OVERVIEW
The role of the Business Support Co-ordinator, is to provide a high level of customer service and support to both internal and external customers across all areas of the business. The role will be responsible for dealing with a variety of enquiries via telephone and e-mail and responding to them using effective communication, whilst identifying and engaging with the key stakeholders involved. The role will also be responsible for customer queries, technical / system requests and changes and supporting the Client Services team. Providing regular reports and updates on timeframes and liaising with key stakeholders is critical to a smooth on-boarding process. The role is also responsible for trouble-shooting client queries in relation to system related matters, (Technical Support) ticket printer queries and general day to day operational issues.
CORE COMPETENCIES:
* Decision-Making – Uses sound judgement to make good decisions based on information gathered and analysed. Considers all facts and alternatives before deciding on the most appropriate action for the customer
* Teamwork/Collaboration – Interacts with people effectively at all levels. Able and willing to share and receive information and feedback. Co-operates within the team and wider organisation. Puts the goals of the team and organisation goals at the forefront of all decisions
* Work Standards – Sets and maintains high standards. Pays close attention to detail, accuracy and completeness. Ensures all system standards are adhered to. Shows concern for all aspects of the job. Follows up on work outputs and delivers on promises to customers
* Motivation – Displays energy and enthusiasm in approaching the job. Strong work ethos and maintains a high level of productivity
* Reliability – Takes personal responsibility for job performance. Completes work in a timely and consistent manner as agreed with the Client Services Manager and meets all agreed deadlines
* Problem Solving – Analyses problems by gathering all relevant information. Provides updates to the Client Services Manager and ensures any reported issues are effectively managed through to completion
* Adaptability – Adapts to fast paced, ever changing work environments and has the ability to effectively deal with change and deadlines
* Planning - Plans and organises tasks and work responsibilities to achieve objectives. Sets priorities and schedules activities
* A flexible approach to working hours is required
DESIRABLE:
either: Business Travel experience with strong travel industry knowledge
or: Working in a support environment
ROLE/ RESPONSIBILITIES
* Maintain a high level of understanding of all CTM internal systems and processes and ensure a consistent service is delivered to all customers.
* Provide strong support to clients, colleagues and internal customers, in relation to operational areas of the business.
* Support the Client Managers by attending customer calls where necessary. Owning aspects of the agenda to participate fully and provide appropriate feedback and solutions in response to customer queries.
* Working closely with the Client Managers to respond to, own and resolve customer queries, within agreed timeframes including (but not limited to):
* Trouble-shooting client queries in relation to system related issues, (Technical Support) and general day to day operational issues.
* Management Information, bookings – post billing, invoices, customer engagement, general account management activity, booker issues and engagement
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 at EU.DPO@travelctm.com.