Client Experience Specialist


Reports to: Head of Sports

Location: Chester Office

Hours of Work: Monday-Friday 09.00-17.30, plus 1 in 4 Saturday’s 09.00-15.00

The role of Client Experience Specialist is responsible for a range of tasks day to day. You’re going to thrive on high volumes of work, a changing environment and a lot of personal responsibility. Ideally you will have come from a background in Travel Sales Support Administration, but if you can demonstrate that you are an accurate administrator from another field who has picked up new markets and understand a range of systems we would be happy to speak with you.

Responsibilities

Sales Support

  • Manage incoming emails into the generic sports admin inbox including checking any brochure requests are actioned accordingly
  • Manage and monitor inputting of API, DOCA and ETA (Aussie Visa) information on all bookings, arrange seat numbers, meals and any special requests with airlines within the minimum time frames.
  • Answer incoming sales calls dealing with client queries regarding additional requests, luggage allowances, excursions, whereabouts of travel documents etc.
  • Take overflow calls from Sports line.
  • Support Sales with updating CRM where necessary, including relevant information and comprehensive notes in the booking jotter.
  • Action & check cancellations & amendments have been processed correctly by the sales team, ensuring updated invoices are issued.

Administration

  • Support with constructing itineraries and documentation
  • Liaise with all Sports suppliers, reconfirming tickets/ accomm/ transfers/ flights along with any other booking component confirmations. Supplying client contact details to arrange delivery of tickets.
  • Producing and distributing invoices including amendments and cancellations for all ITC Sports bookings in conjunction with the minimum standards checklist.
  • Conducting a final pre-departure check on all client booking files to ensure all elements are firmed, accurate and presented correctly, taking appropriate action to correct or firm if necessary.
  • Producing and despatching all travel documentation for ITC Sports bookings made by the sports team within minimum standards (with the support of other teams within the business at pinch points)

General

  • Maintain all files, storewalls and archiving to agreed department standards.
  • General administration including post, faxing, e-mailing, filing and photocopying.
  • Dealing with DMC queries for the sales team regarding bookings which come through via rep report.
  • Produce Weekly despatch and invoicing reports.
  • Liaise with finance and purchase ledger for payment of invoices and ensuring bookings are invoiced in time to pay out to suppliers (including chasing sales staff).
  • Saturday Cover 1 in 4.
  • Reception Cover on a rota basis

The ideal candidate will:

  • Have a passion for the travel, tours & events industry
  • Have strong communication skills; both verbal and written
  • Have excellent attention to detail with the ability to work well within a fast-paced environment
  • Be self-motivated
  • Be confident, personable and will go out of their ways to help others
  • Be well-spoken, presentable and professional at all times

How to Apply

If you possess the experience, attitude and passion to make a real difference to our business, then please complete and submit the application form, your CV, current remuneration package and a short summary of why you would like to work in the ITC Sports team to: paulahodkinson@itc-uk.com

Download the application form here.