainland Europe.</p>

<p>&bull;&nbsp;&nbsp; Escalate ( with pre-determined guidelines) issues beyond remit of role</p>

<p>&bull;&nbsp;&nbsp; Keep accurate and complete records of actions taken</p>

<p>&nbsp;</p>

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

<p><strong>Qualifications and Knowledge</strong></p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Fluency in English and French</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Exceptional customer service skills</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Results driven with a positive outlook and can-do attitude</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Highly accurate , able to demonstrate attention to detail</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Well developed written and verbal communication skills</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Excellent organisational skills</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ability to make decisions and to work on own initiative and in a team</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Can demonstrate our brand values of Imaginative, Knowledgeable and Responsive</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet</p>

<p><!--[if !supportLists]-->&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Ability to deal calmly with a variety of scenarios which may arise in ON CALL role</p>

<p>&nbsp;</p>
