GROUPS TECHNICAL TRAINER

Total package
Basic salary plus ‘after 18:00 allowance’, non-contributory pension scheme (6% contribution from the company), 13th month payment, health insurance and potential travel to the UK.

Contract
Permanent

Location
Cape Town, South Africa

Shift pattern
The breakdown of your normal hours will be by agreement with your manager covering nine hours (including one hour unpaid lunch break) on a rota basis between 09:00 and 20:00, Monday to Friday. You will also cover one Saturday and one Sunday in every four week period with a weekday day off to compensate for this.

You’ll want to know about the department that our role is in…

Our tight-knit Groups reservations team are our sales and service smashers, delivering outstanding relationship service to our partners in the UK and North America by phone or email. With a specialist customer base including schools, tour operators, VIPs and more, they’re the absolute pros when it comes to handling complex bookings with a problem-solving mindset that allows us to deliver the legendary service we’re known for.

The role:

The Groups Technical Trainer will plan and delivery department training, essential for maximising each team member’s knowledge – after all, that’s what’s behind our exceptional service – and ensuring they have the correct material and workflows to accurately complete their tasks. The role will also independently monitor business activities and customer interactions to ensure process, business / quality standards and procedures are adhered to, thus help to drive sales, hit budgets, and deliver profits.

Tasks & responsibilities include:

  • Deliver technical training to new and existing members of staff to ensure consistently and quality
  • Ensure all training is recorded within the HR system Iris
  • Conduct quality assurance reviews to monitor adherence to the policy and procedures and provide appropriate feedback.
  • Discuss /implement training plans with the Training and Customer Experience Manager
  • Conduct customer journey reviews to monitor and assess impact of business activity from a customer perspective
  • Provide regular feedback to Department Managers
  • Review agent calls and agree scorecards to provide appropriate feedback
  • Prepare reports to communicate the outcome of quality assurance activity
  • Identify training and development opportunities including preventative and corrective actions

The successful candidate will:

  • Possess excellent communication skills and a positive, engaging personality – this is a must!
  • Be a committed, enthusiastic, and supportive team member
  • Deliver an efficient and professional service to internal and external customers
  • Maintain high levels of accuracy
  • Be accountable, driven and motivated to deliver top-quality training
Apply now

About the Travel Innovation Group

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So what exactly do we do? It all began with our boutique service and market-leading tech, connecting the travel trade with the world’s leading airlines and most recognisable travel brands. Thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say – we’ve always been innovators at heart!

Our offices, people and partners now span the globe, but the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to work with us, succeed with us and grow with us.