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Jobs At HQ

Please see below for any positions at our Suffolk HQ. If there is nothing open, then please regularly check back, or keep an eye on our social media platforms for vacancy announcements!

Agents Travel Reservation Consultant

Combine the excitement of adventure travel with the calm of the Suffolk countryside. We are looking for a new Travel Reservations to join us at Camp Green – our busy UK head office.

You could be helping our agents to book our Dragoman overland trips

The work is fast paced and exciting and we are a close knit and collaborative team.

Ideally we are looking for someone with travel experience and experience in admin work but we value energy, passion and a high level of customer care above anything else.

There are opportunities for travel through our partners and many other benefits to working in one of the most established companies in the travel business.

Job Type: Full-time

JOB DESCRIPTION

POSITION TITLE: Travel Reservations Consultant (agents) DEPARTMENT: Sales REPORTING TO: Sales Manager LOCATION: Debenham, Suffolk

Hours: 09:00-17:30 and 10:30 – 19:00 on a rotating basis plus one in every 4 Saturdays 10:00 – 16:00

POSITION PURPOSE:

We are looking for enthusiastic individuals with a drive to succeed in sales, passion for and knowledge of the regions we cover and a natural flair for customer service.

The Travel reservations Consultant is responsible for interacting with our agents mostly over the telephone, email and our live chat system.

There will also be a responsibility for servicing and growing sales with affiliates.

Travel Consultants are expected to provide excellent levels of Customer Service at all times and maintain the ethos and values of the company, whilst striving to help our agents hit and exceed their Monthly Sales Targets.

QUALIFICATIONS AND EXPERIENCE:

A strong worldwide geographical awareness is needed as well as extensive. Ideally you will have first hand travel experience to the areas we travel to.

It will mainly be a reservations role so attention to detail and working with systems is key.

OTHER SKILLS AND ATTRIBUTES:

  • Ability to work autonomously and within a team
  • Enthusiastic and motivated, focused on achieving team and personal results.
  • Proactive and positive approach to work, with a ‘can do’ attitude to problem solving.
  • Good communicator, with a friendly, pleasant and confident telephone manner to develop rapport.
  • Quick to establish client needs, recognize sales opportunities and find the right trips for our customers.
  • Passion for travel. Commercially aware of any factors affecting business and openly supportive of change.
  • Ability to build good working relationships with colleagues in all departments.Attention to detail, high levels of accuracy whilst maintaining efficiency are essential.
  • Quick to pick up new systems and processes and share knowledge with other team members.
  • Adaptable and accepting of different cultures and work environments.
  • Excellent computer, internet and keyboard skills.Able to relax and have fun at work and still meet objectives.

Role Expectations and Responsibilities

  • Individual performance against agents hitting targets
  • Conversion of agent options due to expire to bookings
  • Overall team performance
  • Managing and growing sales for specific affiliates/agents as agreed with the Sales Manager.
  • Maximise the sales of add ons to agents
  • Proactively making suggestions on sales process improvements
  • Attending travel shows and industry events as required
  • Working on social media as agreed within the team
  • Providing excellent standards of customer service
  • Servicing all enquiries within 24 hours
  • Providing information in a proactive manner
  • Achieving excellent satisfaction scores
  • Reducing customer sales-related complaints, and associated costs
  • Maintaining a detailed knowledge of the company’s products
  • Being a knowledge ‘champion’ using “on-road” experience, to help resolve specific queries and increase knowledge of the team
  • Demonstrating improved product knowledge and making best use of information facilities available.
  • Demonstrating communication of Dragoman’s and Imaginative Traveller’s core values in all aspects of communication.
  • Building and maintaining a high standard of efficiency and accuracy
  • Any inaccuracies at an acceptably low level
  • Punctuality
  • Being an ambassador to the company
  • Promote Company ethos
  • Customer service
  • Cover colleagues work load when away from the office
  • Assist with product research, development, proof reading etc
  • 24 hour Sales Mobile (Customer Emergency contact) coverage by rotating team

Other relevant information:

The office is open 5 days a week 09:00 am-7 pm Mon-Fri and 10:00 am - 4 pm Saturday although opening times will be flexible and can be subject to change. You will be required to participate in a weekend sales rota. You will also be required to participate in an evening rota which ensures that phone cover is provided up to 7 pm. The travel industry is demand-led and workloads differ throughout the year. You may be asked to or indeed find it is necessary to work longer hours than those detailed to ensure that you achieve success in your principle role. During busy periods (usually Jan – Feb) holidays may not be permitted. You will also be required to provide sales support to cover key trade events and shows. You will also be required to provide coverage for the 24 hour sales emergency mobile on a rota basis with the rest of the team.

Salary: Details available on request.

Please email your CV and cover letter to michael@dragoman.co.uk