Service Excellence Advisor

Belmond; London; On-site; GBP 25,000 - 35,000; Full time

Job description

As a Service Excellence Advisor for Belmond, you are part of a team that makes every journey and stay with Belmond unique and legendary for each guest. In this role, you will be responsible for owning all steps of the post-reservation process, from follow-up tasks, customer queries through to ensuring all details are correct and ready for the customer. Based at Central Reservations in London, and reporting to the Contact Centre Leader, this is an exciting opportunity for a dynamic individual with a passion for excellence and storytelling in travel, a strong cultural awareness and an unswerving approach to maintaining standards. If you’re looking to develop your skills and be part of a legacy of luxury, this is your moment.

Primary Responsibilities Include:

1. Diligently, accurately and in a timely manner ensuring all post-sales activities are fulfilled, including ensuring payments are taken, questions answered and tickets and relevant documentation delivered.
2. Responding to customer queries through calls and emails as well as ensuring requests from internal stakeholders are completed.
3. Treating every interaction in a professional yet conversational, natural and warm manner.
4. Meeting SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel.
5. Upselling: treating every customer interaction as an opportunity to enhance the guest’s stay by suggesting add-ons such as upgrades, transfers and experiences.

What You Bring:

1. 1-2 years’ relevant experience within a similar role.
2. A diploma or relevant certificate from a recognised tertiary educational institution.
3. Expertise in all systems required to carry out day-to-day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub.
4. Exceptional communication, administrative and customer-service skills.
5. Hospitality and/or travel industry experience advantageous.

What We Offer:

At Belmond Trains & Cruises, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

1. Competitive salary and bonus scheme
2. Health & Dental insurance plans
3. Discover Belmond Programme which includes complimentary and preferred rate experiences at our iconic destinations.
4. Group Income Protection - Group Life Insurance - Employer contribution pension
5. Enhanced maternity and paternity pay
6. Team social events
7. Wellness programme throughout the year
8. Further learning & development opportunities within Belmond

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

This is your moment. Apply today!

About Belmond

We are proud to be part of LVMH and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join the Belmond, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.