Training Manager

Location
Horley, Surrey
Salary
Competitive salary and Pension scheme
Posted
13 Feb 2019
Closes
13 Mar 2019
Ref
TMAA13FEB
Job function
HR & Training
Hours
Full Time
Contract Type
Permanent

Alternative Airlines is a young and innovative company growing quickly in the fast-moving travel sector. We are hard-working, driven and committed to delivering excellent customer service. At Alternative Airlines, our staff are important, and we are committed to their on-going personal development.

With a global customer base and offices near Gatwick Airport, Alternative Airlines is an on-line travel agency (OTA) which offers a wider choice of flights for its customers. By working with more airlines worldwide, including smaller regional airlines and low-cost carriers, we offer a greater choice of flight options at lower prices. We specialise in flight-only sales and offer over 600 airlines on our easy-to-use site.

Due to sustained growth, we are now expanding our team and looking for a someone who can build and deliver robust training plans within our Customer Service team. This will include Amadeus GDS, customer service skills, and developing processes and training manuals.

Essential Skills:

  • Expert knowledge of Amadeus GDS experience including ticketing and refunds
  • Be able to multitask at a fast pace whilst maintaining a high level of attention to detail
  • Passion for customer service and the airline industry
  • Ability to keep abreast of ever changing processes/procedures
  • Strong people skills
  • Highly organised, proactive, able to manage multiple priorities and meet deadlines

The Role:

  • Building and developing a training plan for a customer facing team
  • Delivering training to new starters and on-going training for the existing team
  • Working with the Operations Manager and Customers Service Managers to ensure all processes are streamlined
  • Ensuring we have consistency across the team for how we handle customer queries.
  • Suggest best practises for ways of working and rolling them out
  • Building up our customer service to ensure are customers are wow’ed and we are a step ahead of our competitors.
  • Opportunity to work alongside our marketing and dev teams to identify customer trends and suggest improvements

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