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Inspiring growth, changing people's lives
Salary Details:
£21,500-23,500 pro rata
Vacancy Type:
Fixed Term Contract
About The Role

DiamondAir are seeking proactive and driven individuals, with the expectation to provide expert travel and concierge services to clients, and exemplary customer service at all times. As a member of a global operations team, you will be expected to work in a high pressured and dynamic environment.  In a growing and vibrant company, there is much opportunity for career growth and development. The COVID Test Concierge/Global Reservations role is a paramount and central position within DiamondAir International. As a Services Advisor, you will be responsible for ensuring the effective and efficient operation of the DiamondAir International Global Reservations/COVID Team. 

Main Responsibilities:

  • Exhibit a high degree or professionalism and provide effective first-class customer service experience to all prospective, existing clients and stakeholders.
  • Manage onboarding of new customers and provide training on DiamondAir products, and services.
  • Provide advice on COVID Test products available, international travel restrictions and Government specific COVID testing requirements
  • Manage end-to-end reservation lifecycle, including set-up, processing, and service coordination.
  • Have expert knowledge of the business processes and associated products which DiamondAir sells to help clients make informed choices.
  • Be proactive in upselling DiamondAir products and services in line with given individual and team targets, and in order to support business strategy and marketing campaigns.
  • Manage time to ensure contract service level agreements and client expectations are managed and met for individual and department demands.
  • Ensure that all client requests are processed accurately and proactively manage and resolve any issues or complaints.
  • Drive service improvements, department skill levels, operational efficiency initiatives and client results upwards, including process definition, documentation and deployment to the rest of the department.
  • Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to department processes.
  • Build and maintain effective long-term relationships with key senior-level decision makers and influencers, both within Strategic clients and wider client base.
  • Assist the team in trouble shooting any relevant operational issues.
  • Monitor and be able to provide reports on own performance against set KPIs and objectives.

About You
The ideal candidate for this role will have previous experience within hospitality, travel or aviation sectors as well as demonstrating the below skills.
  • Reliability and trustworthiness – Self-starter, self-motivated, able to work on their own with minimal supervision and guidance, be punctual and a trusted member of the team.
  • Excellent written and verbal communication skills – Ability to communicate with people at all levels in verbal and written form. Ability to compose written correspondence with clients in a professional manner, representing the DiamondAir culture and brand accurately, clearly and in concise and friendly manner. Ability to hold verbal conversations with clients when required.
  • Issue management – Ability to be tactful and diplomatic when dealing with difficult clients.
  • Organisation and Time Management skills – Ability to manage multiple tasks and priorities where required, whilst meeting SLAs, maintaining a high level of accuracy and productivity.
  • Problem solving – Ability to trouble shoot client issues and use a combination of process and common sense to ensure that the issues are resolved satisfactorily for the client. Ensure issues are escalated where relevant without creating delay in meeting client SLA’s.
  • Creative Thinking – Ability to think creatively to ensure that we always try to deliver to the client whilst working without DiamondAir International’s best practice guidelines.
  • Team contribution – Ability to work with the team and effectively collaborate when required. Contribute to the improvement and objectives of the team.
  • Computer skills – Proficient in using Office 365 Applications (e.g., Teams, Outlook, Excel, Word) CRM system experience desirable
About The Company
DiamondAir International are the pioneers of the Airport Concierge concept over 25 years ago. Head Quartered at London Heathrow, our VIP Airport Meet & Assist services were designed to add a premium and stress-free experience to passenger’s post and pre travel time.