Role: Villa Specialist
Location: Great Suffolk Street, London, SE1 0BE.
Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week (Monday Friday)
Do you thrive in a sales environment and passionate about villa holidays? If so CV Villas wants you to join our ever-growing, vibrant team!
Role Overview:
Villa Specialists are required to use their industry experience, product knowledge and unparalleled customer service to tailor each villa holiday. In this role you will actively listen to customers needs, wants and requirements and build their perfect holiday package accordingly. Villa Specialists will strive to achieve and exceed agreed sales targets, converting initial telephone, web and telephone enquiries into firm sales - all selling through service.
To apply, please submit your details, including a CV and Covering letter.
If you need extra support with your application,simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact [email protected], and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.
CV Villas
CV Villas is one of the UKs leading Villa specialists, with over 50 years experience, forming part of Der Tour, one of Europes leading travel groups.
Boasting an exceptional selection of over 800 handpicked properties in highly sought-after destinations across the globe, CV Villas is recognised for its unwavering commitment to excellence, authenticity, and personalised service, both in the UK, and in destination.
With a deep understanding of what it takes to craft the perfect villa holiday; we are dedicated to delivering exceptional experiences that meet the highest standards of quality and authenticity.
What you'll be doing:
Responsibilities
- Prioritise the needs of the potential or existing CV Client at all times taking full ownership for your clients from the first enquiry, striving to build a long lasting relationship way beyond their first CV holiday.
- Use industry and product knowledge to turn the clients requirements into their ideal holiday package, thinking outside the box to offer the very best suggestions and selling the full holiday experience.
- Build strong relationships with your clients to increase their likelihood of returning to the company year on year.
- Pay close attention to detail with all aspects of bookings in order to minimise errors, client dissatisfaction and lost revenue to the company.
- Aim to resolve any issues as far as possible with the highest customer satisfaction
- answer incoming telephone calls; in addition to quickly and efficiently responding to email enquiries and requests from existing customers relating to existing bookings.
- Process re-bookings, changes, cancellations & additions in relation to existing bookings informing the correct other departments within the company if action is needed.
- Proactively outbound contact clients at key touchpoints throughout their journey such as 3 months before travel to gather extra information and offer additional services, and contact post-travel in order to accelerate advocacy and repeat.
- Answer incoming telephone calls; in addition to handling all web generated, direct and other written enquiries from potential customers relating to new bookings.
- To competently sell all European and worldwide destinations within the CV portfolio.
- Follow up all leads in order to confirm the maximum number of potential bookings in accordance with CV Villas procedure.
- Achieve and constantly strive to beat agreed sales targets such as revenue, exclusive properties, extras, experiences and departure targets both monthly and annually.
- Maximise revenue potential by up-selling bookings with flights, transfers and identify opportunities for additional product sales and experiences such as cooks, boats and destination experiences.
- Provide accurate advice to correctly and honestly inform customer decision making.
- Make outbound follow up calls to the company client base to build relationships or following a marketing campaign to encourage upsell and repeat.
- To regularly attend and make the very best out of all familiarisation trips abroad, delivering a presentation to the office upon your return from Familiarisation abroad trips and contribute to internal communications and product decisions when required
- Attend training sessions as appropriate to your job role such as product, soft skills, systems, taking responsibility for your own development and taking advantage of all opportunities offered.
- Maintain and demonstrate the required level of expertise of the company booking system and product knowledge in order to deal with enquiries
General:
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Adapt quickly and easily to any new company policies introduced or widespread changes within the company, group or travel industry.
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Ensure that all compliance statements are read to the client on booking and that errata & important booking information is relayed to the customer so that their decision is fully informed.
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Ensure that all internal and external correspondence relating to a booking is collated and recorded for future reference.
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Work as an effective and diligent team member, assisting with customers on behalf of your colleagues and helping the Customer Services, Accounts, Marketing and Product team when required
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Ensure that you keep fully up to date with all current marketing campaigns.
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Ensure that key colleagues are kept informed of any problems or opportunities relating to CV Villas products, competitors and customers, as well as urgent issues inhibiting the companys ability to sell.
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Provide constructive feedback about the product range to the relevant Product Manager when required.
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Represent CV Villas as required at consumer events, trade shows, networking and training events
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Demonstrate a commitment to the core company values and mission in all actions and decisions
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Act as a brand ambassador, positively representing the group both internally and externally
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Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, in order to foster a positive work environment.
You will have:
Essential:
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Previous experience of achieving personal sales targets within a call centre or retail environment.
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Relationship management skills and openness to feedback.
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Excellent selling, communication and negotiation skills.
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Prioritising, time management and organisational skills.
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Knowledge of both long-haul & short-haul travel destinations.
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A working knowledge of Microsoft Office Applications.
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Knowledge of another European language (desired but not essential)
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Highly motivated and target driven with a proven track record in sales.
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In depth knowledge of the travel and tourism industry.
Desirable:
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We are a seasonal business therefore the ability to work under pressure.
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Willing to work unsocial hours weekends and evenings to ensure targets are met.
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Incredible eye for detail.
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Customer focussed.
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Team Player.
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Exceptional written and verbal communication skills.
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Calm under pressure.
Personal Qualities:
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Strong communication in various verbal and written forms
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Innovative and creative with a solution focused approach
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Flexible and adaptable to changing priorities. Resourceful and practical; can think on your feet and solve problems quickly and effectively.
- Positive can do attitude
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Exceptional communication skills
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Able to quickly build strong and trusted business relationships
Benefits & Perks:
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23 days holiday, plus bank holidays (holiday allowance increases with length of service)
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Flexitime (including option to bank hours giving an additional 4 days off per year)
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Additional day off to celebrate your birthday
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2 volunteer days per year
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Company matched pension scheme and life assurance
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Company trips
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Free annual travel insurance
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Holiday concessions for personal trips - a complimentary villa per year!
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Friends & family holiday discounts
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Travel season ticket loans
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Cycle to work scheme
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Learning & development opportunities
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In-house wellness team
