NAME OF ROLE
Online Support Analyst / (HR TO COMPLETE)
PURPOSE OF ROLE
The purpose of the role is to offer comprehensive support to all online clients pre and post booking. An in depth understanding of all online booking systems is required as well having excellent technical knowledge, the ability to effectively problem solve and a high standard of accuracy are all imperative qualities required for this position along with excellent communication skills.
KEY OUTCOMES
  • Build new clients into all booking systems in a timely manner to encourage active trading as soon as possible.
  • Deal with any system issue within SLA’s and be able to make the booking for the client if the issue is not resolved straight away.
  • Ensure that incoming calls are answered promptly and professionally in line with the business customer service standards.
  • Develop an in-depth understanding of clients’ online needs and expectations and ensure that the online systems are configured in line with these requirements
  • Ensure all communication both written and verbal is professional, accurate and conducted in a timely manner.
  • Process queries and amendmentsas requested by the clientin a timely and accurate manner and in accordance with the standards laid out in the SLA.
  • Liaise with system suppliers to ensure that any issues are dealt with promptly and effectively.
  • Testing of any new systems and dealing with any bugs and issues effectively by means of internal and external communication
  • Accurately process updates and amendments to the self booking tools to ensure that information provided to the customer is accurate and up to date.
  • Ability to demonstrate and train clients on self-booking tools.
  • Be able to dial into client PC’s to help guide the client through the systems.
  • To fulfil all the rail ticketing & Rail refunds for online clients and post accordingly to the client
  • Amend or cancel any booking at the clients request
  • Deal with any queries from accounts in relation to Online bookings
  • Help and support CTM in minimising or eradicating the harm our business operations inevitably inflicts on the environment
  • All Clarity staff must report any loss or compromise of confidential information in any form of media (e.g. paper, electronic) to the Business Support Team through the Security Incident Report form, which can be found on the Connect.
/ PERFORMANCE MEASURES
  • High levels of customer satisfaction. Low levels of customer complaints
  • No outstanding transactions and error rate kept to a minimum
  • Resolution of queries within agreed SLA’s
  • Positive feedback from clients regarding support monitored by the satisfaction surveys
  • Client Online retention
  • Over 80% pass on the call monitoring
  • Environmental & energy business targets met

SCALE: PEOPLE
Reports to: Online Support Manager
Number Direct Reports: 0
Total number reporting: 0 / PLANNING HORIZON
  • Generally reacting to day to day queries, sometimes able to plan work sequence up to a month ahead
  • Work is allocated daily, with a small amount of latitude to decide sequence

SCALE: FINANCIAL
Directly responsible for: n/a
Indirectly responsible for, or has significant impact on: n/a / COMPLEXITY
  • Booking system problems
  • Dealing with queries from a wide range of customers
  • Inability to determine the daily level of calls
  • Knowledge of a number of different booking tools

KEY RELATIONSHIPS (other than with manager or reports)
  • External Customers - to deliver online solutions, respond to queries and resolve issues
  • System Suppliers – to resolve issues relating to system programming
  • Internal staff relating to Online clients
/ FREEDOM TO MAKE DECISIONS
  • Provide input into new processes
  • Determine order of own daily/weekly tasks
  • Make recommendations to improve efficiency

CLARITY BEHAVIOURAL COMPETENCIES / LEVELS REQUIRED / RATIONALES
1 / 2 / 3
Collaboration & Teamwork / 
Communication / 
Results Focused / 
Reasoning / 
Service Focus / 
Positivity /  / .
Co-operative Commitment / 
KEY EXPERIENCE, KNOWLEDGE & SKILLS
  • Outstanding attention to detail
  • Computer literate with experience of email and web based programs
  • Able to work remotely and on own initiative
  • Excellent communication skills both verbal and written
  • Ability to think logically and consider all relevant aspects
  • GDS proficient (desirable)
  • Working knowledge of airline, rail fares and ticketing (desirable)
  • Able to work under pressure
  • Accuracy and ability to follow instructions
/ FOCUS OF ROLE
(Shows the relative time spent on the activities below to give an impression of what the role will feel like in terms of balance of activity.)

POTENTIAL DE-RAILERS
  • Fails to communicate effectively, accurately and professionally customers
  • Compromises on attention to detail
  • Unable to work effectively remotely
  • Lack of technological awareness

WOULD SUIT SOMEONE WHO……
  • Is self-motivated
  • Has a passion for customer satisfaction
  • Can remain calm in a pressured environment
  • Has previously been in a business travel role

CTM.021 Version: 02 Issued: 18/8/16