Retentions and Group Sales Advisor

We have a fantastic opportunity for Travel Advisors to join our Retention & Group Sales team in our digital contact centre at On the Beach! This is a customer-centric role focused on providing exceptional travel planning, support services and customer satisfaction through digital channels. The starting salary for this position is £23,400 FTE plus truly uncapped commission with average earnings 1k p/m. As a Retention & Group Sales Travel Advisor in our digital Contact Centre team, your responsibilities will include:

• Customer Interaction: Engage with customers through digital platforms (live chat, email, telephone) to address inquiries, such as: resolve queries on flight/hotel changes, availability or payment issues. Identifying the customers' needs through effective questioning and selecting appropriate products/services to match the customer requirements or resolve their queries
• Travel Planning: Working with our customers to quote and successfully book their group (9+ people) holidays for them, through discovering their needs, effective questioning, presenting holiday choice and solution selling
• Product/System Knowledge: Maintain up-to-date knowledge of travel destinations, products, services, and industry trends to offer informed guidance and be a true Beach Expert.
• Performance: Consistently demonstrating a strong focus and drive to achieve targets within agreed deadlines
• Booking Management: Facilitate the booking of flights, hotels, transfers, insurance, and car parking, ensuring accuracy and attention to detail.
• Customer Focus: Collect customer feedback and contribute to continuous improvement of digital customer service processes. Achieve high customer satisfaction scores through effective communication and resolution of issues.
• Compliance: Ensure compliance with company policies, travel regulations, and data protection standards under GDPR., After an initial screening and selection process, if successful, you will be invited to a one to one interview at awesome Aeroworks office in Manchester! The interview will involve some competency-based questions and your performance and timekeeping levels will also be reviewed as part of the process.
We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process, please let the People team know and they will be happy to assist. Ways of working This is a full-time role working 37.5 hours per week. The shift pattern will be working 5 days over a 7-day week, with shift patterns that cover 08:00 - 22:00 Monday - Friday and 09:00 - 21:00 Saturday - Sunday. Initially there is a requirement to work exclusively in our contact centre Mon-Fri, as we want to make sure you have all the support you need during the start of your journey with us. Upon successful completion of this a probationary period, you will then enter our hybrid working as we're very flexible like a pair of flip flops! Where you will work a mixture of home and 2 office days per week, across the departmental opening hours from our Aeroworks office in Manchester city centre. Please note, that the shift pattern above is seasonal and during certain parts of the year we may have to ask you to work shifts that meet to our customer demand.


• We are one: Working as part of a team alongside the wider contact centre, as well as working independently to handle and manage workloads making our customers jolliday experience one to remember.
You'll be a great addition to our team if you have the following skills, knowledge and experience
• You are passionate about helping customers and problem solving
• Experience of working in a Contact Centre, in a high activity inbound or outbound sales/retentions based customer facing role
• Experience of working in the travel industry is desirable
• Ability to resolve customer issues in a professional and empathetic manner
• Sound interpersonal and rapport building skills and outstanding communicator
• Ability to demonstrate strong resilience and adaptable to change
• Experience working in a target driven environment, focused on achieving and exceeding KPI's
• Ability to work well under pressure and effectively prioritise, plan and organise workload
• Strong attention to detail
• Good grammar and punctuation skills
  
  We're On the Beach. There's over 500 of us; our mission is to help people holiday better and more often!!
We send nearly two million people on holiday every year (not together) and we're expecting to get to three million pretty sharpish. Why? Because we're the only holiday company who truly gets why going on your holidays is the best week or two of the year. With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low-cost base, we're challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn't stop there. With huge opportunities for growth, we're on a long-term mission to become Europe's biggest and most loved online retailer of beach holidays, so our story's only really just begun… We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:
• 25 days holiday plus your birthday off
• Flexible holidays - you can buy up to 5 days extra leave every year
• Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday
• Flexible working hours and hybrid working
• Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
• Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
• Employee Assistance Programme and free access to counselling
• Simplyhealth Optimise Health Plan
• Company Pension - 5% employer contribution
• Company Sick Pay scheme
• Regular wellbeing events
• Gym discount
• Death in Service cover
• On site subsidised coffee shop
• The Sandbox (our very own on-site bar)
• Food and drink discounts across a number of venues in Manchester City Centre
• Cycle to Work scheme