ࡱ> S 1bjbj n" =3#NU=BvB0Bq=`IB%I8>>I >,##&#####KBKB%###B####I######### X x:  JOB PROFILE Customer Service Administrator DepartmentAdministration / Contact CentreJob title of Line ManagerAdministration Team LeaderResponsible forNo Direct ReportsLocationFred. Olsen House, IpswichHours of Work35Key Contacts Internal: All Contact Centre Teams - Fred.\ Holidays Reservations Team, Administration & Customer Services. Accounts and Franchise Team External: Franchisees, Tour Operators and Travel AgentsPost NumberJob FamilyContact Centre AdminSub Job FamilyCustomer ServiceGrade2 Purpose of Role Responsible for the day-to-day Administration tasks including Customer Service support for our GoCruise & Travel Franchise and our Fred.\ Holidays Tour Operation. Main Tasks & Activities 1.Specific Operational Duties Responsibility for the administrative tasks relating to the effective running of the Administration, specific tasks include but are not limited to: Issuing booking documentation for both trade and customer bookings Invoicing and ticketing Processing customer payments and resolving unpaid balances Dealing and completion of incoming supplier emails and post Providing information and resolving booking queries for both trade and customers Handling and solving complaints Gathering and inputting of customer personal information Handling inbound and outbound phone calls from customers, agents and Franchisees Provide support to sales staff with post sales booking queries Provide support and resolve of financial booking queries. Provide support to the Team Leaders as required. Other ad-hoc duties as requested by the Team Leader. 2.Relationships and Networking Establish good working relationships and communications with Franchisees, staff, clients and other influential individuals to help achieve the goals of the company brands. Work as part of a team on a weekly rotation system. 3.Other duties. The post-holder will be required to undertake such duties as may reasonably be expected. All members of staff are expected to be professional, co-operative and flexible within the needs of the post, the department and the Company. Duties of the post could vary from time to time as a result of new legislation, changes in technology or policy. In this event, appropriate training will be provided. Attend Franchisee networking events when required. Overnight stays and overseas travel may be required for training purposes and the post-holder will be given prior notice of this. Adhere to a positive, healthy, and safe work environment in accordance with all appropriate legislation and regulations. The post-holder will be required to undertake such duties as may reasonably be expected. All members of staff are expected to be professional, co-operative and flexible within the needs of the post, the department and the Company. Duties of the post could vary from time to time as a result of new legislation, changes in technology or policy. In this event, appropriate training will be provided. PERSON PROFILE AreaEssential CriteriaDesirable CriteriaEducation & QualificationsProven general standard of Education including GCSE grade C or higher in Maths and English or equivalent Level 1 and 2 awards in Customer ServiceLevel 3 award in Customer Service or higher. Travel & Tourism or Business Administration NVQ (or Equivalent)Specialist Knowledge and SkillsAbility to use Microsoft Office Products Previous experience of working in an Office/Admin environment.Understanding of the UK Travel IndustryRelevant experienceGenuine interest in helping customersInterpersonal and Communication skillsProven written and verbal communication skills Proven customer care skills including the ability to handle complaints and difficult situations and to work calmly and patiently under pressure. Ability to work as part of a team.Any additional requirementsFlexibility in working hours when required. COMPETENCY BEHAVIOURS FOR GRADES 1 & 2 CategoryClusterBehaviours for GradeCustomer ServiceProfessionalismFollows Company policy and internal procedures Is helpful and responds promptly to both internal and external requests at all times Is punctual, well presented and treats everyone with respectCustomer FocussedDeals with any enquiries courteously and in a timely manner. Evidences the desire to develop and improve customer service skills. Communication style is friendly, helpful, respectful and clear.CollaborationTeamworkActively seeks to learn from others Communicates respectfully to others Accepts both positive and negative feedback as a development tool. Offers support and assistance to others when required.OpennessConfident asking for help when needed.CommercialContinuous ImprovementSupportive and accepting of business change and improvements for the long term success of the business. Is flexible and accommodates changes to work processes Remains positive and focussed during change, always ensuring quality of work remains high and objectives are set Delivers feedback on changes to processes in a professional and objective manner. Is comfortable communicating ideas to Line Manager on potential work process improvements.AmbitionIs ambitious to achieve own set objectives.Commercial AwarenessUnderstands the business objectives Ensures relationships with others add value. Has a professional manner when dealing with individuals Takes an interest in the future direction of the Business.  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