Focus of Role
The post holder will draw on experience in business travel management to ensure service is delivered in line with quality procedures and customer agreements.
Retaining customers and a strong, capable workforce is often based on personality, trust, and ongoing relationship. There is therefore an unquantifiable component to what the job holder needs to bring to the role in fostering growing confidence among the customer base and travel consultants.
You will support customers daily which may include missed flights, missed connections, urgent disruption, cancellations, hotel issues, or critical events that impact the traveller’s trip or safety. The post holder will be required to use judgement and customers with problems from daily service provisions.
The role requires daily written and phone interaction with customers to proactively manage their travel, ensure travellers are supported throughout their experience, and efficiently deliver solutions to client travel problems.
Daily interactions will be required with Team Leaders, the internal customer for whom a consultant will be deployed by an Operations Manager to support with a portfolio of customers.
Travel Consultants will interact face-to-face or on virtual conference calls in client review meetings and new client onboarding meetings.
The role has a direct impact on customer satisfaction and margin, driving brand reputation for service excellence and profitability.
The role indirectly impacts customer acquisition and retention.