Business Travel Team Leader

Business Travel Team Leader

Full time permanent work

Negotiable basic salary up to £29,000

East Kilbride offices

CLT Recruitment are working closely in partnership with a TOP 10 UK based travel management company, due to continued success our client has huge growth plans in sight, our client seeks a Business Travel Team Manager to join their team immediately.

If you have previous management experience within travel, then we want to hear from you!

Purpose of Role / Overview
The key purpose of this role is to lead, coach and motivate a growing team of Business Travel Consultants to deliver a professional, high standard quality customer service to all customers. To ensure that all business objectives and ISO company standards are met and to maximise branch sales and profitability.

Accountabilities

• Assist the Operations Manager to improve individual and team performance, ensuring that business targets and KPI’s are achieved.
• Constantly review operational and administration processes in conjunction with the company and ISO standards.
• Ensure that the branch operates efficiently and effectively, and all admin queries are dealt with and answered in a timely manner.
• Investigate and log all complaints and queries in a timely and efficient manner ensuring that customer service is paramount and CSAT and NPS scores are in line with business requirements
• Ensure the branch and shifts are adequately staffed at all times, taking in to account annual leave and peaks and troughs of the business.
• Identify and escalate any back-office systems errors or processes which give cause for concern. coach and develop members of the team, keeping them engaged and motivated.
• Hold regular team talks with the team to ensure they are kept informed about branch performance against targets and any key issues which may affect them.
• Monitor the team to achieve KPI's on phones and email enquiries & actively listen in to calls to ensure that the branch delivers high standards of customer service.
• Identify areas of training and development within the team and put plans in place to support them.
• Assist with the implementation of new clients into the branch.
• Deputise for the Branch Manager in their absence, ensuring that the branch continues to run efficiently.
• Achieve own targets and lead by example.
• Support the operations manager with HR issues.

Main Deliverables

• 
  Achieve personal and team targets.
• Client retention and the achievement of CCS contract KPI's Branch standards to be in line with the ISO procedures manual.
• Personal development plans in place for all team members and reviewed regularly.
• Challenge underperformance by setting clear objections and action plans where necessary.
• Issues resolved where possible and escalated to your line manager where necessary
• Team is up to date and informed on weekly and monthly sales figures and P&L, internal communication client updates.

Essential

• Excellent customer service skills Experience of working with NPS and CSAT scores
• Evidence of supporting and motivating a team/person, would be advantageous.
• Excellent customer service skills Experience of working with NPS and CSAT scores.
• Exceptional communication skills both verbal and written
• Ability to problem solve by negotiating to achieve amicable solutions and having a professional approach to matters under stressful, pressurised and demanding environments
• Demonstrate a sound knowledge of financials by being commercially aware.
• Ability to deal with conflict and personnel issues in a calm manner.
• Ability to think logically and consider all relevant aspects with strong analytical skills
• Customer service/business travel/management qualifications that may be relevant to role.

Interested to find out more? If so, apply now or send your CV to Craig@cltrecruitment.com