[Hiring] Team Leader Operations @Internova Travel Group

Role Description

The Team Leader will oversee a team of travel consultants, ensuring the delivery of high-quality travel services to a dedicated corporate client. This role involves managing day-to-day operations, mentoring team members, and maintaining strong client relationships. The Team Leader ensures compliance with travel policies and strives to optimize travel efficiency and cost-effectiveness.

Responsibilities:

• Ensure all emails are acknowledged within the clients SLA and staff are using the Front system correctly.
• Ensure the staff are logged into the phones.
• Ensure good timekeeping across the team. Must be at your desk ready to start at the allocated time.
• Monitor the team’s workload.
• Delegate and distribute any work as and when necessary to help with the team’s performance.
• Support, encourage and work to develop the Altour Connect tool, encouraging use and supporting in a super user role.
• Ensure the team keep their queues tidy and are monitored regularly.
• M.I errors / Data Error Log – Ensure all errors are addressed with the relevant staff.
• Quality Control – ensure all air bookings are QC checked.
• Disaster Recovery – running of TSDS reports / Spectra’s during disasters during office hours.
• Encourage use of net fares/consolidators and booking ancillaries, working with the rate desk to increase revenue.
• Staff training – If you deem any member of your team to require training on any aspect, please consult with your Operations Manager and or the Training Team.
• Write off or losses - must be immediately reported to the Operations Manager. Every effort must be made to keep these to a minimum and appropriate training or action should be implemented to prevent future losses.
• Communication - ensure that a flow of communication and information is maintained throughout the team and across all departments. Maintain a positive mindset and environment for the team.
• Look after certain VIP travel and general reservations when needed.
• Addressing ADM’s and ACM’s raised via BSP.
• Appraisals / 121s in conjunction with the operations managers.
• Attending client meetings / visits when required.

Qualifications

• Proven experience managing a team, or the ability to demonstrate strong leadership capabilities.
• Knowledgeable on Sabre Native GDS is essential, must currently be using Sabre with minimum 2 years’ experience.
• Fares & Ticketing Level 1 & 2 (or equivalent experience) essential.
• Knowledge of Evolvi and Trainline.
• Knowledge of technology products, including Outlook, Word, Excel and Google Docs.
• Possess good geographical and product knowledge of destinations and airlines.
• Good organisational skills and excellent customer service & communicative abilities are essential.
• Flexible approach and desire to think ‘outside of the box’ to provide innovative travel solutions in times of increased stress for our clients.
• Must have a passion for travel and delivering service excellence!
• Regular and dependable punctuality and attendance are required.

Benefits

• Healthcare, dental care, life insurance with Employee Assistance and counselling services.
• Staff discounts (Perkbox) and Group Income Protection cover.
• 5% discretionary bonus program based on the company’s financial goal achievement and individual performance.