Operations and Administration Coordinator

Position: Operations and Administration Coordinator

Department: Scenic and Continental Car Tours

Reporting to: Joy Cole

Location: Larkfield

Company: Scenic and Continental Car Tours

Brief description of the role
Building, Selling and Operating self-drive tours to the Classic and Performance car market.

Competencies for success

• Work well on own initiative
• Good organisations skills
• communication, and telephone manner
• Strong administration skills
• Good interpersonal skills
• Excellent attention to detail
• Be able to work under pressure
• Strong customer service principles and practices
• Able to take responsibility and prioritise own work
• Commercial awareness and the ability to negotiate
• Proficient in relevant computer applications (including but not limited to Microsoft software)
• An aptitude to learn new applications quickly
• Flexible working attitude
• Geographical knowledge

Major responsibilities (core areas of work)

• Answer incoming calls from customers and suppliers to take bookings, answer enquires and questions, handle complaints, troubleshoot problems and provide information
• Continually build and improve client and supplier relationships (including visits when required). Ensure that the client receives individual attention regarding any queries and the supplier understands our business
• Update and maintain client and supplier database detail
• Enter quotes onto the system and send offers to clients, issue contracts to hotels and clients along with back up material where necessary
• Assist the sales & marketing manager in planning clients programmes and where necessary follow up on quotes and book any additional services required
• Provide administrative support to the sales & marketing manager, and be responsible for operating and processing all bookings for SCT/CCT tours
• Issue customer invoices in line with the tour payment term and ensure that these are sent within the timelines set to allow enough time to obtain cleared funds
• Create and send accurate documentation to all relevant suppliers i.e. rooming list, passenger list, travel manifest, passenger numbers
• Adhere to supplier deadlines e.g. payments, rooming lists, supplier release dates
• Prepare & issue passenger travel packs
• Research and order destination information for travel packs and replenish
• Attend, oversee and promote Scenic Car Tours at applicable trade shows/events as require (Please note that this will entail work over some weekends)
• To provide 24 hour emergency phone cover on a rota basis
• Any other functions the company requires
• Create, distribute and analyse feedback surveys
• Make credit/debit card payment and reconcile end of day banking
• Update and review weekly sales figures
• Assist the sales & marketing manager with the website content
• Request space at hotels and negotiate rates where appropriate

Please note that this list is not exhaustive.  At times the job role may be altered to help others complete their duties.

What does success look like?

• A sustainable and profitable business which continues to grow
• We are ‘Albatross People’ and support our core values.
• We are all continuously committed to the delivery of worthwhile and valuable PDRs and look for ways to continuously develop.

Key Performance Indicators/Measures

• Customer satisfaction scores
• Repeat Business ratio
• Meeting sales and profit targets
• Standardised Procedures
• Engaged staff including training and development, career opportunities, personal growth and benefits

Key relationships/customers

Internal: 

• Scenic and Continental Car Tours Team
• Accounts and Finance
• Supply and Service Team
• Contracting Team
• Management
• Language Resource

External:

• Suppliers e.g. hotel, ferry, train etc.
• Clients
• Car Clubs
• Exhibition/Event Organisers