Join Our Team – Create Unforgettable Golf Travel Experiences

Job Title: Reservations And Customer Service Executive

Reports To: Reservations And Customer Service Manager

Salary: £28k – £30k depending on experience

About Glencor Golf Holidays Ltd

Established in 1995, we’re an independent, family-run tour operator specialising in golf breaks in the UK, Europe and beyond. From our newly-refurbished office in York, our friendly team of golf enthusiasts offers a highly-personalised service born of a mutual love for the game and collective years of experience in the golf and travel industries. We stand out from competitors by delivering exceptional customer service, demonstrated by a high percentage of returning clients and our Platinum Trusted Service Award from Feefo.

We’re looking to add a role based at our office in York, supporting our Reservations & Customer Service Manager to maintain a high level of service as booking numbers and customer expectations continue to grow.

You’ll join our small team in-office to achieve monthly targets while contributing to the growth of a well-regarded and highly-ambitious company.

Role Purpose

As the Reservations & Customer Service Executive for Glencor Golf Holidays, you’ll engage with clients by phone and email as their first point of contact before, during and after their golf holiday. Supporting our Reservations & Customer Service Manager and working closely with our Sales Team to ensure a smooth transition from quote to confirmation to travel, you’ll be responsible for processing client bookings with 100% accuracy, communicating with suppliers to manage all aspects of their itinerary. Working in a timely, accurate and positive manner, you’ll pro-actively solve challenges with availability, issue booking confirmations, process amendments, handle client and supplier payments, answer pre-departure questions, issue holiday documents, resolve in-resort issues, and respond to post-holiday feedback.

You’ll be pragmatic in managing client expectations to ensure they know what to expect during the booking process and in the run-up to their holiday, while confidently and professionally handling any operational issues or client complaints that may arise – this will include out-of-hours support on an “on-call” rota on evenings and weekends in the unlikely event a client experiences a problem during their holiday.

Principal Responsibilities

• Accurately process all Glencor Golf holiday bookings, ensuring accommodation, golf tee times, transport and other key components are secured at agreed rates with our supplier network in the UK, Europe and beyond.
• Communicate clearly and confidently with clients by phone and email to answer queries, resolve issues and ensure pertinent information is passed on.
• Produce accurate booking confirmations and reconcile client payments received from multiple sources.
• Handle sensitive client data in line with GDPR, and gather essential travel information, guest details and special requirements, often for large groups.
• Issue accurate, detailed holiday documents pre-departure – administrative volumes can be high at peak travel times.
• Process booking amendments and pro-actively solve challenges with availability and other ad-hoc operational issues that may arise before or during the client’s holiday.
• Handle client complaints in an empathetic but confident and professional manner, liaising with suppliers where necessary to maintain supplier and client relationships and encourage repeat bookings.
• Provide out-of-hours support on an “on-call” rota on evenings and weekends in the unlikely event a client experiences a problem during their holiday.
• Harness post-holiday feedback to monitor destination experience, build product knowledge and recognise opportunities to improve our procedures and operations.
• Issue supplier payments ahead of client travel to agreed deadlines.
• Process supplier contracts and ensure our system is up to date with the correct rates.
• Assist the wider team in any additional ad-hoc tasks to maintain service levels and help the growth of the company.

Knowledge, Experience, Skills, and Attributes

a) Knowledge & Experience

• Educated to A-Level or equivalent is essential.
• Customer-facing experience is essential.
• Experience in the travel industry is desirable.
• Interest in travel is desirable.
• Interest in golf is desirable.

b) Skills & Attributes

• Competent IT skills and proficiency in mathematics is essential.
• Excellent written and verbal communication skills are essential.
• A keen eye for detail and accuracy is essential.
• You should be self-motivated and organised with an ability to prioritise workloads under pressure within a team environment.
• You should demonstrate a high customer service ethic – naturally empathetic and passionate about meeting customer expectations and improving service levels.
• You should have the desire to keep pace with change, pro-actively acquiring knowledge and skills to improve service and processes as the business grows.

Benefits of working at Glencor Golf Holidays Ltd

• Newly-refurbished office with sociable working hours, Monday-Friday 09:00-17:30.
• Be an integral part of a small, dedicated team working in an informal environment with relaxed dress-code.
• 25 days’ holiday a year plus bank holidays (pro-rata).
• Possibility of familiarisation trips to golf destinations around Europe.
• Opportunity to book your own trips at reduced rate.
• Enrolment into the company pension scheme.

Application

Please send your CV with a covering letter to robert.lockwood@glencorgolf.com.