Bromley / Stockport / Overseas (Fixed - Term)
We recruit for colleagues to be based here in the UK and at our overseas resorts. This is where our people truly are the ‘face’ of our business, available to advise and help our customers 24/7.
Wherever you work within Tour Operations, you’ll be committed to delivering exceptional customer service, every time. Whether you’re in direct contact with customers or working behind-the-scenes to keep our operation running smoothly, your main focus will always be on ensuring that we deliver the very best customer experience.
Roles & Departments
Call/Contact Centre - Customer Care & Operations
The Customer Care Department is responsible for all our customer’s pre-departure needs, whether this be answering general queries, arranging flight upgrades or providing appropriate solutions and alternatives for both customer and operational driven changes, no working day is the same . We aim to ensure that every interaction with our customers is delivered with distinguished customer service, with the emphasis in making our customers feel valued.
We are available to customers via phone, email and social media networks to ensure we can assist them as quickly as possible and provide our service to them through their preferred channel.
The team are passionate about our customers, supportive of one another, empowered in their responsibilities, a combination that creates a unified team who are contributing to the Company’s success.
The Operations Department is responsible for all the wide range pre -departure administrational tasks, from advising customers of a flight or accommodation change, to booking Disney Park tickets, whatever the task is, it is met with a high organizational approach, accuracy, working to deadlines with a high quality of customer service.
In an ever changing environment , adaptability and flexibility are the essential elements in ensuring the day to day responsibilities are prioritised and completed and having a team that is dedicated in achieving those daily goals creates a successful Department.
Customer Services & UK Operations
Our Customer Services teams are responsible for providing a positive and personal service to customers who generally contact us once they return from their holiday. The team are required to handle and settle complaints whilst at the same time achieving maximum customer satisfaction and business retention.
The Customer Services team investigate, document and respond to complaints and queries received by phone and in writing. They need the ability to be able to engage quickly with customers to get an understanding of their needs and resolve complex issues, improving the customer experience and benefiting the business.
We pride ourselves in picking up the phone and speaking to our customers as opposed to sending out impersonal, bog-standard letters. Our team are champions of excellent customer service and have an enthusiastic and positive attitude to all customers, no matter the problem.
Our Accommodation Control team are responsible for all aspects of contract control and administration of accommodation allocation. This includes amendments to the live contract/sales system to apply stop sale/open sale, change of release and change in allocation amounts.
The team also communicate details of all accommodation changes to our Customer Care team with a suitable alternative property to offer our customers in accordance to our terms & conditions. We also provide a vital role in supplying lists of reservations that apply for an early booking offer with any pre-payment details, so the hoteliers receive monies due on time.
To be a part of the Accommodation Control team you need the ability to multi-task, meet tight deadlines and positively manage sudden increases of workload, have strong attention to detail and have a passionate attitude for the customer and service provided.
Product & Commercial & Media
The Marketing & Commercial team at MTG oversee all of the development, creation, pricing and marketing of Package Holidays and Accommodation products. We create fantastic holiday experiences for over 350,000 customers a year.
We are split into 3 broad team; Product & Commercial, Marketing, Media
Product & Commercial activities are varied, and with our new reservation platform Travelbox, ever expanding! The team work in geographic areas, following customer trends to decide on the range of holidays to offer. The pricing of holidays ensures Somewhere2Stay and Monarch Holidays brands are competitive, and we offer a range of other products including car hire and other ancillaries to allow customers to find their perfect trip. We are well loved by customers for out Greece, Villa, Long Haul and All Inclusive programmes in particular.
The Media team work very closely with their colleagues to create inspiring brochures and web content. They work closely with the Trade sales team.
The Marketing team then promote our holiday range to customers who chose to book direct. Recent projects have included a web-redesign, developing enhanced CRM capabilities and evolving our social Media strategy. This is then all pulled together with strong advertising campaigns that attract and retain customers.
The team is passionate about holidays, and have a fabulous mix of experienced team members, as well as several new starters, some fresh from university and others with great industry experience. It all adds up to a lively, fun and rewarding place to work.
The Overseas Customer Experience Team
The Overseas Customer Experience Team within The Monarch Group is responsible for providing a superior customer experience in our Overseas resorts.
Our team is passionate about the customer & are highly trained in all elements of customer service. Through our Concierge and Overseas resort teams we look after our customers all the way from the moment they book until they wave us off at the end of their holiday.
Our team are passionate about the holiday experience and travelling Overseas. They work as a united team building a service that our customers have told is what they want, what they value and what they expect, in an ever changing and often challenging customer service environment Overseas
Customer Experience – Flights, Accommodation & Documentation
Flight Operations manage all processes relating to scheduled and low cost flights including booking, ticketing and changes. Under the remit of Accommodation Control is the maintenance of TravelBox to ensure all accommodation is on sale correctly and hotel moves are dealt with appropriately.
Documentation manage the creation of all documents and also ensure all posted items are despatched on time.
The areas encompass a large variety of processes and it’s a fast paced environment with many deadlines and changing procedures to keep up with.
The Monarch sales team is responsible for the effective and profitable distribution of Avro and somewere2stay products within the UK travel trade and through media based and “closed user” distribution channels. This is achieved through the creation of strong commercial and operational relationships, and covers a wide range of travel agency and distribution businesses, whether they be large national agencies, small regional “miniples”, On-line Travel Agencies, independent agents operating under a consortia banner, or the likes of Tesco and Secret Escapes.
The team also ensures that agents are trained and incentivized to promote MTG products, whether that be through activity in store, by joining our agents at their conferences, or by hosting “fam” trips overseas.
We are looking for individuals who are enthusiastic and who enjoy life! Strong customer service skills are essential, this will also be coupled with excellent verbal and written communication skills.
The role will include supporting our customers at the airport, face to face contact with customers or even via virtual communication channels, making visits into resort to offer assistance and information to our customers that need it, flexible approach to working hours, as well as an active and innovative approach to resolving problems.
You will need to be confident with an outgoing personality, show commitment and most importantly have lots of common sense
As Destination Support you will be involved in all aspects of a busy resort office, including handling hotel reservations, producing transfer lists, handling incoming calls to the resort office and dealing pro-actively with all issues.
You will be computer literate and ideally familiar with using Word and Excel. You will also have a strong attention to detail and be prepared to work flexible hours.
As with our other Overseas positions, you will need to be confident, with an outgoing personality, show commitment and most importantly have common sense.
As an airport host you will meet and greet our customers upon arrival into their chosen destination, giving them the warm welcome that our long history is famous for, during this welcome you will ensure they receive their welcome envelope detailing our in resort contact details should they need our assistance at any time.
You will ensure they are directed to the correct transport to take them to their chosen accommodation whilst starting to build that overseas rapport that is imperative for a long standing Tour Operator and their loyal customers.
When it’s time to go leave you will also be in the airport to give them a friendly farewell whilst they check in and make their way to their flight home.
In the ever changing world of airports and aircraft we also understand that sometime aircraft can be late or suffer technical issues and in these situations you would be on hand to support our customers with up to date information and anything else they should need to make these situations more stress free.
As a Holiday Concierge you will responsible for pre-departure contact with our customers from the minute they book their holiday. Holiday Concierge team are on hand for our customers before they travel, whilst in resort or after their holiday.
Using research or experience of the destinations to give that personable service, the Holiday Concierge is responsible for helping our customers organise, not only some unique experiences, but also bookings for special things such as day trip adventures, sports activities, spa treatments and tickets for concerts and special events.
Holiday Concierge are also responsible for social media interaction ensuring our company social media is up to date with resort information, images and event details to ensure our potential and loyal customers have all information possible for their holidays.
You will also conduct in resort Focus Groups with our customers getting the real customer service answers and innovations right from the source of the people that know what they want and need.