Reservations and aftersales supervisor

Location
London, England
Salary
£24000.00 - £26000 per annum
Posted
23 Jul 2018
Closes
20 Aug 2018
Ref
50651
Contact
Duncan Tingle
Job function
Sales
Hours
Full Time
Contract Type
Permanent


Reservations and Aftersales supervisor - Required for this expanding travel company based in South East London to cover maternity for 6 to 9 months, with the potential for it to go perm. The role will pay around £26,000 pro rata + benefits.

Reservations and aftersales supervisors duties
-Work with Duty Manager to plan rotas and resources, such that the team is able to respond quickly to changing demand and we continue to maximise on selling opportunities and, in crisis situations support our customers and suppliers, enhancing the company reputation
-Jointly and regularly communicate individual and group performance targets, which reflect business forecasts, ensuring team understanding of company financial position
-Contribution to consistent call monitoring, identifying team member and individual performance against business expectations and highlighting skills gaps to the manager
-Provide regular feedback to the Duty Manager on barriers to sale, customer satisfaction levels, and team performance, ensuring that the feedback is relevant and accurate, highlighting trends, comparisons and provide recommendations for action where appropriate
-Provide the channel to gain responses from other departments, to urgent questions and requests from the team, in support of achieving sales, ensuring clarity in the question and a prompt response to maximise sales opportunities
-Manage the most complex complaints or queries and resolve issues which have been escalated, ensuring the best interests of the customer and business are served and that the resolution provides a training/learning opportunity for team members
-Work with Product, Commercial and Marketing to understand and communicate sales messages, product emphasis or key activities, ensuring the team are well informed and have relevant tools and data to hand when working with customers
-Report and resolve phone system challenges, chasing resolution and elevating where necessary changes

Reservations and aftersales supervisors skills required
-Strong call centre operations and customer service experience within the travel industry
-Target driven and commercially aware, with the ability to set, meet and exceed targets
-Highly motivated, with experience of supervising others or taking a lead role in a team
-Proven problem solving skills
-Numerically strong with good excel skills and the ability to use reporting tools to present and explain statistical data
-Ability to engage with a multi discipline team, many of which are remote workers, ensuring strong and consistent communication
-Positively embrace and promote change, leading others in the process
-Good decision making skills, with the ability to see the broader picture and apply sound judgement
-Excellent MS Office skills, sound working knowledge of current systems and ability to grasp new technology
-Excellent people skills with the ability to persuade and influence at all levels of the business
-Good knowledge of USA, Caribbean and Mexico product and markets
-Experienced and skilled with the Worldspan and/or Amadeus GDS
-Ability to work to tight deadlines, applying initiative and creativity, adapting where necessary

If you are interested in the above role please call Duncan on 0207 397 1287 quoting DT50651 or send your cv to duncan@candm.co.uk

Don't keep a good thing to yourself
We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.

C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit www.candm.co.uk

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