Customer Services Executive

Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, Australia, Canada, The Netherlands and the United States. Established in 1865, we're constantly growing by using technology and our passion for what we do to keep evolving.

With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we're not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We're there as an extension of our clients' own organisations - their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver... better!

If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you'd expect from a forward-thinking and people-focussed organisation. And we're always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family.

Our people are at the heart of our business and we're recruiting for an experienced Customer Services Executive. This role will be based at our Manchester office with a monthly office visit after an initial training period. This is an exciting time to join us as we're rapidly expanding Customer Services team. You will be a member of a small team who respond both directly to clients, along with assisting internal department with all client customer service issues. The can be pre but mostly post travel, with the aim of providing exceptional service levels to quickly find a resolution and provide a positive outcome for both our clients and the Gray Dawes business.

What You'll Do

• Handle new Customer service tickets assigned from the Halo platform in timely manner
• Respond to and update current open tickets and keep ticket owners or clients updated on the progress
• Reply to queries sent into the shared central email inbox
• Respond to external feedback sent via the "thumbs" platform with a set SLA, and act upon comments if they are negative
• Compile client reports for Account Managers when requested
• Research history of travel bookings to attain a full understanding of the processes used
• Contact external suppliers to assist with queries and complaints
• Liaise with internal departments to assist with positive outcomes for both our clients and Gray Dawe

What we're looking for

• Travel Industry Knowledge would be preferable
• Previous customer service or complaint resolution experience
• Using a ticket and shared inbox system within a team
• Understanding of airfares and ticketing processes
• Ability to build relationships and rapport with both clients and colleagues
• Good written communication skills as job role is predominately email based
• Take ownership of a task through to completion
• Work to strict deadlines within given SLA's
• Effective time management
• Able to attend out of hours events/training/presentations and annual conference.

Key Qualities

• Approachable and adaptable
• Remain calm under pressure
• Ability to act as a Gray Dawes Brand Ambassador
• Work collaboratively as well as autonomously 
• Act with Integrity 
• Excellent communication skills
• Ability to multitask 
• Good business acumen 

What We Can Offer

Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including;

• Cash plan scheme (after probationary period has been completed)
• Group Life Cover (after probationary period has been completed)
• EAP Scheme
• Pension Scheme
• Volunteering days
• Travel Discounts
• Shopping discounts
• Christmas Savings Scheme
• Season Ticket Loans