Team Leader

3 weeks ago


Melbourne, Australia Jivaro Full time

**Role Overview**:
To ensure our service is in line with industry standard service level agreements (SLA’s), or agreed ITG SLA’s, and that it is in line with formal agreements, client contracts, and front screens.

**Key Responsibilities**:

- Staff performance is measured and managed
- Manage key client relationships from an operational view
- Manage supplier relationships
- Contribute to strategic objectives
- Manage effective business communication
- Cultivate a positive culture and values
- Manage relevant system relationships
- Create and maintain process and policy guidelines

**Travel Planning**
- Assist clients in trip planning including airline, route and fare options as well as associated requirements such as visa and health requirements
- Research fare and rate options taking into consideration policy, preference, price and profitability.

**Reservations & Ticketing**
- Make air, hotel, and car reservations accurately both in terms of the clients request and the prevailing terms and conditions associated with each supplier
- Take a proactive approach in meeting clients travel requirements
- Stay abreast of industry developments through active participation in supplier forums, & educational sessions.

**Service Delivery**
- Answer phone calls in a friendly, timely, helpful and professional manner

**Teamwork & Communication**
- 50% of your time as Team Leader will include a ‘hands on’ approach to all clients
- 50% of the role will be to effectively manage the team.
- Support co-workers in the sharing of knowledge and the workload
- Provide market intelligence and client feedback to the business as appropriate and available.

**Skills/Knowledge**:

- Basic technical knowledge of fares and ticketing (training will be provided)
- Exceptional attention to detail
- Customer focus
- Team orientated with the ability to work autonomously and to coach and mentor other members of the team.

**Experience**:

- Previous experience as either a Retail/Leisure Travel Consultant and/or Corporate Consultant with man management skills preferred.



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