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Call Centre Travel Manager

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Salary: Not Specified


Greater London, London

Job Advertiser

Travel Trade Recruitment
Registered: 16 Jul '14
Postings: 5
Followers: 0, Following: 0

Job Reference: RB22988

Job Duration:

Start date: ASAP

Description:

My client, a specialist travel company based in South Essex are seeking a Call Centre Manager to manage a team of 19 Customer Service Consultants. You will be responsible for monitoring the teams individual performance and ensuring all travel documents including ticketing, pre travel information and itinerary change letters are proofed, aswell as dealing with escalated complex complaints and offering appropriate advice to the customer service team to ensure repeat bookings are maximised, and losses to the company are minimised. If you have a proven background in managing a team, strong complaint handling experince within the Travel industry,and understand ABTA regulations we would love to hear from you.

JOB DESCRIPTION:

*Ensuring all travel documents such as ticketing, pre travel information, itinerary change letters etc are all proofed.
*To ensure that any pre-travel complaints arereplied to within 48 hours.
*To monitor the multiple email inboxes and ensure responses are sent with 48 hours.
*To monitorthe incoming phone calls and ensure the team are aware of the importance of reaching our service level target.
*To review theweekly call figures and inform the team of their progress.
*To develop methods to increase the call service level.
*To takeany calls from the team that have been elevated to Management level.
*Reviewing calls with staff and coaching the team when necessary.
*To create a team rota, six months at a time, to ensure adequate and continued cover.
*Enforce weekly team briefings,to ensure the team are always fully up to date on all matters.
*Hold annual appraisals with each member of staff, reviewing their progress and encouraging personal development by setting targets.
*Assisting with the teams' general HR matters.


EXPERIENCE REQUIRED:

*Previous experience working within the travel industry is essential.
*Previous experience of managinga team is essential.
*Familiarity of standard HR procedures will be beneficial
*Experience dealing with complex pre departurecomplaints within a travel company
*Excellent written and spoken English is essential
*A natural flare for problem solving
*Experience in liaising directly with customers and suppliers with an empathetic and patient approach
*Excellent attention to detail
*A thorough understanding of ABTA and ATOL guidelines

THE PACKAGE:

*The successful candidate can expect a competitive salary depending on experience
*Standard office hours: Monday to Friday from 09.00 to 17.30hrs
*A workplace pension scheme- following three months of continuous service
*On-Site Parking
*Travel discounts on selected products and services

INTERESTED?

If you have the relevant experience required for this role and wish to apply for this position, please follow the instructions to apply or email and attach your CV to regis@traveltraderecruitment.co.uk

Industry: Travel and Tourism

Salary:

Salary Benefits:

Vacancy Type: Permanent

Job Skills: -

Contact Name: Regis Banza

Website: -

Direct Application URL: -

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Position Details

Advert Ref: #2896481
Posted: 18 Feb '20
Visits: 36