Team Supervisor

4 weeks ago

UK, UK, United Kingdom Gray Dawes Travel Full time

Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, The Netherlands, Australia and the United States. Established in 1865, we’re constantly growing by using technology and our passion for what we do to keep evolving.


With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we’re not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We’re there as an extension of our clients’ own organisations – their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver… better


If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you’d expect from a forward-thinking and people-focussed organisation. And we’re always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family.


Want to be part of a multi-award-winning global travel management company and work remotely? Have a look at this new role within our UK Team.



Join our Journey

Our people are at the heart of our business and we’re recruiting for an experienced Team Supervisor to join our Out of Hours team working on a remote basis from home. We are looking for a Teams Supervisor to work 40 hours per week, in co-ordination with our other Team Supervisor, on shift patterns working weekends between the hours of 7am – 12 midnight and evenings Monday – Friday between the hours of 5pm – 12 midnight. This is an exciting time to join us as we’re rapidly expanding our global operations.


As a Team Supervisor, you will be responsible for the consistent delivery of excellent service to all our clients. You’ll provide dynamic leadership for all customer service functions, ensuring that excellent customer service is delivered and prioritised by our business.



What You’ll Do

Providing high levels of customer service, you’ll:


  • Set and communicate operational service standards in accordance with company policy and objectives. Day to day operational running of the team including absences, rota and holidays.
  • Identify and agree individual and team service targets and performance objectives that will support the business in achieving its overall business goals.
  • Monitor and review all performance indicators, taking appropriate action when performance standards are not achieved.
  • Establish and implement best operational working practices, policies and processes, ensuring that they are documented, monitored, reviewed and developed.
  • Promote and maintain a “Customer First” culture in all areas, so that service standards are prioritised, and everyone is committed to the on-going achievement and improvement of service standards.
  • Work closely with other departments to ensure that operational service standards are fully integrated with every other business function so that clients receive a “seamless” service.
  • Monitor team service failures, discuss and resolve any problems with the relevant consultant and liaise with customer service team as required.
  • Work closely with all Account Managers to continually review and improve service standards to clients.
  • Measure and report on the performance of your team against client Service Level Agreements, making recommendations for improvements.
  • Deputise for the Operations Manager as required.



What We’re Looking For

  • You’ll be a motivated, passionate individual who has previous experience of working in business travel.
  • Thorough knowledge and understanding of how corporate travel fares are built.
  • Ideally, you’ll have experience using Travelport and Sabre
  • You’ll have an excellent telephone manner, excellent verbal reasoning skills and great attention to detail.
  • You’ll have a proven track record of providing excellent customer service in a B2B environment.
  • You’ll be VA1 and 2 certified or equivalent.
  • You’ll have the ability to lead by example and be an ambassador for service excellence.
  • You’ll be a strong team player.
  • You’ll have thorough knowledge and understanding of all operational processes and how they fit with the rest of the business.
  • Able to interpret and report on data.
  • You will be able to achieve respect of colleagues.



What We Can Offer

Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including:


· Competitive annual leave plus bank holidays

· Hybrid Working

· Group Life Cover

· EAP Scheme

· Pension Scheme

· Volunteering days with our chosen company charity

· Travel Discounts

· Shopping discounts

· Christmas Savings Scheme

· Season Ticket Loans

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