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8 months ago
Halmer Recruit
Salary: £29000 - £30000 per annum + Benefits
Location: UK
Job type: Permanent
Contact: LESLEY BRADE
Category: Business Travel Jobs
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Lead Corporate Travel Agent - Homeworking

I am currently recruiting for a global leader who deliver products and services across the Loyaly, Lifestyle Benefis, Insurance and Assistance sectors.

With over 25 years' experience the group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers.

Collinson Group is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits, Insurance and Assistance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers.

Lead Agent

The Lead Agent will join this high profile Out of hours Business Travel Operations team and it will be remote based. As a Lead Agent you will be expected to deputise in the absence of the Team Leader and provide on shift support to the wider team. You will assist in all operational matters to ensure the smooth running of their 'out of hours' service.

Key Responsibilities

  • Supervision and support of agents (Team)
  • Ensure all work is prioritised and completed by end of shift or within deadline.
  • Provide structure to the shift by assigning breaks, lunches and non-call related tasks around peaks and troughs in call volumes in order to meet service level.
  • Create an environment for agents where they are aware of calls queuing and do whatever possible to answer calls within 30 seconds in order to meet service level.
  • Ensure each agent has everything they require to successfully service client's requests.
  • Support the Implementation of procedural changes and requirements of existing and new clients.
  • Ensure each agent is available to take calls when not on breaks and lunch. Availability target is 80% of their working day.
  • Identify issues with the operational running of the team and take proactive steps to correct. Always communicate issues and suggested actions (Or actions taken) to Team Leader
  • Take escalated calls from agents when necessary in order to reduce complaint rates
  • Provide operational 'problem solving' support to agents on shift.
  • Be aware of staff morale and take steps to raise morale if required.
  • Foster and maintain open communication style and leadership culture.
  • Intervene on staff disputes and liaise with TL when necessary to ensure correct actions are taken.

Travel Consulting

Book air, car and hotel reservations using multiple Global Distribution Systems (GDS) for all types of Business Traveller

  • Provide outstanding customer service
  • Take responsibility for the customer request and assist in a professional manner
  • Understand and execute effective sales techniques
  • Understand intricate international airline fare rules
  • Understand & execute intricate international airline ticketing
  • Complete all GDS procedures accurately and update file with clear notes
  • Log all calls and transaction details correctly in system for billing purposes
  • Works as part of a close knit team supporting each other in service delivery
  • Pull over & understand company BAR instructions
  • Book & confirm Hotels, Cars, Transfers, Euro Star & any third party requirements for clients set out as per company instructions
  • Basic knowledge of Visas and travel requirements
  • Good knowledge UK ,European and International Airports and Airlines
  • Handle and overcome objections in a professional yet effective manner
  • Develop strong relationships with internal & external customers

Skills and Experience:

  • Prior experience
  • Basic knowledge of Visas and travel requirements
  • Good knowledge UK ,European and International Airports and Airlines
  • Handle and overcome objections in a professional yet effective manner
  • Have full knowledge of all products in relation to the business
  • Have full knowledge of all systems and telephony to execute role
  • Completed conversant with 3 GDS's (Amadeus/Galileo/Sabre)
  • Fully trained on fares and ticketing.
  • International Business Travel experience as well as Domestic Business Travel is a must

Person Specification:

  • Open and approachable style
  • Lead by example at all times in words and actions
  • Flexibility
  • Proactive professional approach
  • Computer literate
  • Able to self-manage time and ability to multi-task, organize and prioritize
  • Patient, tolerant and tactful personality with an ability to show a sense of humour
  • Must be able to communicate with people at all levels
  • Self-motivated with the ability to meet given targets
  • Commitment to shift patterns that include weekends and evenings.

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