"Great Service Doesn't Stop at the Point of Sale."
Since 1999, NIRVANA has been the gold standard in sports travel, moving thousands of athletes, clubs and supporters to the world's biggest events. But booking the trip is only half the story—flights get delayed, rooms need swapping, plans change, and sometimes life just gets in the way. We don't need someone chasing targets or closing deals. We need an After Sales Admin Co-ordinator who genuinely enjoys looking after people once they're booked, and won't rest until their query is properly sorted.
What You'll Be Doing
Joining our Sales Team, you'll sit right alongside our Sales Executives - but with a completely different focus. While they're out there quoting, chasing and converting new business, you'll be looking after everyone who's already booked with us, so nothing falls through the cracks and nobody feels forgotten.
Our customers reach out at every stage of their trip - by phone, email and live chat - so we need someone who's happy fielding whatever comes in and seeing it through, start to finish. We handle around 20,000 bookings a year, and while not every one needs a helping hand after the sale, when they do, you'll be the one they turn to. You'll start by shadowing and supporting the team on live queries, building up to owning your own caseload, handling customer complaints and whatever comes up after a customer's returned home.
- Listen: Be the first friendly voice or reply a customer gets - whether they're asking about the event location, wanting a room upgrade, or needing to change their dates.
- Sort: Input bookings made via our partner website, action date changes, room swaps, and cancellations, and step in calmly if we've overbooked and need to move customers elsewhere.
- Support: Chase outstanding balances and payments, and add on the small extras - transfers, upgrades, services - things that make a trip that bit easier.
- Repeat: Every enquiry gets the same care, whether it's your first of the day or your fiftieth.
Why You'll Love It
If you get a real kick out of a tidy, well-handled booking - and the occasional satisfying save when something needs sorting - you've found your people. Most days are steady admin done well but, every so often something trickier lands on your desk, and you're just as happy to take that on too. Full training is provided, and you'll build up to handling a full range of customer queries with confidence.
- People-First: You'd rather fix someone's problem properly than rush them off the phone or off an email.
- Calm and Steady: Most enquiries are routine, but in sports travel, plans do shift and when they do, you take it in your stride rather than getting flustered.
- Naturally Organised: You can juggle several open queries at once without losing track of any of them.
- Tech-Comfortable: Confident picking up booking and CRM systems, Excel experience is a bonus, not a must.
Your Track Record
- Travel Agency or Contact Centre Background: You've worked somewhere customer-facing - ideally in travel - handling live bookings, amendments, or customer queries after the sale, not just selling new ones.
- Genuinely Service-Minded: You'd choose a role built around customer care over one built around targets, every time.
- Ownership: You don't pass problems along, you see them through to a resolution, even when it takes a few extra steps.
- Communication: Clear and friendly on the routine stuff, a date change, a balance chase, and just as capable delivering trickier news (a cancellation, a room downgrade) with the same warmth, while holding customers to what's contractually agreed.
The Perks: What's in it for You?
- Starting Salary: £23,958 per annum—an entry-level starting point into a complex business, with clear progression as your confidence and caseload grow. This is a 12-month, fixed term contract, with potentially a permanent position for the right candidate.
- Environment: HQ in Wallsend, Newcastle Upon Tyne, with flexible working options available post-probation.
- Hours: A typical shift is 7 hours 15 minutes, worked flexibly between 08:00–20:00, Monday to Friday (to be agreed). Part-time considered for the right candidate.
- Time Out: 25 days holiday + bank holidays.
- Extras: Travel insurance, pension, personal progression plans, and free office parking.
- Culture: Work on global sporting stages within a friendly, supportive team—where looking after the customer is the whole point of your day.
Ready to join the team?
Apply now with your CV and a short note telling us why you're the person our customers want on the other end of the phone, email or live chat—whatever they need.
Pay: From £23,958.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
