Flight Administration & Customer Service Consultant

ABOUT US

We are the leader in creating new ways to experience every corner of the globe with an ever-growing range of cruising and touring styles. Join us and help create unforgettable experiences for our customers while being supported to develop and grow your career. With a flex work culture and great benefits, APT Travel Group will tick all your boxes.

ABOUT THE ROLE

As a Flight Administration & Customer Service Consultant , you will support both our Direct Clients and Travel Agent Partners with professionalism and a friendly approach at all times. This role is primarily back-office focused, where you will share our passion for luxury travel and river cruising. You will assist in managing flight-related administration, ensuring accuracy and efficiency, while delivering exceptional customer service.

Flexibility and multi-tasking are key, as you will handle various operational tasks with a high level of attention to detail. You will also work towards service targets aligned with our business objectives and values.

This role has a hybrid working arrangement with 2 days per week in our London office and 3 days working remotely from home.

Key Responsibilities:

• Review and maintain flight bookings made by our Reservations Team through our website and Air Consolidator partners, ensuring accuracy and compliance with company standards
• Action schedule changes promptly in the best interest of clients and business requirements
• Respond to Customer Service & Sales email requests within expected timeframes, updating flight bookings as required
• Support the Flight Desk Team and Customer Service & Communication team during crisis calls
• Confidently use Microsoft programs, especially Excel, for day-to-day workload, tasks, and data entry
• Share knowledge and collaborate with team members to improve processes and outcomes
• Maximise every opportunity to enhance customer experience and support revenue growth
• Deliver exceptional service to discerning customers who book high-value trips

ABOUT YOU

To be successful in this role you will have:   

• Minimum of 1 year travel industry experience
• Strong Airline knowledge
• Exceptional customer service skills
• Excellent written and oral communication competency
• High attention to detail and accuracy
• Ability to work under pressure and adapt to changing priorities
• Confident with Microsoft programs
• Travel & Tourism Certification ideal but not compulsory

WHAT WE OFFER

• Flexible workplace culture with hybrid working model
• 4 weeks of annual leave plus bank holidays and a bonus week
• Learning Allowance, access funds to use towards your learning and development
• Experience our premium products through familiarisation trips
• Opportunity to Work From Anywhere for up to 20 days per year
• Opportunities for giving back through our One Tomorrow Foundation and volunteer leave
• Paid Parental Leave
• Employee Assistant Program
• Family and Friends travel discounts
• Highly engaged team and great company culture

OUR VALUES

Our values are at the heart of our organisation and the foundation of our culture. They are our compass, guiding our decisions and actions.

Genuine service - We genuinely care about the experience we create for our guests, trade partners and internal stakeholders

Better together - We are better when we connect and collaborate, valuing all opinions

For tomorrow - We pursue opportunities to grow, embracing change and learning from our mistakes. We choose the long-term view over short-term benefits

Celebrate the moments - We like to have fun at work and share a positive attitude. We celebrate our successes, no matter how big or small. A win for one of us is a win for all

HOW TO APPLY

If this sounds like the role for you, please click APPLY now and send through your resume and a cover letter outlining your relevant experience.

APT Travel Group is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all team members. We welcome applicants from all backgrounds and experiences and believe that a variety of perspectives makes our team stronger.