Operations Team Manager (Germany based)

With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.

As we expand our business in Europe, we are looking for an Operations (Reservations) Team Manager based in Düsseldorf, Germany. This is a fully remote role to assist our day-to-day running of the Operations Department, with regular travels to the headquarter in Manchester (UK). You will support a team of Business Travel Consultants, promoting our company values and behaviours, culture and work ethic.  Primary responsibilities will include:

• Ensuring there is a constant and consistent focus on quality of service across their team and that customer service levels are of the highest standards in the industry.

• Managing teams to exceed targets and standards through ensuring a coaching culture, supporting team development and challenging under performance.

• Being a first point of escalation for price matching, customer issues or feedback, investigating and resolving initially, before looking for opportunities to improve procedures to reduce reoccurrence.

• Identifying training needs of team members and work with L&D to provide the necessary support

• Managing the workload within the team throughout the day to maximise productivity and achieve SLAs

Ensuring there is a constant and consistent focus on quality of service across their team and that customer service levels are of the highest standards in the industry.

Managing teams to exceed targets and standards through ensuring a coaching culture, supporting team development and challenging under performance.

Being a first point of escalation for price matching, customer issues or feedback, investigating and resolving initially, before looking for opportunities to improve procedures to reduce reoccurrence.

Identifying training needs of team members and work with L&D to provide the necessary support

Managing the workload within the team throughout the day to maximise productivity and achieve SLAs