We're looking for a new After Sales Support
Role Overview
The After Sales Support role is a key position within the Aftersales function, responsible for delivering an outstanding post-booking customer experience while ensuring operational accuracy and efficiency.
This role combines high-quality customer interaction with detailed administrative coordination. The successful candidate will manage a variety of post-booking enquiries, amendments and support tasks, ensuring every customer receives a seamless and stress-free journey from confirmation through to embarkation.
Working closely with the Sales Team, Aftersales Administration, suppliers and internal support departments, the role requires strong organisational skills, commercial awareness and a proactive approach to problem-solving. Accuracy, ownership and customer empathy are essential in maintaining Bolsover Cruise Club’s reputation for exceptional service.
Key Responsibilities
Customer Service & Enquiry Management
- Manage inbound telephone calls and emails in a professional, efficient and customer-focused manner.
- Resolve post-booking enquiries including amendments, upgrades, cancellations, special requests and payment queries.
- Provide clear, accurate and timely information relating to bookings, itineraries, travel requirements and documentation.
- Take ownership of customer issues, ensuring they are followed through to resolution within agreed service levels.
Booking Management & Administration
- Process booking amendments accurately, ensuring all changes are reflected correctly in internal systems and with suppliers.
- Manage balance payments.
- Liaise with cruise lines, airlines and third-party suppliers to coordinate booking updates and resolve queries.
- Maintain accurate and comprehensive booking notes to ensure full visibility across departments.
Outbound Support & Proactive Customer Contact
- Proactively contact customers regarding flight queries, schedule changes, documentation requirements and outstanding balances.
- Communicate supplier updates clearly and professionally, ensuring customer understanding and confidence.
- Identify opportunities to enhance the customer experience through proactive engagement and added-value support.
Operational & Team Contribution
- Work collaboratively across departments to ensure continuity of service and operational efficiency.
- Participate in team meetings, training sessions and continuous development programmes.
- Maintain compliance with company policies, procedures and industry regulations.
- Contribute positively to team morale and uphold company values at all times.
Skills & Experience
Essential
- Previous experience in a customer service or call centre environment
- Strong administrative and organisational skills
- Excellent written and verbal communication skills
- High level of attention to detail and accuracy
- Ability to manage multiple tasks in a fast-paced environment
- Confident using booking systems and Microsoft Office applications
- Professional and empathetic telephone manner
Desirable
- Experience within the travel or cruise industry
- Experience liaising with suppliers and managing post-booking processes
Personal Attributes
- Customer-first mindset
- Proactive and solutions-focused
- Resilient and adaptable
- Strong sense of ownership and accountability
- Team-oriented with a collaborative approach
- Calm under pressure
Benefits
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Job Type: Full-time