Customer Service Apprentice (Travel & Tourism)

Job Description

CUSTOMER SERVICE APPRENTICEOffice based or Hybrid Opportunity (min 3 days per week in the office) based in Wallington, SurreyNewmarket Holidays at a glanceOur aim is to enrich lives and well-being through travel. That is our purpose. Our why. It is ambitious and bold, but through the commitment of our brilliant people, were doing more and more each day to create and deliver incredible wish-list holidays.The types of holidays that people have always dreamt of experiencing. We bring those dreams to life and are the trusted friends of our loyal customers.The Newmarket Spirit is what binds us together. Throughout this, our 40th year, and all other years, we strive to grow. To challenge ourselves in new ways. Embracing different points of view and realising our potential. For the right person, their storycan begin right here.The opportunityAs Customer Service Apprentice within our Customer division, you will have an incredible opportunity to learn about the travel industry and delivering exceptional customer experiences from the leading independent tour operator in the UK. You will have learningmodules as part of your studies, which will lead to a qualification, but also on the job training where you will roll your sleeves up and get stuck into a busy sales and service operation within the most exciting industry in the world.You will rotate around the Customer division, learning about everything from selling wish-list holidays, servicing them after their booking is made, pro-actively providing pre-departure support, programme change and post-holiday customer relations. Thisis an all-encompassing role, which will set you up for a wonderful career with Newmarket Holidays and the wider travel industry.Key Responsibilities

• Supporting customers and travel agent partners, at whatever stage of their journey they are with us.
• Carefully listen to customers and really get to know them, to make recommendations for their perfect holiday with us.
• Maximise your sales through a service lead approach. This includes the opportunity to drive incremental up sell products such as higher room categories, pre-booked excursions, or airport car parking.
• Pro-actively supporting customers with their online check-in procedures.
• Supporting both sales & after sales customer service enquiries via digital channels.
• Support our busy programme change team with involuntary customer changes, always striving to retain customers.
• Support with the logging of post-holiday customer feedback, and triaging those complaints to a speedy resolution.
• Be aware always of how you are performing and strive to always do better.
• Take responsibility for your own learning, always seeking out new ways to learn and grow, for your own and the companies benefit.
• Be open to giving and receiving great feedback from your managers and peers with a view to improving your performance.
• Achieve pre-set KPIs including, but not limited to, handling time, conversion, revenue, and service.
• Be solutions focussed, always finding ways to do things better for our customers, our business, and our colleagues.

Who we are looking for

• Someone with a huge passion for people; both colleagues and customers, and who wants to deliver amazing service.
• Someone eager to learn about working in the travel industry.
• Ideally Level 1 GCSE Maths & English
• Flexible to work over a seven-day period, including (early) evenings and weekends.

What we can offer you

• A changing and multi-cultural team-spirited environment with opportunities to learn from new experiences and challenges
• Leaders who are interested in your development and committed to helping you to be the best version of yourself
• A responsible organisation that cares about its people, the environment, and the communities we visit
• Encouragement to take initiative and try something new and different
• A flexible and hybrid-working arrangement
• An exciting set of benefits
• The opportunity to visit our destinations and experience our holidays
• A Level 2 Customer Service Practitioner Apprenticeship: This encourages the apprentice to immerse themself in the core of customer service skills and principles. Whilst studying policies and legislation you will deliver high quality customer service, practiceusing customer service tools, building rapport with peers and customers, conflict management and presentation skills. Through this Customer Service Practitioner Level 2 Apprenticeship, the apprentice will display increased confidence, adaptability and professionalism.

The Newmarket SpiritThe Newmarket Spirit is what binds us together. It is our who. The Newmarket Spirit bridges the external view of our brand and the internal reality. It seeks to enrich the lives and well-being of our people through travel.The Newmarket Spirit encompasses five distinct pillars, which have been inspired by people across our organisation.BE RESPONSIBLE | BE TOGETHER | BE COMMERCIAL | BE DETERMINED | BE A LEADERJoin UsSound like the kind of opportunity and place to work that youre looking for Please send your CV with a brief covering note about your salary expectations and any notice period to our apprenticeship training partner.No agencies, pleaseAs an equal opportunities employer, Newmarket Holidays is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity,race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join NewmarketHolidays.