Online Support Co-ordinator

We are currently looking for an experienced online support co-ordinator to provide first- and second-line support for WTM Online (Wexas Travel Management’s online booking tool) as well as new client implementations and policy changes. This is a hybrid role.

Job title: 

Online Support Co-ordinator

Reporting to:

Head of Corporate Operations

Company overview

Wexas is a travel company and operates as two distinct divisions, a Leisure division, which operates as both a tailor-made tour operator and travel agent and a Corporate division (Wexas Travel Management) which is a travel management company (TMC).

Purpose of position

Wexas Travel Management is actively growing client usage of its online booking tool (WTM Online powered by Atriis). Due to a promotion, we require a new full-time person to support this growth and ensure we maintain our high standards of client servicing. This role will provide help and support to online users, who may be client bookers or travellers; as well as second line support to our sales consultants and other employees. As a client-facing role, we are looking for someone with strong inter-personal skills and a ‘can-help/will-solve’ attitude. This role will work closely with other internal departments to deliver a responsive service to clients.

For this role we will consider candidates from a corporate travel sales background who would like to develop their career and utilise their knowledge to provide expert support to others; as well as candidates already working or with experience in this arena.

The vacancy is within a small support team and any other relevant experience of more general IT support or travel technology projects would be advantageous.

Key Responsibilities/Objectives

  • Provide first level support, pre- and post-sales, to all clients using our WTM Online booking tool
  • Encourage a high degree of customer self-service while maintaining a high level of customer satisfaction. Where possible taking the time to talk the user through ‘how-to’
  • Take the lead role in the implementation and on-boarding for new clients, including system setup, configuration and solution adoption including training (both onsite and online via Teams)
  • Support client system knowledge to ensure high usage levels, including on-site training for clients
  • Communicate system changes and upgrades to clients in a timely manner, and where possible with advanced notice
  • Maintain accurate training and support manuals for clients
  • Provide system training support to sales consultants, where necessary
  • Monitor, analyse and report on customer feedback to drive improvements (product and service related)
  • Deliver support for Wexas Travel Management’s suite of IT Solutions including profile management

Professional/Technical Competencies

  • Worked in a travel organisation in one or more of these types of roles:
    • Sales consultant dealing directly with clients
    • Business systems support dealing with clients, users and suppliers
  • A good understanding of corporate travel workflows including:
    • Administration or user experience of at least one corporate booking tool (Atriis GTP would be advantageous)
    • 'Hands On’ working knowledge of at least one GDS (preferably Amadeus)
    • Managing client profiles in multiple systems (experience of Umbrella profiles would be beneficial)
  • Strong computer/IT skills

Personal Competencies

  • Technical literacy comfortable explaining technology to clients and colleagues, while also comfortable talking technology with technology suppliers and experts
  • Client-facing and service orientated
  • Problem solver
  • Attention to detail
  • Ability to listen and communicate clearly, with client-bookers and travellers, and colleagues, both verbally and in writing
  • Ability to understand and balance ideal and practical solutions
  • Strong service ethos and high quality standards
  • Good time management skills
  • Team-player
  • A self-starter, comfortable hybrid working from home with some office-based days

If you would like to be considered for this role, please send an email to [email protected] with a copy of your CV and a short covering letter. Wexas Travel Management is an equal opportunities employer.