Job Description
Client Support Manager - Global Mobility & Business Travel
London, United Kingdom | Posted on 08/04/2024
Check-in-London is looking for a Client Support Manager to join our team at our office in Hammersmith, West London.
The Company
Check-in-London is a dedicated serviced apartment specialist with extensive experience within this fast growing travel sector. Our mission is to be the helpful local expert you can rely on to find the best home away from home experience in the city and our unique local knowledge combined with our personalised, reliable and caring customer service is what we believe is the reason we exceed our client’s expectations and make them come back to book with us.
Our hand-picked portfolio includes apart-hotels, serviced apartments and corporate housing solutions in London and across the UK as well as cities like Paris, Dublin, Dubai and New York that are perfect for business trips, short stays and relocations. We work directly with all our property partners, which includes a wide spectrum of global operators and smaller independent hospitality companies.
The Role
As Client Support Manager, you will have a sharp eye for detail and be able to offer a seamless experience to new and existing customers. This role involves delighting and exceeding customer expectations by providing the highest levels of well thought-through personal service and ensuring all requests are accurately dealt with in co-ordination with the sales team. In order to succeed in this role, you will be able to build and maintain lasting relationships with corporate and individual clients in a B2B, B2B2B and B2C setting.
Key Responsibilities
- Together with sales you will be meeting and engaging with a range of clients from various industries needing to book serviced apartment accommodation.
- Supporting clients by handling all booking communication including but not limited to - pre arrival, amendments and post arrival correspondence.
- To maintain close contact with property partners with an aim to ensure the best service for the client’s needs and requirements.
- To deliver exceptional booking experiences by reviewing processes and identifying areas for improvement.
- To attend client and industry events during the week (this may include evenings on occasion).
- To be well versed with all booking terms and conditions of our company and the property partner to ensure all issues are dealt with in an accurate manner.
This is a hybrid working role, normally working a minimum of 3 office days per week in our Hammersmith HQ. However, during the training period you will be expected to work 5 office days per week. The office hours are 9am to 5.30pm (lunch is half an hour) Monday to Friday, on occasions you may be required to work outside these hours to fulfil your role. No overtime is payable.
Requirements
Desired Experience & Skills
- 3+ years of customer service or sales support experience in package travel, business travel or high touch customer service industries.
- Excellent email writing and telephone skills, the ability to take ownership and address tricky situations confidently.
- A genuine desire to deliver 5 star customer service every time through careful research, continued product learning and clear communication.
- Ability to assist with preparing quotations simplifying complex information to progress clients through the client engagement process.
- Attention to detail, with a proactive approach to identifying discrepancies and making improvements.
- Proficient in adapting to new technologies and software with a keen willingness to learn and upskill where required.
- Ability to manage multiple tasks simultaneously in a time-effective and organised manner.
- Experience of organising data using Excel, CRM/ Cloud based systems will be preferred but not essential.
- Experience of working with global mobility, TMC and relocation clients will be preferred but not essential.
- £35,000 per annum
- Annual Bonus Scheme
- 23 days annual leave plus bank holidays (rising 1 day for each year of service, max 29)
- Day off for your birthday
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