Job description


Customer Support Advisor (0138)

  • Location:
  • Closing Date:
    28 February 2020

dnata Travel, part of the Emirates Group, includes the brands of Gold Medal, Travel 2, Netflights, Travelbag, Travel Republic, Global Travel Group and Sunmaster. These brands are based at offices across the UK including London.

We are now recruiting for Customer Support Advisors, you will be responsible for advising customers of enforced schedule changes, fuel surcharges, ticket deadlines and actioning Galileo queues. You will also action all aspects of an amendment to flight / ground product arrangements following an enforced change. 

Hours: 40 hours per week, 5 days over 7

Job Accountabilities

  • Manage queues through all GDS systems and ensures they are actioned and cleared down according to KPI’S
  • Re-invoice all amendments and bookings affected by fuel increase
  • Action Fuel Surcharge & Ticket Deadlines
  • Actions all aspects of amendments to confirmed reservations where flight elements are affected 
  • Actions customer requests to amend confirmed ground / flight arrangements in agreed time scales, completing all aspects of the change in accordance to the enforced supplier change.
  • Ensure all aspects of passengers booking is changed in accordance with the supplier change and all transfer/ground suppliers are notified of the changes.
  • Assist all customers to amend travel plans affected by supplier amendment     
  • Ensure all bookings are re-issued, following a supplier amendment.
  • Action Airline Policy Changes – Baggage allowance, meals etc

Qualifications, Skills & Experience

  • GCSE/educated – Maths & English language grade 9-4/’C’ or above – or equivalent
  • Excellent communication and negotiation skills
  • Customer Service and administration experience
  • Problem solving skills – the ability to investigate and find the root cause of an issue
  • Attention to detail
  • IT literate
  • Travel industry experience is desirable

For more information, please click on the attached job description.

This role is based at our fantastic new state-of-the art office in Leyland, just 10 minutes from junction 29 of the M6. Our on-site facilities include free car parking, on-site restaurant and break out area with a pool table and free wifi, shopping & social events.

Our people also enjoy benefits including life assurance, pension scheme and travel discounts.

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Lancaster House, Centurion Way, Leyland, Lancashire, UK, PR26 6TX
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