get so much more

We're here to help. Call us on 01273 429000

Opening times

08:30 - 18:30
09:00 - 17:30
Closed
10:00 - 16:00

Want a job?

Back

getabed is an innovative and rapidly expanding company, supplying travel agents and tour operators in many source markets worldwide with all land arrangements.

We truly believe our staff are our biggest asset and are vital to the continued future success of the company. Our staff benefit from a range of competitive employment benefits as well as being part of a young, vibrant company that works hard, but likes to do this within a fun and enjoyable team environment. We have a number of live vacancies at the moment.

Current Vacancies

Customer Support Team Leader

This is an exciting leadership role within a rapidly growing, award winning travel organisation sourcing worldwide hotels and transfers, both directly and from third party suppliers with a need to ensure that each product meets our strict criteria.

The Team Leader is responsible for the smooth running of the Customer Support and Customer Care team of 7 agents across 4 sites. This will include scheduling of staff working hours, training and assessing the team’s performance and ensuring that any complaints or issues are resolved in a positive and timely manner.

Customer Support agents are the front-line of our business. Having been recognised for offering the very best in customer service, the main purpose of the role is to provide an effective resolution to our customer queries and communicating with our clients and suppliers on a daily basis over the telephone and via email, to assist them in a variety of ways with the booking and amending process, ensuring that our email inboxes are kept up-to-date as well as telphone calls answered in line with the department objectives.

Candidates will need to be able to lead and work as a team, as well as being comfortable using their own initiative. The ability to multi-task and prioritise under pressure in order to meet tight deadlines and commicate effectively with colleagues at all levels is essential.

Key Requirements:

• Proven team leader experience.

• Ability to motivate self and others, with strong performance and people management skills.

• Operations, call centre, Customer Service, or relevant experience within a process driven environment and the responsibility of multi-sites is desired.

• Ability to deliver, monitor and report on individual and team sales and service KPI’s regularly and upon request.

• Excellent phone manner and written communication with experience in Customer Care desired.

• Confident and professional manner with the ability to manage conflict, negotiate and influence at all levels.

• Excellent investigative and analytical skills with ability to find repeat patterns and reoccurring issues from data collected to drive Customer Support efficiencies.

• Proficient in MS Word and Excel with working knowledge of MS Outlook desired.

• Strong numerical and accuracy skills.

• Flexibility, problem solver and ability to think on your feet.

• Ability to work well in a busy pressurised environment.

• Passion for providing excellent customer service and working within the travel industry.

• Telecoms and email management experience advantageous.

The key duties of the post are as follows :-

• Lead, motivate and develop the Customer Support and Customer Care team ensuring excellent levels of customer service by;

o Supporting both teams to exceed individual and team targets and KPI’s.

o Hands on support during busy times and providing holiday and sickness cover across both teams.

o Energising your team to achieve high levels of motivation on a daily basis.

o Perform individual 1 to 1’s, reviews, probation periods, appraisals, absence, holiday, performance and all other day to day general staff management.

o Providing and monitoring new starter training, on-going training and coaching for the team.

o Ensuring team members are confident in selling and upselling products to our customers.

o Implementing and updating procedures and policies.

o Call monitoring and quality control (emails, tasks and calls) to make sure adherence with all regulations and expected standards of service.

o Act as the point of contact for team members for various queries.

o Responsibility for escalated product, system or service problems from the team.

• Build strong relationships with trade partners and 3rd party suppliers

• Driving team efficiency improvements in all aspects of customer delivery through communications and support activity

• Pro- active planning and management of resources to meet demand cycles globally

• Ensure deadlines are met and standard of work is consistently high

• To be able to deal with difficult situations in a professional manner

• Recommend potential products or services that best suit the customer’s needs

• General office administration duties as per the needs and changes of the business

• Meet the objectives and performance measures within the company guidelines

• Provide Out of Hours, Weekend and Bank Holiday cover on a rotation basis if necessary

• Represent the company internally and externally in a positive and ‘lead by example’ way

If you think you have the skills for the job and would fit in to our fabulously friendly team, please apply in writing to recruitment@getabed.co.uk by Friday 1st September.

Customer Support Agents

We are recruiting for an exciting and challenging role within our Customer Support team based in Hove. Customer Support agents are the front-line of our business. Having been recognised for offering the very best in customer service, the main purpose of the role is to provide an effective resolution to our customer queries. This involves communicating with our clients and suppliers on a daily basis over the telephone and via email, to assist them in a variety of ways with the booking and amending process.

Agents will need to be able to work as a team as well as being comfortable using their own initatives. The ability to mulit-task and prioritise under pressure in order to meet tight deadlines is essential. Agents could be on the telephones for in excess of 7 hours a day so an excellent telephone manner is required. A basic knowledge of Microsoft Office Outlook and Excel along with a background in the Travel Industry / Customer Service call centre is preferred.

If you are interested in enquiring about vacancies at getabed, please email your CV to recruitment@getabed.ae

No agencies please

getabed is an operating name of Key Resorts International DMCC (KRI) which is a UAE registered company. Registration no. JLT 4694. Trade license : JLT – 68136. For UK/Ireland market KRI has contracted with GAB Outsourcing, a UK registered company (reg. 8319626), to provide operational and administrative support services. KRI is licensed to conduct trade under the ‘getabed’ by ‘Getabed Cyprus Ltd’ which is a Cyprus registered company (reg: HE314933)