Seascanner Support Executive

Department: Sales and Operations

Company Overview

Cruise.co.uk is one of the UK’s leading independent cruise online travel agents (OTA) having been in business for 40 years & experienced notable growth over the last 2-3 years. You’ll find a dynamic, collaborative, supportive & flexible culture that prioritises the importance of people’s well-being, happiness & development. The Company has 200 employees with a hybrid model of working from home & in the Redditch (Worcs) head office & looking to strengthen the team in many areas to help support growth plans.

Dept/Role Overview

The position of Seascanner Support Executive combines administration and customer service duties. Your core objective is to provide daily support to our Seascanner customers, assisting them with both pre and post-booking queries,  and completing other administrative tasks related to Seascanner bookings. To help you do this, you will develop an excellent understanding of both internal and external booking systems and processes.

Key Responsibilities

• Answer and process queries from customers for our Seascanner brand, via phone, email, social media, web chat, and any other channel used in the future

• Drive booking conversion through servicing pre-booking queries in a timely manner

• Liaise with customers for post-booking questions, assistance & customer service issues.

• Consistently apply the www.cruise.co.uk tone of voice and Cruise Relation-Ship, to all customer interactions, delivering the highest standards of service every time

• Process and action where relevant, incoming emails from our external suppliers

• Ensure bookings with overdue balances are chased and cancelled before any charges

• Ensure bookings are loaded correctly across our booking systems and the cruise lines

• Meet & surpass objectives set by the Line Manager.

• Other ad hoc tasks as and when required

• Assist other areas of the business, as and when deemed necessary

Qualifications, Experience, Skills & Attributes

• Service-oriented and customer-focused

• Excellent problem-resolution skills

• Positive attitude

• Organised, self-motivated, and proactive

• Excellent Travel and Cruise industry knowledge

• Excellent attention to detail

• Good level of Maths, English, and computer literate

• Confident people person, with excellent communication skills

• Team player and flexible

Extra Details

• Benefits -

  • Uncapped commission structure.

  • 20 days holiday 

  • Retail Discount Platform

  • Salary Sacrifice schemes for Pension, Cycle2 Work, Car Leasing & Holiday Buy Back

  • EAP & well-being platform support

  • Annual 2-night X’mas Conference 

  • Fam Trips and Ship Visits

• Hours – full-time with min 37.5 hours per week - Either flexible rota or a set rota

• Location - Home-based