Job Title: After Sales / Customer Service Executive
Department: Retail
Location: Remote/ Hybrid working
Hours: Full time Monday – Friday 9.00am – 5.00pm
Reports To: Customer Services manager
Department Information
Stewart Travel, the retail arm of Brooklyn Travel Group is one of our most varied departments encompassing Travel Sales, Admin Support, Product and Customer Service functions. As an independent Travel Agent, we have the ability to sell all types of holidays, to any destination from our 11 stores across Scotland and Northern Ireland. We also offer a multi-channel approach for ease and flexibility of booking. Our aim is to provide our customers with a seamless journey from initial enquiry to their ‘Welcome Home’ call, as exceptional customer service is at the heart of what we do.
Role Information
This is a central after sales and customer service role supporting all of our retail stores across the network. Rather than being based in a single store, you’ll work as part of a team that picks up the post-sales work that keeps bookings on track and customers looked after, from chasing missing passenger information to handling flight changes and arranging special assistance.
The role is well suited to someone with a good eye for detail, a clear telephone manner, and the ability to stay on top of multiple tasks at once. You’ll be dealing with customers, stores and suppliers on a daily basis, so being comfortable with all three is important. With experience, the role develops into a broader customer service position that includes handling complaints and pre- and post-travel issues.
Duties and Responsibilities
The following gives an overview of the main areas of responsibility, though this list is not exhaustive.
API Queries and Passenger Information
- Contacting customers to gather passport details and next of kin information, enabling our ticketing team to complete online check-in and release tickets.
- Following up on incorrect or missing email addresses captured at point of sale, to ensure customers receive confirmations and updates.
Amendments and Corrections
- Identifying and correcting booking errors such as incorrect dates of birth or spelling mistakes on passenger details.
- Pricing up amendments to customer bookings — including changes to duration or destination — and passing these back to the relevant store to present to the customer.
Notifications and Errata
- Managing flight time changes by liaising with stores and suppliers to identify suitable alternatives, and working with customers who are not happy with the options available.
- Handling hotel changes or loss of services, contacting the relevant supplier and working with the customer to find a workable solution.
Intercruise Park and Coach Bookings
- Arranging parking and coach transfers in connection with cruise departures, working with our cruise partners to confirm the relevant details.
Special Assistance and Medical Needs
- Reaching out to suppliers across the board to arrange any medical or special assistance a customer requires prior to travel.
- Ensuring all relevant paperwork is completed accurately and in good time before departure.
Customer Call-outs
- Making courtesy calls to cruise customers one week before boarding to confirm passenger information has been submitted and to avoid any port-side admin charges being applied.
- Supporting the ticketing team with outbound calls where online check-in has not been completed with TUI.
- Contacting customers on behalf of trade partners where further information or action is required before tickets can be released.
Customer Service (Progression)
As the role develops, the following responsibilities will be introduced:
- Investigating customer complaints with impartiality, covering pre-travel issues, in-resort problems and post-travel complaints.
- Liaising with suppliers and stores to gather information and work towards a fair resolution for the customer.
- Keeping clear records of all complaints and outcomes in line with company procedures.
Knowledge, Skills and Experience
Essential
- Previous experience in a customer service or administration role, ideally within a travel agent or similar environment.
- A good understanding of travel products, including package holidays and cruise.
- Strong verbal and written communication skills; clear, professional and confident.
- A natural telephone manner and the ability to handle difficult or sensitive conversations calmly.
- Good attention to detail, particularly when working with passenger information, booking data and supplier communications.
- Able to manage a varied workload and prioritise effectively in a busy environment.
- Comfortable working both independently and as part of a small team.
- Willing to be flexible and support across the wider business when needed.
Desirable
- Experience working in a travel after sales or operations environment.
- Familiarity with tour operator systems and booking platforms.
- Personal travel experience, including cruise.
- Experience handling customer complaints or escalations.
