Travel Consultant - Glasgow

The Travel Consultant role is a customer-facing position, coordinating quality provision of a fully comprehensive travel service. Using a variety of communication methods and technologies you will provide guidance and support to clients to ensure the smooth running of their day-to-day travel requirements.

The ability to build strong relationships with customers in person, over the phone, and through effective written business communication is vital to develop confidence and trust to maintain a long-term working relationship is essential.

Hybrid office and home working will also be offered to successful candidates.

Closing Date: Friday 12th August

Responsibilities
Candidate Requirements
Focus of Role
About Us

Responsibilities

The post holder will support customers with complex travel arrangements, utilising multiple technological platforms to save customers time and money and ensure travellers are supported throughout their journey.

A person with exceptional customer service skills and attention to detail is required to:

 

  • Coordinate fully comprehensive travel provision from door-to-door including flights, accommodation, car hire, visa and travel restrictions support, and other land arrangements
  • Adapt to a variety of clients and their travel policies, preferences, and expectations
  • Point-of-sale margin decisions on contracted fares, ensuring profitable margins are maintained while recording savings and value for customers
  • Proactively suggest creative options, routes, or other travel solutions to save client’s money or improve the traveller’s experience
  • Daily oversight of client’s travel program through internal messaging centre
  • Manage bookings through the preferred channel as set out in the company’s strategy, including NDC and client requests made through Consort
  • Continuous learning & development to stay ahead of the constantly changing business travel environment
  • Build and maintain relationships with travel bookers through daily interaction by phone and email, as well as attending in-person or virtual client meetings
  • Flexibility to work in all aspects of the role, taking on tasks as dictated by business needs
  • Performance for the job is measured by productivity metrics (income and transactions), customer feedback, overall experience, achieving objectives, and adherence to quality procedures

Candidate Requirements

Candidates will be educated to degree level. In the absence of a degree, they will be educated to HND, A-Level / Highers and a proven track record in business travel operations. 

You will have a proven track record of more than one year in a customer-facing service role. Business-to-business customer service experience is beneficial but not required.

The post holder will be responsible for customer satisfaction by delivering a consistent quality service with the latest technology available in the business to optimise productivity which has a direct impact on profitability.

Experience with GDS, business customer service and business communication is also desirable. 

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.