T24 Ukie Team Leader

**Do you want to work in a fast-paced and exciting environment, where no two days are the same? We’re looking for a Team Leader who enjoys both a buzz and a challenge.**

**T24 UKIE Team Leader**
- Full-Time (Virtual) Homebased or Office based in the UK/IE_

We’re BCD Travel, one of the world’s leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people stay with us because we care about their work-life balance. But don’t just take our word for it: we've been voted top place to work and recognized by Investors In People, Flexjobs and Forbes.

T24 UKIE are the primary point of contact for customers urgent travel requests outside of business hours, providing assistance as required.

The Team Leader is responsible for leading the T24 consultants on duty, accurately handling incoming requests from clients and assisting the T24 leadership team to ensure the department runs efficiently.

This position requires experience at senior consultant level or above, an extensive understanding of all areas of the travel industry plus the ability to work quickly, confidently, and consistently, sometimes under pressure, is also essential.

T24 UKIE is open between 1800-0900 Mon to Fri and from 1800 Fri to 0900 Mon [Plus UK Public Holidays] and shifts for the Team Leader sit predominately within these operational hours.

**A snapshot of this opportunity**

**Handling incoming requests**:

- Expertly use the appropriate BCD Travel tools and systems to complete requests
- Appropriately guide and consistently provide consultation to the customer.
- Provide specific travel advice to travellers
- Provides the customer with the required industry information, such as low fares, exchange costs and penalties
- Can fulfill all requests regarding necessary regulations

**Problem Solving**:

- Appropriately responds and resolves customers enquiries
- Anticipates and provides assistance on potential challenges that may arise for the customer
- Performs follow-up as needed and within the time frame promised to the customer
- Proactively provides feedback to management to avoid future customer issues
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

**Quality**:

- Effectively uses the telephone systems
- Completes reservations with mínimal errors
- Adheres to BCD Travel policies and procedures to maintain quality control
- Provides the customer a full recap of the confirmed itinerary

**Service Excellence**:

- Responds to the customer promptly
- Listens and captures information from the customer
- Responds appropriately
- Asks questions targeted to encourage complete responses
- Matches the customer's tone and pace
- Keeps the interaction moving forward
- Offers suggestions to the customer and anticipates needs

**Additional tasks**:

- Actively supports team members and makes operational decisions where necessary
- Checks team members work to ensure procedures and policies followed
- Provides coaching to new and existing team members when required
- Investigates and handles complaints using correct procedures
- Any other requested tasks that may be necessary to assist T24 Management in the running of the department

**How you can set yourself apart**
- Experience in the corporate travel management industry, with solid working knowledge of the travel industry, policies, procedures and processes
- Advanced skills on travel industry systems (Travelport/ Sabre)
- Strong verbal and written communication skills
- Ability to work flexible hours
- Ability to work independently, exercising discretion and judgment
- Demonstrated excellent professional customer service and problem resolution skills
- Strong problem solving and/or critical thinking skills

**What we offer you**

At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

**About us**

**Interested?**

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- _Note: We’ll give preference to internal and/or furloughed employees._