Online & Support Consultant

Overview and what we offer

• Mon - Friday 37.5hrs
• Location - East Kilbride
• Refer a friend for £1000 bonus (unlimited)
• Generous holiday entitlement
• Day off for your birthday
• Staff awards
• Hotel and airline discounts
• Employee Assistance Programme

OUR COMPANY CULTURE IS Bright, Energetic, Fast‑Paced and Rewarding, where we PROVIDE you with the opportunity for a brighter FUTURE!

Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At Clarity we not only listen, we adapt and we deliver.

We're a global, multi‑award‑winning Business Travel Company, making business travel straightforward by getting our customers where they need to be for work – safely, efficiently, and cost‑effectively. We deliver the right service at the right moment through cutting‑edge technology and exceptional customer service. Our team of over 800 industry experts serves progressive businesses and organisations worldwide.

Clarity Business Travel is part of The Portman Travel Group and includes Brighter Event, Elegant Resorts, If Only and Destination Sports Group.

• Answer incoming calls, emails, and live chat interactions promptly, providing exceptional customer service.
• Use questioning techniques and resources to assist clients in achieving self‑service with Online Booking Tools.
• Manage after‑sales tasks including adding ancillaries, processing changes and cancellations, and ensuring full booking completion.
• Continuously meet service level agreements (SLAs) for query resolution and after‑sales support.
• Collaborate with team members to ensure smooth operation and timely resolution of customer issues.

• High customer satisfaction with minimal complaints, measured through surveys and client feedback.
• Resolution of queries within agreed SLAs, ensuring timely responses to client requests.
• Achieve personal and team targets related to client retention, booking accuracy, and after‑sales support.
• Maintain client online retention by offering tailored solutions and excellent service.
• Meet environmental and energy business targets as part of the company’s overall objectives.

• Client‑focused with a strong commitment to delivering exceptional customer service.
• Adaptable and flexible, able to adjust to different client needs and changing priorities.
• Resilient under pressure, focused on meeting targets and deadlines without compromising service quality.
• Detail‑oriented, able to maintain accuracy when managing complex itineraries and client requests.
• Professional and trustworthy, maintaining confidentiality and adhering to compliance and security protocols, especially in sensitive corporate and government contexts.
• Team player, eager to contribute to team success and share knowledge to improve collective performance.