Lead Business Travel Consultant Job (London, GREATER LONDON, GB)

Travel Job Offer by American Express: Lead Business Travel Consultant Job (London, GREATER LONDON, GB)

Since American Express first entered the travel business in 1915, their Consumer Travel Network has grown to one of the world’s largest travel networks.

Lead Business Travel Consultant-14001926

Description
Lead Agent to join a dedicated client teams based in our Business Travel Centre in London. The Lead agent will support the Team Leader in day to day operational activities:

Responsibilities:

· Responds positively to customers by making reservations for business travellers accurately and efficiently, aiming to complete the transaction at the point of sale. Completes any service requests and sells related products such as car hire and hotels. Ensure customer traveller profiles and details are accurate. Makes the customer aware of their company travel policy, and communicates this to ensure adherence

· Provides advice on visa, passport and security requirements relating to the destination and confirms the issuing details for each reservation

· Makes recommendations for improvement to processes, technical of otherwise, to ensure maximum quality and efficiency. Flags issues for resolution to team leader

· Undertakes self-development and training to enhance skills to ensure achievement of both personal and business goals

· Develops a solid understanding of the corporate travel marketplace, and the key drivers for our customers. Have completed the customer cultural training for their customers if applicable, advises new recruits on customer specific processes

· Acts as first point of contact for team day to day queries/assistance

· Assists with the leadership and development of the effectiveness of the team through 1:1/mentoring, coaching and feedback. Assists with team training activities and helps to develop skills within the group

· Monitors the team quality of work by regular PNR checks and Call Monitoring.

· Assist with the clearance of ADMs

· Assist with spectra’s/ticketing assistance

· Undertakes self-development and training to ensure enhancement to leadership skills.

Additional responsibilities – In absence of Team Leader

· Attend weekly Team Leader meeting

· Monitors IEX/Ayva to ensure Corporate Travellers calls are answered in line with SLA’s

· Assist with Team planning, attend daily SLC huddles reporting any absence, training and ahoc training of team members

· Conduct team meetings to share the teams successes, challenges

· Delegation of work when necessary

· Update team daily on any updates or urgent information

· Assist with re issues/adcols within team

· Encourages open communication and fosters an environment where team members feel able and willing to offer improvement ideas

· Resolve complex service issues promptly and effectively with focus on exceeding customer expectations by liaising with customer service and team members. Actively encourage team members to own resolution of service issues and provide the necessary skill coaching

· Supports overall office Goals and performance

Qualifications

· Technical telephone skills

· Excellent telephone manner

· Technical knowledge

· Knowledge of travel products including GDS and travel geography

· Knowledge of customer services

· Understanding of customer requirements

· Time management

· Leadership skills

· Organisational skills

· Influencing, facilitation & problem solving techniques

· Strong coaching, feedback and mentoring skills

· Effective communicator – verbal and written

Job: Travel
Primary Location: United Kingdom-Greater London-London
Schedule: Full-time


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Travel Jobs by American Express

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