Transport Executive - Rail

Transport Executive - Rail

Department: Flights & Rail

Date Created: August 2023

Reports To: Flights & Rail Manager

Direct Reports: None

The purpose of your role is to ensure a robust process is in place for all tasks and ensure these are completed within the SLA and KPI, in order to deliver first-rate customer service to all potential and existing customers.

Accountable for:

• Confirming arrangements for all rail journeys in your dedicated areas of responsibility within strict deadlines
• Responding to availability issues with speed and finding suitable alternative arrangements
• Proactively manage travel disruption ensuring all customers reach their intended destination whilst maintaining the customer experience
• Establishing and maintaining a direct relationship with suppliers relating to the brand

Key responsibilities are to:

• Communicate with all suppliers, tour managers and internal departments etc. in an effective and efficient manner to ensure the products and services requested by our customers are delivered at the highest standard.
• Work within the Transport team ensuring a robust process is in place for all tasks and ensure these are completed within the SLA and KPI, in order to deliver first-rate customer service to all potential and existing customers.
• Ensure that all elements of the customer service are delivered to a high quality and on time.
• Work as part of a team to deliver the service and to undertake any task required to fulfil Company, team and individual performance objectives.
• Liaise with other teams in the business to ensure a seamless tour experience for customers and responding to queries about rail products and services relating to these suppliers.
• Respond to customer requests to alter their holiday within strict timescales whilst maintaining a high standard of customer service.
• Any other duties reasonably expected of the role.

Characteristics required to be successful:

We require people who want to be the best. Wanting to be the best is not good enough though - you must also have the skills, attitude and energy to help us achieve our goals. How you contribute to our positive culture and how you feel about your role is hugely important to us.

Qualifications

• Proven experience of working in a high volume and fast paced customer focused environment with a strong emphasis on customer service
• Able to work under pressure to meet strict deadlines whilst exhibiting excellent attention to detail
• Strong interest in travel with good geographical knowledge
• A strong team player
• Capable of following written and verbal instructions and possess a clear and concise approach in verbal and written communication
• Excellent written English and numeracy skills
• Possess a methodical and organised approach to work, both individually and as part of a team