GROUPS TEAM LEADER

Total package
£26,805 increasing to £28,015 from 1 January 2023 including weekend pay, plus bonus and pension contribution.

Contract
Permanent

Location
Cheshire Oaks, UK

Shift pattern
37.5 hours per week on a rota basis between 08:00 – 19:00, Monday – Friday, plus one Saturday in a four week period (09:00 – 15:00 paid at 1.5 x hourly rate).

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

Our tight-knit Groups Support team are our service smashers, delivering outstanding 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:

By offering a specialist service to travel organisations or direct consumers for groups of 10 or more passengers, the Groups team must deliver exceptional support by phone, email or online thus helping to drive sales, hit budgets and deliver profits. It’s all about having a keen eye for detail and the willingness to learn, as the Groups Team Leader should understand complex flight needs, different airline routes and terms & conditions to advise the best solutions for each group.

Tasks & responsibilities include:

  • Work closely with the Team Manager, along with monitor, escalate and inform service levels to Team Manager
  • Manage and delegate the workload effectively, monitoring stress levels effectively
  • Strive to continuously improve to improve our efficacy
  • Undertake quality control of emails and calls to ensure our phone service level is above 90%
  • Deal with company losses: evaluate the options that are cost effective for both parties. Once resolved identify how this happened and make necessary changes/training to prevent a repeat occurrence
  • Understanding agents/operators flight needs and advising appropriate solutions
  • Keep up to date with special offers and product updates from partner airlines
  • Ensure PDP’s and performance reviews are up to date, alongside monitoring team performance through monthly one to one meetings.
  • Work closely with the systems/sales team to escalate system faults as soon as they happen
  • Compile training plans with team and record training / training plans & staff achievements
  • Provide user expertise for our in-house systems, including first point of contact for problem resolution
  • Take on new projects and process effectively and efficiently, ensuring teams are fully trained

The successful candidate will:

  • Offer support to the team outside of the general Groups Support workload
  • Possess a strong customer service ethic
  • Be a committed, enthusiastic and supportive team member
  • Maintain high levels of accuracy
  • Be skilled in prioritising and time-management
  • Proactively suggest improvements leading to efficiencies or increased revenue
  • Recognise and reward hard work
  • Manage staff holidays and appointments
  • Ensure training is managed and delivered within the team
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.