Corporate Travel Team Assistant Manager

Now boarding: Your career in travel is ready for take-off.

Corporate Travel Management (CTM) is undergoing an exciting period of growth as worldwide travel returns. If you're ready to embark on a career with a global leader in business travel, we want to hear from you.

At CTM, our people are at the heart of everything we do. We know that our diverse team is the reason CTM is the award-winning TMC we are today, which is why recruiting like-minded travel enthusiasts is an important part of our business' success and growth.

About CTM

CTM is an award-winning provider of travel service solutions spanning corporate, events and sports markets. Headquartered and founded in Australia, CTM has offices all around the world, including Europe, Asia, North America, Australia and New Zealand.

About the Role

The role of the Business Travel Assistant Team Manager is two-fold; to provide a high level of customer service and support to internal customers, external customers and suppliers and also to support the Team Manager, being the first point of escalation for customer complaints and team queries, assisting with resource planning and coaching/training to support the effective management of the team and deputising in the Team Leader's absence.

Key Responsibilities

• Offer exemplary customer service to clients and suppliers at all times, across all methods of communication

• Provide guidance on using CTM online booking tools to clients, while ensuring adherence to organisational travel policies as well as CTM best practice and procedures. Taking appropriate action where consistent queries are being raised, escalating to the appropriate stakeholder

• Maintain a good level of understanding of the reservation and invoicing systems that we use

• Sharing knowledge and information with colleagues both inter and intra departmentally. Provide feedback and suggest possible actions to appropriate Team Managers where challenges are encountered

• Support the Team Manager(s) in ensuring that all customer SLAs and KPIs are understood and met during implementation and the life of the contract

• Assist the Team Manager(s) in carrying out quality checks and providing coaching/training where necessary, to ensure the customer receives the highest standard of service

• Be recognised as a 'go to' person in your team on account of your technical ability, but also in the capacity of a team coach/mentor

• Support the Team Manager(s) in the day-to-day operation of the Department, upholding all our policies/procedures whilst demonstrating our values

Key Measures

• All contact is handled efficiently, being always polite and helpful; correspondence is written in a professional manner, issues are dealt with speedily with the appropriate remedial action being taken

• All our systems and processes are being adhered to consistently with minimal errors, checking the quality of your work against current procedures

• Being consistently aware of the impact of your actions on clients, suppliers, colleagues, and the reputation of CTM

• Recurring issues are identified and escalated with proposed solutions

• Team members feels supported and listened to; resource utilisation is optimised

CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner's Office. Our Data Protection Officer may be contacted