Full time, 37.5 hours per week
Office/Hybrid role based at our Head Office in Hessle (Hull, East Yorkshire). However, flexibility to travel to our office based in Central London (Pall Mall) is essential, as well as travel for client related meetings.
£26,000 – £28,000 per annum (dependant on experience).
Plus up to 10% annual bonus based on personal and business performance.
We are looking for an enthusiastic Client Success Consultant to join our business at an exciting time for its growing Business Travel Division. Good Travel Management, which acquired and merged with CT Business Travel in October 2024, and now operates as Good Business Travel under an umbrella brand, The Good Travel Collective. The current turnover of the combined businesses is just over £90 million and it’s our ambition to double the size of the business over the next five years.
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. As a192-year-old family-owned business there is a strong and longstanding focus on social impact and being one of the first operationally Carbon neutral Travel Management Companies and aligns with its 3 pillars – People, Planet, Performance.
This role is an exciting opportunity for anyone with a keen desire to develop and grow within a standout Travel Business.
Some key aspects of the role will include:
- Onboarding Support: Working closely with the Implementation Team to ensure new clients are set up smoothly.
- Establish trust and rapport with new clients during onboarding and early trading period.
- Own relationships with new clients for the first 6-9 months of trading ensuring a smooth transition from front book (client success) to back book account management. Seamlessly transitioning through the onboarding process and offering account management responsibilities during this time such as reporting, building rapport and maintaining regular communication with the client as agreed during this period.
- Front book account management responsibilities to include monitoring client activity, encouraging adoption of online booking tool (where applicable) and ensuring client satisfaction.
- Assist in addressing client queries and escalate complex issues to senior colleagues when needed.
- Ensure that communication channels are well established with all the projects stakeholders (Sales, Implementation and Account Management team) to provide a seamless client experience.
- Manage and communicate scope change, timelines and quality, in agreement with clients and key stakeholders.
- Support the Sales and Implementation team with some administrative support
About you
- Exceptional organisational and time management skills
- Excellent communication skills and a client-focused mindset
- Outstanding customer service skills both internally and externally
- Ability to learn quickly and adapt in a fast-paced environment
- A great team player with a collaborative approach
- Strong interpersonal and communication abilities
- Positive attitude
- Ability to self-manage and prioritise deadlines
- Ability to work on multiple tasks/projects at the same time
- Adept at using Microsoft office (Word, Excel and PowerPoint)
- Strong written and telephone skills
- Flexibility
- A good understanding of Online Booking tools
- Previous travel experience is desirable but not essential
Desirable:
- Previous travel experience is desirable but not essential
- A good understanding of Online Booking tools
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.
