Product Support Specialist
Employer: CT Travel Group
Location: Hybrid role with a minimum of 2 days in the office at any of our offices – London, Tunbridge Wells and Hessle (Hull). Flexible for the right candidate and would accept a remote worker provided they were flexible for occasional travel when required.
Working hours: Full time, 37.5 hours per week
Salary: £28,000 – £35,000 per annum (dependant on experience)
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Full time, 37.5 hours per week
Hybrid role with a minimum of 2 days in the office at any of our offices – London, Tunbridge Wells and Hessle (Hull)
£28,000 – £35,000 per annum (dependant on experience).
The ‘Good’ things you can get:
Birthday day off work
Pension Scheme
Life Assurance
Health cash plan
Gym and retail discounts
YuLife Wellbeing & ESG app
Employee Assistance Programme and Virtual GP
Family friendly policies including enhanced Mat/Pat leave and SPP
Free Will writing service
Employee Referral Scheme
Employee Service Award Scheme
Employee Volunteering and matched charitable donations
Social events
Personal & professional development budget
Discounted Travel
Educational trips
We are looking for a Travel Support Specialist to join our Travel division at an exciting time in its journey where two recently travel management Companies have merged (Good Travel Management and CT Travel Group). This has developed into an £85m+ turnover company, with ambitious growth plans.
We are part of high growth, innovative 6th generation family business – John Good Group, who over the past two years have undergone considerable transformation and growth, including multiple acquisitions in several sectors.
The role is an exciting opportunity for anyone with a keen desire to develop and grow.
Some key aspects of the role will include:
Customer Service Excellence: Act as the first point of contact for internal and external users requiring assistance with travel technology platforms. Provide timely, empathetic, and effective support to resolve issues and enhance user satisfaction.
Change Management: Support the rollout of new technologies and system enhancements by coordinating testing, training, and communication. Ensure smooth transitions by anticipating user needs and mitigating resistance to change.
Problem Solving & Technical Support: Troubleshoot technical issues across booking tools, mid-office systems, and integrations. Collaborate with vendors and internal teams to resolve complex problems and implement sustainable solutions.
Knowledge Sharing & Training: Develop and deliver training sessions, user guides, and best practice documentation. Promote knowledge transfer within the team and across departments to elevate system literacy and confidence.
Operational Efficiency: Monitor system performance and user feedback to identify opportunities for improvement. Contribute to the refinement of workflows and support processes to reduce friction and increase productivity.
About you
Industry experience with travel technology background
Strong GDS Experience, with previous experience of working with online booking tools
Travel industry knowledge of fares and ticketing
Proven track record in working in a support environment
Ability to take control of a user support issue, good ability to trouble shoot give the end user confidence
Excellent customer service skills & customer experience
Ability to gather information and demonstrate a methodical approach to trouble shooting
Proven track record in training
Strong verbal and written communication skills
IT literate – excellent Excel / Word / Teams / PC skills
Analytical Mindset
Diversity
We respect and value difference and seek to create an inclusive workplace which promotes and values the diversity of our employees. We believe in promoting an environment where everyone, from any background has access to the opportunities to grow and succeed.
Recruitment Agencies
Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers.
GDPR
John Good Group care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV, you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.
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