Operations Team Manager (Germany based)
Offer summary
Qualifications:
Experience in team management within the travel or service industry., Strong understanding of customer service standards and quality assurance., Ability to coach and develop team members effectively., Excellent problem-solving and communication skills..Key responsabilities:
- Oversee the daily operations of the Reservations team to ensure high service quality.
- Manage team performance to meet and exceed targets and service level agreements.
- Act as the first point of escalation for customer issues and feedback, driving improvements.
- Identify training needs and collaborate with Learning & Development to enhance team skills.
Job description
With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.
As we expand our business in Europe, we are looking for an Operations (Reservations) Team Manager based in Düsseldorf, Germany. This is a fully remote role to assist our day-to-day running of the Operations Department, with regular travels to the headquarter in Manchester (UK). You will support a team of Business Travel Consultants, promoting our company values and behaviours, culture and work ethic. Primary responsibilities will include:
Ensuring there is a constant and consistent focus on quality of service across their team and that customer service levels are of the highest standards in the industry.
Managing teams to exceed targets and standards through ensuring a coaching culture, supporting team development and challenging under performance.
Being a first point of escalation for price matching, customer issues or feedback, investigating and resolving initially, before looking for opportunities to improve procedures to reduce reoccurrence.
Identifying training needs of team members and work with L&D to provide the necessary support
Managing the workload within the team throughout the day to maximise productivity and achieve SLAs
Required profile
Experience
Hard Skills
Other Skills
- Customer Service
- Team Management
- Coaching
- Team Building
- Communication
- Problem Solving
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