Inside Look: Holly Jenner
What’s your role & how long have you been working here?
I have been at CTM for just over 10 years now and my role is the Online Customer Services Executive. I manage a team of 6 looking after all of our online clients, servicing the online systems, assisting with the implementation to online plus managing the Groups Department.
Tell us a little bit about your background, what were you doing before joining CTM?
I’ve been in the travel industry for 14 years and started out in leisure working for BA Holidays in Brighton. Due to an office relocation I moved on after 2 years and began working for American Express Centurion Travel which moved me more into the business side of travel. Centurion is an elite credit card and is only offered to those whose minimum spend is £250,000 so this enabled me to start building a reputation and relationship with frequent, high spend travellers who expect a certain level of service.
On an average day, what do you spend most of your time doing?
My role is varied and no day is the same as the last, which is how I like it. Rather than spend the majority of my time doing one specific task, I am constantly monitoring the online systems, assisting team members and ensuring each enquiry is turned around swiftly and efficiently.
What specific skills does the job require?
With the volume of work that goes through my team you need to be highly organised and able to manage the different aspects of online, while ensuring our Service Level Agreements are met. Patience and delegation are a must and team work is key.
And what are the main challenges?
The team manages our 4 online systems as well as monitoring over 6 different inboxes and it can be quite challenging to divide your time between the emails and phone calls that come in.
Can you tell us about a time when you went ‘the extra mile’ for one of CTM’s clients, or about a specific problem which you solved for a client / partner and how?
During the Volcanic Ash Cloud incident that caused major problems a number of years ago one of our clients had several travellers stuck out in the USA. It was very difficult and time consuming to find flights that not only had space available for all passengers but was actually able to fly back to the UK.
Against my advice they took it upon themselves to drive to another location, as the airport was much larger in the hope they would be able to find a flight. However this led them to become stuck in the USA for a longer period. Thankfully I was able to find last minute accommodation followed by flights that not only enabled the travellers to return to the UK together but was at a reasonable cost.
What do we offer which makes us stand out? In your view, why do our clients choose us over any other TMC?
CTM has a duty of care to our clients which I believe makes us stand out over other TMCs. We know where and when our travellers will be so that if an incident occurs we can swiftly and efficiently assist with alternative travel arrangements and most importantly ensure our clients are safe.
Our new online system places us ahead of other companies as we are the first TMC to build a system in-house using the latest technology which is user friendly and adaptable to any client's needs.
What is it about the job that you most enjoy?
I like the challenges of running a team and ensuring we offer a high level of service and maintaining our standards. CTM does not just book travel – we are completely dedicated to our clients’ needs and requirements and the team will push the boundaries to offer the best service we can.
Are there any particularly interesting projects you’re working on, either at the moment or on the horizon?
I have just taken over the implementation of the online side of our operations for our clients, working closely with Tom the Online Client Services Manager. This role is to set up new and existing clients on our online system with an aim to go live shortly after and, working alongside the Account Managers, ensuring the changeover is a quick and easy process for our clients.
Do you have a favourite travel destination and why?
I have done a fair bit of travelling but still have quite a few places on my bucket list.
Orlando was a great place to travel to as there is so much to do, especially if you enjoy theme parks, plus you have the weather to go with it. Saying that you can beat a nice, relaxing beach holiday and I find Turkey to be one of the friendliest places to holiday in.