Travel Concierge - In-store
At Cotton Travel, we believe the customer journey doesn't end once a holiday is booked — in many ways, that's where it truly begins.
As our business continues to grow, we're looking for an organised, customer-focused Travel Concierge to join our multi award-winning team based in Cottingham. This is a fantastic opportunity for someone who thrives on delivering exceptional service behind the scenes and enjoys making every customer's holiday experience as smooth and memorable as possible.
This position is based in our Cottingham branch. Applicants must be able to commute to the branch and have the legal right to work in the UK.
About the Role
As our Travel Concierge, you will become the central point of contact for all existing customer bookings. You'll work closely with our sales team, management, tour operators, airlines, hotels and customers to ensure every holiday runs seamlessly from the day it's booked until long after our customers return home.
This is a varied and fast-paced role where no two days are ever the same. One moment you could be arranging a special anniversary surprise with a luxury hotel, the next you're assisting with flight amendments, issuing travel documentation or welcoming customers home with a follow-up call.
You'll play a vital role in supporting the wider team, allowing our Travel Consultants to focus on creating incredible holidays whilst you ensure every existing booking receives the exceptional aftercare Cotton Travel is renowned for.
Preferred Experience
To be successful in this role, we are ideally looking for applicants with one of the following:
- Previous customer-facing administrative experience.
- Previous concierge, customer service or client relationship experience.
- Experience within the travel industry or a similar fast-paced service environment.
Previous experience supporting customers through detailed administrative processes is essential.
Equivalent experience will also be considered.
Key Responsibilities
- Become the primary point of contact for customers after they have booked their holiday.
- Issue travel documentation and ensure booking files remain accurate and compliant.
- Conduct online flight check-in where applicable.
- Complete airline APIS and advance passenger information requirements.
- Liaise with hotels to arrange special occasions, accessibility requests, room requests and other customer requirements.
- Speak regularly with airlines, tour operators and suppliers to process amendments and resolve booking queries.
- Arrange and confirm booking amendments, upgrades and additional services.
- Carry out welcome home calls and gather valuable customer feedback.
- Assist customers with both pre-travel and post-travel enquiries.
- Work closely with management to resolve customer concerns quickly and professionally.
- Support the sales team by completing administrative tasks relating to existing bookings.
- Help managers with ad hoc operational duties and branch administration.
- Respond to overflow telephone calls during busy periods.
- Assist with straightforward sales enquiries when appropriate, referring more complex enquiries to the sales team.
- Monitor shared inboxes and action customer and supplier correspondence promptly.
- Ensure every customer receives the high standard of aftercare that defines the Cotton Travel experience.
Performance Expectations
- Deliver exceptional customer service throughout every stage of the customer journey.
- Maintain accurate booking records and ensure compliance with company procedures.
- Prioritise workload effectively within a busy environment.
- Work collaboratively with all members of the team.
- Contribute towards shared monthly team objectives.
- Participate in regular performance reviews.
Skills and Attributes
- Outstanding organisational skills with excellent attention to detail.
- Strong administration experience.
- Excellent verbal and written communication skills.
- Confident telephone manner with a genuine passion for helping people.
- Ability to manage multiple priorities and deadlines simultaneously.
- Excellent IT skills, including Microsoft Word, Excel and Outlook.
- Ability to work calmly under pressure.
- Professional, positive and proactive attitude.
- Strong relationship-building skills with customers and suppliers.
- Excellent problem-solving ability.
- Flexible, adaptable and willing to support colleagues wherever required.
What We Offer
- Competitive salary.
- 29 days annual leave.
- Fairly distributed rota.
- Private BUPA healthcare.
- Annual travel concession voucher.
- Staff travel discounts.
- Friends and family travel discounts.
- Company pension.
- Paid work events and regular team socials.
- Paid staff meals.
- Overseas annual Christmas celebration – we've celebrated together in destinations including Tenerife, Budapest and Benidorm.
- Educational visits with leading travel partners, subject to business needs and supplier availability.
- Supportive, award-winning team environment with genuine opportunities for career progression and professional development.
We're proud to be shortlisted as one of the Best Places to Work in Travel, and we're looking for someone who shares our passion for delivering truly exceptional customer experiences.
How to Apply
If you're passionate about providing exceptional customer service, enjoy working in a fast-paced environment, and take pride in ensuring every detail is taken care of, we'd love to hear from you.
Applications will be reviewed as they are received. We reserve the right to close this vacancy once sufficient applications have been received.
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free or subsidised travel
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
