Customer Services - Groups Reservations Agent

Customer Services - Groups Reservations Agent

Location: Flexible – Alderney, Guernsey, UK or Remote

Aurigny are looking for a motivated and organised Groups Reservations Agent to join our Customer Services team. This is an exciting opportunity to manage group travel arrangements, support our customers and build strong relationships with travel agents, sporting clubs, tour operators and other organisations.

Reporting to the Head of Customer Services, you will take ownership of group bookings from initial enquiry through to payment and travel, ensuring reservations are accurate and customers receive an excellent standard of service. You will become a key point of contact for group bookings at Aurigny, helping customers plan their journeys with confidence.

What will you be doing?

Your key responsibilities will include:

• Managing group reservations: Process bookings accurately, ensuring passenger details and reservation information are correctly recorded.
• Building relationships: Liaise with travel agents, sporting clubs and tour operators to understand their requirements and recommend suitable booking options.
• Developing partnerships: Build and maintain relationships with external agencies, becoming their first point of contact for group bookings.
• Maintaining records: Keep the group contacts database accurate and up to date.
• Monitoring payments: Collect deposits and outstanding payments in accordance with booking terms and conditions.
• Supporting disruption management: Assist groups affected by flight disruption, including fog and technical issues, providing clear communication and rebooking support.
• Supporting Customer Services: Assist with Business Plus enquiries and reservations, customer service emails, refunds and claims.

You will also support the wider team as required, helping ensure the smooth running of the department.

What are we looking for?

We are looking for someone who is customer-focused, highly organised and confident managing their own workload. You will be comfortable communicating with a variety of customers and partners while balancing competing priorities.

To succeed in this role, you will have:

• Excellent customer service, interpersonal and communication skills.
• Strong organisational skills and exceptional attention to detail.
• Good working knowledge of Microsoft Excel, Word and Outlook.
• A proactive approach, with the ability to work independently and use your own initiative.
• The ability to work under pressure and meet tight deadlines.
• A methodical approach to managing bookings, payments and customer enquiries.
• Professionalism, self-motivation and the ability to resolve challenges efficiently.
• A flexible approach to working hours when required.

Previous experience in reservations, travel or customer service would be beneficial but certainly not essential. Above all, you will be someone who takes pride in delivering excellent service and getting the details right.

Why join Aurigny?

Aurigny plays a vital role in connecting the Channel Islands with the UK and beyond. As part of our Customer Services team, you will help deliver a positive travel experience while building valuable relationships with customers and business partners.

With a flexible location of Alderney, Guernsey, the UK or remote working, this is an opportunity to take on a varied role where your organisation, initiative and customer care will make a real difference.

If you are organised, proactive and passionate about helping customers, apply today and become an important part of Aurigny’s Customer Services team.