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York

Working for us 


As one of the UK's leading holiday operators, and market leader in offering holidays by rail, we are passionate about giving our customers an experience which leaves them wanting to travel with Great Rail Journeys time and time again. To achieve this, our people put the customer first in everything that they do. This service ethos extends further than just those who deal directly with customers, it applies equally to those who work behind the scenes making our holidays a success. If this sounds like something that you want to be part of, please consider a career with us!

You would be joining approximately 100 office-based colleagues at our Head Office in York and over 250 Tour Managers from diverse backgrounds and a wide range of ages and life experience - all of whom gain personal satisfaction from ensuring that Great Rail Journeys customers have a relaxing and memorable holiday.

For office-based opportunities, please send a copy of your CV and reasons why we should interview you to our HR Department, Recruitment@greatrail.com.  All new opportunities are detailed below and we would encourage you to regularly check this section of our website.

For Tour Manager opportunities, please email our TM Manager, Phillip Jackson to request an application form.



Current Office Opportunities


CUSTOMER SERVICES ASSISTANT


Reporting to Customer Services Supervisor you will be responsible for:

  • Issuing booking confirmations to the customer ensuring all details contained are correct
  • Conducting out-bound calling, responding to email enquiries and written communication to ensure customers have all the information they require to make informed decisions on their holiday and are kept up to date with any changes to their booking.
  • Supporting the administration of holiday cancellations and handling account queries, discussing other available options with the customers when a transfer is in order to retain their custom where possible.
  • Facilitating  the  Incident  Report  process,  informing  all  relevant  persons  in  the  business  ensuring customers are supported where appropriate and relevant steps are taken to resolve or minimise impact on the business.
  • Booking UK rail and Hotel requirements as and when required to enhance the customer's experience of our products.
  • Contact customers to follow-up and resolve over-due payments of balances or deposits.
  • Prepare and dispatch customer documentation ensuring all information and documentation is correct.
  • Arranging Visa's for customers, where required, in a timely manner.
  • Advising the Product Services team of special requests, cancellations and booking changes in order to improve our service to the customers and reduce impact costs to the business where appropriate.
  • Providing support for the Product Services and Sales teams as required with a cross functional and flexible approach to work activities.

A full job description is available upon request detailing full responsibilities. Weekend and evening working are an essential part of the role.

You will also have experience of working in a busy telephone environment and telephone experience in relation to inbound and outbound call handling. You must have strong written English and numeracy skills.

With a good general education you will have working knowledge of Microsoft software packages and have a methodical and organised approach to work, both individually and as part of a team.

Click here for further details of the Customer Services Assistant role.

CLOSING CLOSING DATE:  Tuesday, 22nd April 2014

Applications process:  Email CV and covering letter to Recruitment@greatrail.com



TOUR ADVISOR


OVERALL REQUIREMENT

Reporting to the Sales Team Leader you will be responsible for:

  • The friendly, efficient and professional handling of all customer enquiries through inbound and outbound telephone calls, customer visits, email enquiries and online website/live chat enquiries.
  • Engaging with each enquiry you handle to provide a great customer experience.
  • Maximising the conversion of enquiries into confirmed sales, in accordance with all team processes.
  • The timely and accurate handling of all enquiries, however never in a manner which could be detrimental to the customer experience.
  • Assisting customers with all questions and queries, and where necessary referring them to a relevant, alternate company department.
  • Actively pursuing opportunities to 'up-sell' premium products and services to our customers, and actively supporting and promoting marketing initiatives such as 'low deposit' or 'early booking' offers.
  • Achieving monthly team and individual targets concerning basic sales conversion and the conversion of valuable add-on services, upgrades and extension packages onto bookings.
  • Assisting visitors to the office by attending on-site appointments and guiding customers through the booking process in a face-to-face environment

The ideal candidate will have proven experience of working in a competitive sales and customer service environment and delivering to deadlines and targets. As well as the ability to follow written and verbal instructions you must also have a clear and concise approach in giving verbal and written communication and be able to work under pressure whilst exhibiting excellent attention to detail. You will also have proven telephone experience in relation to inbound and outbound call handling.

With a good general education you will have working knowledge of Microsoft software packages and have a methodical and organised approach to work, both individually and as part of a team.

A full job description is available upon request detailing full responsibilities. Weekend and evening working are an essential part of the role.

Click here for a PDF of the full Tour Advisor job description.

If you are interested, please email CV and a covering letter to recruitment@greatrail.com

Closing Date:  Tuesday, 22nd April 2014



RAIL TEAM ASSISTANT


Reporting to the Rail Team Supervisor you will be responsible for:-
  • Communicate correct information on rail products and services to the Scales and Customer Services teams.
  • Assist all teams in the business with questions and queries about rail products and services.
  • Liaise with other teams in the business to ensure a seamless tour experience for customers.
  • Provide reliable, timely and accurate rail timings and seating information documents for the Tour Mangers, Product Services, Customer Services and Sales teams where relevant.
  • Co-Management (with one other) of Eurostar
  • Create, maintain and develop relationships with Eurostar
  • Work with the suppliers to ensure the special requests and amendments to rail bookings at the request of the customer are fulfilled and ensuring all variations are communicated to the relevant work colleagues.
  • Ensure that initial requests to Eurostar are confirmed as soon as possible and followed up where necessary.
  • Communicate any rail amendments or problems to Product Services, Customer Services and Sales teams where relevant.
  • Support the Rail Team Supervisor in the operating and scheduling of rail transport.
  • Liaise with the Customer Relations team to obtain feedback from customers and Tour Managers regarding rail issues and discuss with the Rail Team Supervisor an action plan to resolve issues arising.
  • Build on constructive positive feedback or prevent issues from occurring in future where appropriate/ possible.

A working knowledge of European Rail Networks will be a strong advantage.

Click here for a PDF of the full job description. 

Closing Date: TUESDAY, 22ND APRIL 2014



AGENCY SALES REPRESENTATIVE - EAST


OVERALL PURPOSE 

Reporting to the Agency Sales Manager some activities you will be responsible for include:

  • Visiting travel agencies on a regular basis to promote the company and
    its products ensuring that each visit ends positively for the Company.
  • Building and sustaining an effective, professional relationship with
    travel agents ensuring that the Company and all of its brands are viewed
    positively.
  • Undertaking an in-depth and thorough competitor analysis and report
    findings to the Agency Sales Manager on a regular basis.
  • Identifying and developing additional trade revenue streams especially
    in the area of e-commerce.
  • Regular contact with all agents in the designated sales area to maintain
    relationships, increase sales and provide product updates.
  • Arranging and undertaking staff training for travel agents at regular intervals within the sales area to ensure the travel agents are aligned with our brand values and
    this comes across to the customer.
  • Attending manager and other cluster meetings to educate travel agents on the range and quality of the products and how to promote and sell them.
  • Developing, in line with agreed budgets, profitable joint sales development, and marketing activity.
  • Drive and participate in trade shows, conferences, consumer shows and other travel agency events.
  • Implement commercial, trading and service level agreements as per agreed strategy.

Weekend and evening working and regular nights away from home are an essential part of the role. We would envisage the applicant to work away from home for no more than one or two nights a week.

The position covers as far north as Doncaster down to North London and Norfolk to the M1 (Leicester/Derby).

Click here for full job description of the Agency Sales Representative EAST. 

Email CV and Covering Letter to Recruitment@greatrail.com

CLOSING DATE: Thursday, 17th April 2014



Current Self-Employed UK Resident Tour Manager opportunities for 2014


The closing date for completed applications, for our next round of recruitment, is Friday 26th SEPTEMBER 2014. We are happy to hold your completed application on file until this closing date, so we welcome your expression of interest and request for an application form at any time.

ALL APPLICANTS MUST BE PREPARED TO TRAVEL TO OUR OFFICES IN YORK TO ATTEND AN INTERVIEW.
(WE DO NOT OFFER SELECTION INTERVIEWS BY TELEPHONE OR SKYPE).



The role of the Self-Employed Tour Manager:


You could be a suitable candidate for the Self-Employed UK Resident Tour Manager role if you have excellent leadership and organisational abilities, can quickly and efficiently solve diverse problems, are diplomatic and friendly, can demonstrate a good understanding of European and Worldwide rail travel, are well-travelled and are available to work in May, June and September (and other times) in 2015.

All of our Tour Managers must be UK resident.

It is preferable to be proficient in a European language in addition to English.


A view from one of our Self-Employed Tour Managers:


"For those who are outgoing and well-organised, have genuine leadership skills, are tactful and discreet, like and are interested in people, appreciate beautiful scenery and wonderful city sights and can impart enthusiasm to others, are unflappable, and enjoy travelling by train, there are few jobs more enjoyable and fulfilling than to be a Tour Manager for Great Rail Journeys.

"But it's hard work too. It's crucial that you prepare carefully for each trip. As soon as you receive your allocation of tours, it's sensible to start reading up on where you are going and what you are likely to see. You don't need to be a walking Beidecker on each city you visit, but it's as well to learn in advance a bit of the country's history, its system of government, familiarise yourself with local customs and laws. In most places GRJ offers a superb local guide who knows more about the attractions of their city than you will ever learn from a guidebook - rely on them to provide the local colour and knowledge.

"You should aim to be that sort of dinner guest who can chat intelligently to strangers about interesting things without boring them rigid with too much detail and trivia. Be willing to listen as well. You'll find some really interesting people take part in GRJ holidays - doctors, lawyers, police officers, civil servants, teachers, priests, captains of industry. Sometimes they want to remain incognito - even if they tell you their secrets, they may not want others to know, so be sure you respect confidences. You will enjoy their company: do your best to get to know every one of them individually during the course of the holiday.

"It's vital that you plan each day with great care. Make sure you know where you are supposed to be meeting your passengers and when. Check out in advance which platform your train is leaving from, and where in the train your reserved seats are. Be willing to be firm (but courteous) if others are sitting in your allocated seats. Watch out for pickpockets everywhere, especially on busy stations where you have only a short time to connect trains. Think through where and when your passengers will be able to get some refreshments, and don't forget to plan loo stops!!

"The service you get from the GRJ office in York is superb. Not only are they very, very nice people, they're efficient as well, and there to help you. Don't bother them with trivia, but don't be afraid to ask if there's something about your holiday you don't understand. Above all, read the tour manager's notes sent to you by the York office several times, and follow the instructions to the letter."

Experience
  • Book with the UK’s leading rail holiday operator with over 30 years’ travel experience
  • Our Tour Managers and experienced local guides share their in-depth knowledge of each destination
  • Choose a fully escorted tour or speak to our experienced Travel Consultants about a tailor made holiday
Value
  • Our tours include rail travel, transfers, a Tour Manager, quality hotels and many meals
  • Enjoy a full programme of exciting excursions, guided tours and sightseeing
  • Every holiday covered by the exclusive Great Rail Journeys Price Promise
Service
  • Speak to a dedicated team of Tour Advisors based in our York offices
  • Flexibility to add UK rail, domestic flights, overnight hotels, upgrades and tour extensions
  • Our service has been recognised in The Telegraph Travel Awards and British Travel Awards
Fully Protected
  • Great Rail Journeys is a member of ABTA and AITO
  • All flight inclusive bookings are ATOL protected under license 3278
  • Online bookings are secured by Thawte and payments are processed using Verified by Visa or MasterCard SecureCode technology
 
ABTA No. V2170
ATOL 3278
AITO
CLIA
Sustainable Tourism - 3 star
British Travel Awards 2013 - Best Overall Holiday Company by Train
The Telegraph Travel Award 2011
IIC
Opening Hours (EST)

Easter Monday

5:00 AM - 11:00 AM

Tuesday

3:30 AM - 3:00 PM

Wednesday

3:30 AM - 3:00 PM

Thursday

3:30 AM - 3:00 PM

Friday

3:30 AM - 2:00 PM

Saturday

4:00 AM - 12:00 PM

Sunday

5:00 AM - 11:00 AM

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