Customer Support Consultants

at  Inghams Santas Lapland

The great outdoors is our happy place and it’s open all year round. Ski the slopes, walk the walks and explore the Lapland wilderness. If nature’s in your nature… if you’re itching for adventure - you’ve found your people.
We are united by our shared passion for our exceptional brands- Inghams and Santa’s Lapland. Driven by a strong sense of purpose, staying true to our commitment to our people and planet.
If you’re looking for a career that’s not just a job but a fulfilling adventure, we welcome you to explore opportunities with us. Join our team and be part of a dynamic, purpose-driven business dedicated to making a positive impact in the world. Join us on our journey, creating extraordinary travel experiences for all.
Our vision is to be the most loved travel company in our markets, famous for customer experience and sustainable travel.
We put people at the heart of everything we do and are proud of the extensive benefits we offer.
This role is based in Farnborough, Hampshire with 2 days per week in the office, but remote working requests may also be considered. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).
Working hours will be on a rota, to include 2 Saturdays and 1 Sunday per month:
09:00 - 20:00, Monday to Friday
09:00 - 17:30, Saturday
10:00 - 16:00, Sunday
This is a fixed term contract for 6 months.
Salary: £25,000
About the role:
We place customers at the forefront of our operations and deliver excellent service from the UK to arrival in the resort. We want your enthusiasm for either walking or skiing

to be shared with customers through providing specialist advice and guidance. Your primary responsibility will entail supporting the sales team with back-office tasks, thereby enabling them to concentrate on inbound sales. This involves adeptly handling incoming post-sales calls and emails from direct clients and travel agents, ensuring an exceptional and personable approach to customer service.

• Working closely with direct guest and travel agents.
• Identify guest needs effectively and efficiently.
• Ability to work under pressure whilst dealing with complex situations that arise.
• Be able to organise, plan and prioritise own work load.
• Good organisational skills and attention to detail.
• Responding to inbound guest and travel agents amendments via email and phone in a timely and professional manner.
• Working closely and supporting the sales team.
• Take ownership of all guest enquiries both internal and external to ensure fast and efficient resolution at minimum cost and impact to the business and guest.
• Utilise best practice on every guest contact to ensure a seamless end-to-end customer experience.

• Liaising with overseas reservations team to obtain extra to allocations rooms for the and relocations.

  Am I the right person?

The role is ideal for individuals with a passion for walking or skiing and customer service, who enjoy interacting with people - both within and outside the business. We are looking for your application to demonstrate:

• Passion for skiing or walking.
• Hard working, with excellent attention to detail.
• Committed to providing excellent customer service.
• A good telephone manner with good communication skills.
• Professional, friendly, approachable and a good team player.
• Desire to develop your career within a large travel business.
• Previous experience in a customer facing/call centre environment.
• Strong computer skills and numeracy skills.
• Flexibility of the business and customer demands.
• Experience of travelling or resort based experience (desirable)

Sustainability and responsible tourism is at our core and our values will be close to your heart.
Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.
Inghams & Santa’s Lapland are a part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski and walking holidays with Inghams and Santa’s Lapland; adventure travel with Explore Worldwide; and self-guided experts, Inntravel

to be shared with customers through providing specialist advice and guidance. Your primary responsibility will entail supporting the sales team with back-office tasks, thereby enabling them to concentrate on inbound sales. This involves adeptly handling incoming post-sales calls and emails from direct clients and travel agents, ensuring an exceptional and personable approach to customer service.

• Working closely with direct guest and travel agents.
• Identify guest needs effectively and efficiently.
• Ability to work under pressure whilst dealing with complex situations that arise.
• Be able to organise, plan and prioritise own work load.
• Good organisational skills and attention to detail.
• Responding to inbound guest and travel agents amendments via email and phone in a timely and professional manner.
• Working closely and supporting the sales team.
• Take ownership of all guest enquiries both internal and external to ensure fast and efficient resolution at minimum cost and impact to the business and guest.
• Utilise best practice on every guest contact to ensure a seamless end-to-end customer experience.
• Liaising with overseas reservations team to obtain extra to allocations rooms for the and relocations

The role is ideal for individuals with a passion for walking or skiing and customer service, who enjoy interacting with people - both within and outside the business. We are looking for your application to demonstrate:

• Passion for skiing or walking.
• Hard working, with excellent attention to detail.
• Committed to providing excellent customer service.
• A good telephone manner with good communication skills.
• Professional, friendly, approachable and a good team player.
• Desire to develop your career within a large travel business.
• Previous experience in a customer facing/call centre environment.
• Strong computer skills and numeracy skills.
• Flexibility of the business and customer demands.
• Experience of travelling or resort based experience (desirable