Direct Debit - Travel Consultant in Peterborough

Over 175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

Travel Consultant - Peterborough – with occasional travel within the UK

Responsible for delivering an outstanding customer experience, you’ll be involved in supporting the delivery of the end to end process of the Direct Debit journey for both our Retail colleagues and our direct customers through various methods of contact, such as over the phone, email and Live Chat. As a Direct Debit Travel Consultant your role will be to limit financial exposure to the business and resolve queries with a timely manner. You will work closely with other teams to make sure we are always putting the customer at our heart. The role will require you to be flexible in working in an Omni-Channel environment together with other contact centre teams, Retail and Head office Support functions

Key accountabilities:

• Manually process operational and administrative Direct Debit activity on customer bookings making sure that all information is accurate and right first time
• Provide Direct Debit support to our Retail colleagues and direct customers through various methods of contact
• Maintain and review Direct Debit Operating Procedures and Ways of Working
• Process the exceptions from the robotics automation
• Complete analysis and tracking and monitoring of daily activity
• Work closely with various departments, including the Off-shore Operations team, to ensure a smooth customer journey with a focus around Direct Debit
• Work to deliver first time resolution efficiently, whilst maintaining high levels of customer service
• Comply with data protection, legislation, compliance, health & safety and operating standards

Skills and experience

Must have:

• Can work independently and as part of a team, using own initiative with strong attention to detail
• Excellent communication skills, verbal and written
• Thrives on a challenge and can work in a fast paced environment
• Solution focused, able to adapt well to change and challenges, with a positive can do attitude

Preferred:

• Knowledge of all Retail and Contact Centre core systems and functions
• General understanding of Direct Debit scheme and associated products
• Technical / professional qualifications:
• Proficient in English and Maths (GCSE level)
• Competent in the use of Microsoft Office packages, including PowerPoint and Excel

Key performance indicators:

• Achievement of individual KPI’s
• A ‘get it right first time’ approach in everything delivered and within agreed parameters

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.