Travel Support Team Leader

Salary: Dependant On Experience

Job Purpose

This is a lead role within the Travel Sales Support team covering the following areas: preparation, generation and quality checks for all final travel documents, administrative support for Travel Specialists, flight and supplier queries and adhoc operational support.

Leading the team

  • To work alongside your manager to effectively manage the day to day workload of all Sales Support personnel.
  • To maintain a culture where excellence in service and going the extra mile is the norm.
  • Promote a culture of learning and development within the team.
  • Conduct regular 1-2-1s with the individual members of the team to provide support and guidance and to get the best from them in terms of efficiencies.
  • Conduct quarterly My Journey Check-Ins to identifying training needs, development potential and to keep the team engaged and focused.
  • Work with the various Heads of Programmes to understand their sales support needs and prioritise where support will be provided.
  • Effectively plan where resource is required and then identify which members of the team should support which programmes based on skill, experience and product knowledge.

As Team Leader you will:

  • Manage a central and consistent method of logging and tracking work load for sales support personnel which can be applied across programmes and reported to management.
  • Responsible for a central error tracking system to ensure that all issues are logged centrally, clearly identified and can be used to improve our process, documents and product information moving forward.
  • To organise and manage post travel season briefings in Programmes with Sales, Product and Ops to identify where improvements can be made and to eradicate consistent errors.
  • Be responsible for identifying the core tasks of the role and for keeping the team and regular stakeholders up to date with priorities.
  • Aim to understand the challenges in each programme and how these can be overcome by working closely with sales support, Travel Specialist’s, Regional Sales Managers and Head of Programmes.

Personal Specification

  • Previous experience in sales/client experience/sales support role.
  • A strong desire to get things right, you must be a natural organiser who is able to multi task.
  • Keen attention to detail and ability to focus on detail is crucial.
  • You must be a confident communicator, who is resilient to pressure, whilst remaining calm and clear minded.
  • You should be able to work independently to given timescales in a fast-paced environment and be self-motivating..
  • An interest in travel is essential, although personal knowledge of specific destinations is not required as training will be given.
  • You should be a positive, energetic and outgoing person who is comfortable interacting with others and will fit in with any team you are working with.
  • Understand how important customer service is, you need to be able to appreciate what it’s like being an Audley client and what their expectations are, in order to exceed them.
  • You will have a strong track record of delivering excellent service.
  • You should be a problem solver with the confidence to share your solutions between different members of a team.

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