After Sales Consultant - London

After Sales Consultant - MW Head Office, London

Department: After Sales

Reporting to: After Sales Manager

About the Role

The After Sales team is the front line of the Mark Warner business and the primary role is to handle calls and emails from customers and travel agents on confirmed bookings and deal with any additions and alterations as requested delivering the highest standards of customer service.

Main Responsibilities

• Assisting guests and agents with after sales queries and amendments
• Updating sales bookings as appropriate and informing all relevant departments of any changes
• Taking payment for any additional amendments to sales bookings
• Producing documentation and ensuring accuracy of details taken from customers to update bookings
• Assisting with on-going projects regarding bookings
• Contacting guests regarding product and booking changes
• Dealing with other correspondence on forthcoming holiday details
• Assisting other members of the After Sales team with routine reporting and other duties
• Liaising with overseas resort managers regarding guest arrival queries and holiday extensions
• Continuously working to enhance your Mark Warner product knowledge
• Providing accurate information to customers 
• Using your excellent communication and interpersonal skills to ensure any holiday related query or problem is answered in a confident and professional manner
• To show support, participation, encouragement and flexibility within the team
• Supporting activities designed to improve the quality of customer service
• Seeking opportunities for ancillary sales and room upgrades
• Working closely and assisting the sales and other departments to meet demand
• Saturday working on a rota basis during the winter ski season and when required on an adhoc basis to meet demand during busy periods
• This job description cannot be exhaustive due to the peculiar nature of the tourism industry; the job holder may be required to carry out tasks as specified by their Manager(s).

Abilities and Skills

• Possess strong verbal and written communication skills
• Customer service focused
• High attention to detail
• Hard working
• Present a ‘can do’ attitude
• Strong team player as well as having the capability to work on your own initiative
• Confident and professional with a calm demeanour
• Organised, self-starter
• To be flexible and to adapt to change positively
• Excellent time management skills

Essential Requirements

• Proof of right to work in the UK
• UK National Insurance Number
• UK Bank account

Benefits

• A competitive salary
• Increased annual leave based on length of service
• Auto enrollment pension scheme
• Holiday concessions for friends and family
• Childcare vouchers
• Eye care vouchers
• Cycle to work scheme
• Internal training
• Discounts on ski equipment
• Social events

About Mark Warner

Mark Warner specialise in superb activity holidays to top ski resorts in Europe and beautiful beach locations in the Mediterranean. Our holidays are perfect for everyone from families, singles or couples to groups of friends.

Who We Are

With over 40 years’ experience we have grown into one of the most highly regarded independent travel companies in the UK. We have received numerous accolades and are very proud to have recently been voted ‘Best Family Tour Operator, Best Activity & Adventure Operator, Best All Inclusive Operator’ and to win silver for ‘Best Ski Operator’.

Our Team

We continue to be market leaders for family holidays and each year employ over 800 staff to work in our overseas resorts and approximately 60 staff within Head Office in the UK. With 50,000 clients travelling with us across our summer and winter programmes we see an incredible 40% rebook future holidays. Much of our success is attributed to the high quality of our staff and their dedication to outstanding customer service.