Senior Travel Consultant - Aberdeen

The role of a Senior Travel Consultant represents the epitome of our customer-centric culture by providing the highest level of care and customer service.

 

Building on the foundation of the Travel Consultant position, the Senior Travel Consultant creates the highest level of customer experience. The competent utilisation of communication methods and travel technologies supports clients with complex travel needs, inspiring trust through confident travel support.

 

The expertise of the Senior Travel Consultant extends beyond individual customer enquiries, encompassing the seamless coordination of complex marine and offshore itineraries, resolution of urgent travel challenges, and informed destination advice.

 

The role enhances team performance through mentorship, acting as a role model when adapting to new technologies and mentoring newer members of the team.

 

In essence, the impact of the Senior Travel Consultant shapes exceptional travel experiences that define the company’s value proposition.

 

Make that change today! Nobody moves you like Clyde Travel!

 

Closing Date:  29th February, 2024

Responsibilities
Candidate Requirements
Focus of Role
About Us

Responsibilities

Key Responsibilities

Senior Travel Consultants build on the responsibilities of a Travel Consultant with enhanced experience and expertise which contribute to the overall success of the team. In addition to Travel Consultant responsibilities, Senior Travel Consultant responsibilities will encompass:

  • Marine & Offshore / International Corporate Travel Expertise: Leverage an understanding of marine and offshore crew changes or international corporate travel to provide specialised travel solutions for complex international travel
  • Productivity: Able to handle high volumes of complex transactions efficiently and accurately, adhering to customer SLAs
  • Customer Feedback: Seek and share feedback from customers to continually improve our service offerings
  • Emergency Resolution: Assume a leadership role in addressing emergency situations and disruption, ensuring prompt solutions for travellers and communication with customers
  • Supplier Knowledge: Develop an in-depth understanding of airlines, airfares, routes, and other travel-related suppliers
  • Technology: Demonstrate high level of competency with travel technologies to offer customers a wide range of content and efficient solutions
  • Customer Relationship Management: Nurture long-lasting relationships with customers, demonstrating a thorough understanding of their unique requirements and preferences
  • Customer Meetings and Engagement: Attend customer review meetings and pitches to prospective customers to represent and showcase operational expertise
  • Best Practices: Serve as a role model by consistently following and encouraging best practices as defined by the company to ensure consistent service
  • New Customer Acquisition: Engage with potential new customers during initial contact to provide quotations and supports which instils confidence and trust in our service
  • Adaptability: Embrace new technologies and advocate the adoption of new innovative solutions which enhance our service
  • Mentoring: Actively mentor junior colleagues, sharing your insights and experience to pro-mote their growth and development within the company.

Candidate Requirements

Essential

  • Educated to an HND/HNC level
  • Expertise in handling marine/offshore crew changes or complex international corporate travel
  • In-depth knowledge of travel suppliers
  • Highly proficient utilising the GDS
  • The ability to build and maintain long-lasting customer relationships
  • The capability to handle emergency situations effectively
  • Skills for mentorship within the team

Desirable

  • Proficiency in one or more foreign languages is valuable

Focus of Role

The post holder will draw on experience in business travel management to ensure service is delivered in line with quality procedures and customer agreements.

 

Retaining customers and a strong, capable workforce is often based on personality, trust, and ongoing relationship. There is therefore an unquantifiable component to what the job holder needs to bring to the role in fostering growing confidence among the customer base and travel consultants.

 

You will support customers daily which may include missed flights, missed connections, urgent disruption, cancellations, hotel issues, or critical events that impact the traveller’s trip or safety.  The post holder will be required to use judgement and customers with problems from daily service provisions.

 

The role requires daily written and phone interaction with customers to proactively manage their travel, ensure travellers are supported throughout their experience, and efficiently deliver solutions to client travel problems.

 

Daily interactions will be required with Team Leaders, the internal customer for whom a consultant will be deployed by an Operations Manager to support with a portfolio of customers.

 

Travel Consultants will interact face-to-face or on virtual conference calls in client review meetings and new client onboarding meetings.

 

The role has a direct impact on customer satisfaction and margin, driving brand reputation for service excellence and profitability.

 

The role indirectly impacts customer acquisition and retention. 

About Us

For over 30 years Clyde has been trusted partners to Marine, Energy and Corporate customers, both internal and external. We understand the travel DNA of these sectors and have wholly owned operations across the globe, in key locations. Clyde Travel Management is part of the Northern Marine Group and Stena. Stena thrive in a wide array of business, both onshore and offshore, and are Clyde’s internal customers.