Offer summary

Qualifications:

Fluency in German and English is essential., Experience in team management within the travel or customer service industry., Strong coaching and development skills to enhance team performance., Ability to identify training needs and implement effective solutions..

Key responsabilities:

Oversee the daily operations of the Business Travel Consultants team.

Ensure high standards of customer service and quality across the team.

Act as the first point of escalation for customer issues and feedback.

Manage team workload to maximize productivity and meet service level agreements (SLAs).

Welcome to Diversity Travel. We’re a multi-award-winning independent travel management company specialising in the humanitarian, academic and not-for-profit sectors. Diversity Study Trips creates specialist educational tours for the academic sector. Home of the Account Management Team of the Year 2017 (The People Awards) and the Business Travel Agent of the Year 2019 (TTG Awards), Diversity Travel is one of the fastest growing TMCs in the UK. Trusted by over 2,000 organisations around the world, our mission is to provide travel management service of such high quality that we become the global leader in the humanitarian, charity, academic and non-profit communities. Our team of dedicated, passionate, globetrotting travel professionals are ready and equipped to support you whatever your travel needs. We provide a unique and comprehensive travel service through access to exclusive air fares, flexible booking options, visa processing facilities, strong global partnerships and years of expertise in the sector. We’re guided by our values, which underpin everything we do and represent what we stand for as a team: Passionate - We're driven to help make the world a better place, creating dynamic partnerships with our customers and an environment for our people to thrive Bold - We embrace innovation and challenge the status quo to deliver outstanding results. Mindful - We prioritise sustainability, ethical practises, and responsible travel, ensuring that our services leave a positive and lasting impression With Diversity Travel, you're in safe hands.

Job description

With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.

As we expand our business in Europe, we are looking for a German-speaking Operations (Reservations) Team Manager. This is a hybrid or remote role (in the UK) to assist our day-to-day running of the Operations Department. You will support a team of Business Travel Consultants, promoting our company values and behaviours, culture and work ethic. Primary responsibilities will include:

Ensuring there is a constant and consistent focus on quality of service across their team and that customer service levels are of the highest standards in the industry.
Managing teams to exceed targets and standards through ensuring a coaching culture, supporting team development and challenging under performance.
Being a first point of escalation for price matching, customer issues or feedback, investigating and resolving initially, before looking for opportunities to improve procedures to reduce reoccurrence.
Identifying training needs of team members and work with L&D to provide the necessary support
Managing the workload within the team throughout the day to maximise productivity and achieve SLAs

Required profile