Job Description
Department Description
Monarch is the UK’s longest-established, privately owned airline group and a great place to develop your career. The company includes a scheduled airline, in-house tour operator and an award-winning engineering division. Flying from 5 UK bases, London Gatwick, Birmingham, Manchester, Leeds-Bradford and Luton where it is headquartered; the airline offers 7 million sector seats to leisure destinations. With a strong heritage, the tour operating division offers package holidays across the airlines scheduled network focussing on beach, city and ski breaks.
Operating globally, Monarch Aircraft Engineering (MAEL) supports the airline and provides aircraft maintenance services to third party customers located in Eastern and Western Europe, the Middle East, Australia and North America. MAEL is a leading MRO for new technology aircraft, including the Boeing 787 Dreamliner, for which it is one of a small group of worldwide Boeing-approved GoldCare providers. Our employees are our greatest asset and are fundamental to the success of our business. Our team are amongst the most highly trained professionals in the industry and are committed to delivering superior levels of service. Our aim is to become Europe’s most recommended airline group.
Brief Description
Are you looking for an opportunity within the exciting travel industry?
Do you have excellent customer services skills?
Are your administration skills first-rate?
If you answered yes then Monarch may have the role for you!
You will be joining our Operations team who play a critical role in supporting our customers before they head off on holidays. As an Operations & Administration Assistant, you will handle a variety of administration tasks, including communicating with customers about operational changes affecting their holidays, such as when their flights or hotel details change; these are usually communicated via email or phone.
Good communication skills and problem solving ability are important requirements to be successful in this role. Additionally, at times you will be supporting other contact centre departments, such as handling inbound calls, emails and social media contacts, during busy periods. This role requires excellent customer service skills and the ability to work both individually and as a team, to provide the best possible customer experience. This position represents an excellent opportunity for someone with experience in a travel role, or someone keen to begin a career in this exciting sector.
Detailed Description
Operational Change & Administration
· Ensure that all operational changes are processed and managed within company and legal guidelines, including communicating sometimes unwelcome news to customers by written and verbal communication
· Contribute to ensuring all major flight & accommodation changes are advised outside of 12 weeks as outlined in departmental service level agreement and KPIs
· Achieve set service levels for the completion and turnaround of incoming e-mails and correspondence as outlined in departmental service level agreement and KPIs
· Contribute to the ongoing review of existing procedures and processes to evaluate, recommend and suggest changes where relevant
· Contribute to the production of regular and detailed reporting of all pre-departure operational changes and reservations support unit functions, as required
· Have clear knowledge and understanding of all roles within the department ensuring you have the capability to assist when required
Contact Centre Assistance
· Provide assistance to other contact centre departments, as required.
· This may include taking calls within the Customer Care and Sales areas
· Supporting Multimedia’s management of email and social media
· Support may at times be rostered in, whilst at other times it could be ad hoc, as demand dictates.
Team Development & Support
· Participate in regular one-to-one and/or team meetings.
· Provide input into the setting of personal objectives.
· Participate in the company Performance Development Review process.
· Support other team members in keeping with Company aims, objectives & policies referring to company processes/HR for support.
· Support other staff within the overall Operations Team and be flexible to adapt to/be multi skilled in all tasks within the department.
Job Requirements
Knowledge:
· No prior knowledge of the airline or travel sector required but desirable
· Knowledge gained within a operations/customer service environment would be beneficial.
Skills:
· Excellent communication skills, both written and verbal
· Positive attitude with appreciation of what good customer service looks like
· Ability to multitask, meet tight deadlines and positively contribute to sudden increases of workload
· Proven organisational skills with strong attention to detail
· Ability to follow stated procedures and processes
· Good problem solving ability.
Experience/Education:
· GCSE C-grade level or equivalent in English and Maths.
· Experience in a customer service oriented role.
· Clearly spoken fluent English.
Competencies:
· Communication
· Customer Focus
· Innovation/ Creativity
· Adaptability/ Flexibility
· Problem Solving
· Planning & Organising