The Operations Department consists of seven key areas.
- Contact Centre
- Customer Services
- Customer Documentation Team
- Deviations Team
- Transport Team
- Tour Logistics Team
- Tour Manager Team
Customer care and excellence is at the heart of our business and plays a key role within the Operations Department. Prior experience in a customer-related environment with a focus on customer service is essential, as well as experience working in a busy contact centre environment. Our team are passionate about travel, and have travelled the majority of the globe between them.
As a member of the Contact Centre team, you'll be the voice of Great Rail Journeys and the first point of contact with our customers. You'll be the first to answer all customer calls and ensure they are directed to the appropriate person or department. Within the team you will be assisting to manage our Front Desk that greets all customers and guests into the business, having a friendly face on first interaction helps to build the customer excellence we are so proud in delivering.
Organisation is key to this team as they support the Customer Service department to manage basic tasks during peak periods.
Our Customer Service team pride themselves on providing outstanding support to our customers. The team deal with all post-sale/pre-departure customer queries, anything our customer wishes to know about the tour they are travelling on will be directed to the team.
Customer Documentation Team
Documentation is essential when travelling on our tours. We strive to deliver our customers with a full detailed itinerary prior to joining, along with any additional information we feel will make our customers tour enjoyable.
Any customer that would like to add on an additional element of the tour or look to upgrade their transport or accommodation have a dedicated team to support with these requests. The Deviations Team liaise with our suppliers to facilitate the customers' request(s), ensuring all details are confirmed and finalised with all parties.
The Transport team are the hub of our business, without the dedication and expertise of this team we would not be able to run the fantastic tours we offer. The team negotiate and liaise with suppliers ensuring we deliver our competitive rates and superb class of travel.
The Tour Logistics team work closely with our Tour Managers. They control all the logistical arrangements of our holidays, liaising with suppliers and Tour Managers to ensure all tours go as planned.