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Team Supervisor

2 months ago

London, Greater London, United Kingdom Gray Dawes Travel Full time

Job Summary

Gray Dawes Travel is a leading global travel management company seeking an experienced Team Supervisor to join our Out of Hours team. As a Team Supervisor, you will be responsible for delivering exceptional customer service to our clients, providing dynamic leadership to the team, and ensuring the consistent delivery of excellent service standards.

Key Responsibilities

  • Provide high levels of customer service, ensuring that client needs are met and exceeded.
  • Set and communicate operational service standards, ensuring that the team is aligned with company policy and objectives.
  • Monitor and review performance indicators, taking action to improve service standards when necessary.
  • Establish and implement best operational working practices, policies, and processes to ensure seamless service delivery.
  • Promote a customer-first culture, ensuring that service standards are prioritized and everyone is committed to achieving and improving service standards.
  • Work closely with other departments to ensure that operational service standards are fully integrated with every other business function.
  • Measure and report on team performance against client Service Level Agreements, making recommendations for improvements.
  • Deputize for the Operations Manager as required.

Requirements

  • Previous experience in business travel, with a thorough knowledge and understanding of corporate travel fares.
  • Excellent telephone manner, verbal reasoning skills, and attention to detail.
  • Proven track record of providing excellent customer service in a B2B environment.
  • VA1 and 2 certification or equivalent.
  • Ability to lead by example and be an ambassador for service excellence.
  • Strong team player with thorough knowledge and understanding of all operational processes.
  • Able to interpret and report on data.

What We Offer

As a valued member of our team, you will enjoy a range of benefits, including:

  • Competitive annual leave and bank holidays.
  • Hybrid working arrangements.
  • Group Life Cover.
  • EAP Scheme.
  • Pension Scheme.
  • Volunteering days with our chosen company charity.
  • Travel Discounts.
  • Shopping discounts.
  • Christmas Savings Scheme.
  • Season Ticket Loans.