Role Purpose
Iglu Ski is the UK’s largest ski travel agency, helping thousands of customers find their perfect ski holiday each season. We’re passionate about skiing, the mountains, and delivering an unbeatable experience for our customers.
We are currently seeking to expand our Ski Customer Service team, as the ski season is fast approaching.
The successful candidate will ensure that our high levels of customer service are maintained. They will manage all aspects of customer bookings and enquiries from post-sale to post-holiday resolution. Experience in a similar customer service role or in the travel industry is preferable.
Key Responsibilities:
● Answering customer queries by phone, email or live chat
● Resolving problems of customers on holiday
● Handling of customer complaints
● Liaising with tour operators
● Booking cancellations and customer amendments
● Ancillary sales and seeking up-selling opportunities
● Amending bookings in line with supplier changes
● Checking and sending tickets to customers
● Take payments from customers where needed
● To undertake any other duties or projects as required by your line manager, appropriate to your role.
● Strong verbal and written communication to ensure clear, professional interactions both internally and externally
● Comfortable using CRM systems, email, Google Docs, and booking platforms (training provided).
● Basic understanding of ABTA/ATOL regulations
● Organised, with the ability to work in a fast-paced environment and prioritise tasks
● A genuine passion for winter sports and travel.
● Good attention to detail.
● Ability to work independently and as part of a collaborative team.
● Fluent in both written and spoken English.
● Knowledge of the ski holidays and resorts we feature.
● A willingness to develop knowledge and skills.
KPI’S:
● Email response time and quality scores
● Customer Feedback scores
● Call answer rate and call quality scores
● Workload per hour
Iglu.com is the UK’s largest specialist ski and cruise travel agency. Established in 1998, we are an online agency trading through Iglucruise.com, Igluski.com and Planetcruise.co.uk.
We pride ourselves on our first-hand knowledge of the unique packages and holiday experiences we offer. Our cruise team have set sail to hundreds of destinations onboard cruise ships great and small, and it’s likely you’ve shared a chairlift, ski slope or an après tipple with one of our ski team.
We are an award winning agency recognised by customers and industry partners alike for continuing to deliver quality services, inspirational itineraries and exceptional holiday experiences.
Working for Iglu.com opens up a world of opportunity, literally! We provide ongoing training and support from our extensive in-house team paired with educational trips away so you can experience the products for yourself. With investment in the latest technology and tools to help you succeed, Iglu.com is committed to nurturing talent and creating opportunities. Independently owned and run, the company is diverse, friendly and fun where travel and community is celebrated and enjoyed.
Iglu.com has recently received renewed investment in the company to support continued growth. We are ABTA and ATOL bonded and belong to the Association of Cruise Experts (ACE).
