Job Description
CTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate market. Its proven business strategy combines personalised service excellence with customer facing technology solutions to deliver a return on investment to customers.
OVERVIEW
The role of the Team Manager is to lead and motivate a team of virtual Business Travel Consultants; maintain and oversee the application of quality control across all aspects of business delivery in the department, providing a high level of customer service, whilst ensuring the smooth- running and effective management of the team. The role requires the successful candidate to continuously review and improve on current process and practices, embracing and adopting new technology to maximise productivity and efficiency in the workspace.
AREAS OF RESPONSIBILITY
* Maintain a good level of understanding of the Conferma, Sabre, Evolvi, and back-end accounting systems such as ProTAS, ensure bookings are processed in line with Standard Operating Procedures and maintain a consistent high quality level of customer service delivery. Work closely with the Operations Director to ensure parity of standards across the teams
* Ensure all customer SLAs and KPIs are understood and met during implementation and the life of the contract
* Manage the day-to-day operation of the Department, upholding all our policies/procedures whilst demonstrating our Values and Mantras
* Help identify and implement strategies to improve efficiency and drive adoption of new processes and technology within the operation, and manage change management efficiently
* Conduct regular 1:1s with team members; provide regular feedback and coaching on performance, creating detailed Personal Development Plans through solution- driven discussions
KEY MEASURES
* Operational Excellence and Process Delivery is achieved. All our systems and processes are being adhered to consistently with minimal errors. Adherence to quality controls with effective coaching and support
* Effective relationships are created and maintained with our customers and suppliers
* Excellence in customer service is achieved. Calls are handled efficiently with team members being polite and helpful at all times, correspondence is written in a professional manner, queries are dealt with swiftly and positively, complaints are dealt with speedily with the appropriate remedial action being taken
* Effective Team Management. Team members feel supported, listened to and have agreed ongoing objectives in place to aid their development. Resource utilisation is optimised
* Effective demonstration of ability to drive efficiency gains with in the Operation.
Required of all CTM Positions
Embrace CTM’s core values of Connect, Evolve, Deliver.
Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
Ability to work independently as well as part of a team.
Appropriate and professional written and verbal communication.
Demonstrated ability to meet deadlines, handle and prioritise simultaneous requests.
Creative and analytical thinking with strong problem-solving and consultative skills.
Demonstrates calm under pressure – is a proactive contributor and eager to learn.
Proficiency in Microsoft Office Suite.
Ability to do basic math.
Ability to read and interpret information.
Attention to detail.
Regular and reliable attendance.
Why CTM?
Reward & Recognition
CTM’s annual reward and recognition programme, CTM All Star Awards, takes our peer voted ‘All Stars’ on an incentive trip to destinations all around the world. Previous trips have included: Los Angeles, Hong Kong, Paris, Abu Dhabi, Queenstown, and Dallas.
As part of a strong and stable company, CTM will support you in your career development plans with a very strong history of promoting from within. CTM’s High-Performance (HiPo) programme has excelled the professional development of many CTM Leaders.
Employee Wellbeing and Flexibility
The physical health and mental wellbeing of our CTM employees is something we take very seriously. To promote these amongst our teams, CTM provides each employee with access to a well know wellbeing platform, free independent advice across a range of topics, ability to increase annual leave and more.
Sustainability Focus
CTM is committed to a range of initiatives that enable a socially responsible, long-term and sustainable mindset within CTM. Underpinned by our four Sustainability Pillars; Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this. Some initiatives include:
* Annual Volunteer Day Leave to support a charity/cause of your choice
* Offsetting all CTM employees’ travel
* Partnership with South Pole – supporting sustainable community projects (local & global)
* Paperless office initiatives & recycling options
If you’re considering a career in travel, or a return to the travel industry, CTM is your number one choice. Your career in corporate travel is ready for take-off. Get on board today.
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.