Duty Office Team Leader

Are you looking for a new challenge? Want to head up a team of highly dedicated customer service representatives for a 2023 and 2024-listed Sunday Times Best Company to Work For?

We are looking for a Team Leader with experience in the travel industry to join us as we continue to grow from strength to strength.

Travel Counsellors are recruiting for a Duty Office Team Leader. This role will provide senior and supervisory support to the Duty Office & Crisis team.

Team Leader Responsibilities:

• Key contact for the team for guidance, support and some escalations; promote and ensure relationships are built with everyone on a "One team" approach.
• Work on the existing shift patterns but with the flexibility to have a regular presence in the office to work regularly on team projects.
• Ensure daily workload is distributed and oversee an efficient workload, with the TC and customer at the heart of everything we do.
• Plan and arrange the staff roster and authorise all staff holidays, ensuring any swaps are reciprocated to ensure consistency with the roster.
• Constantly monitor passenger numbers to aid resource planning.
• Identify any development needs within the team and plan and arrange training accordingly, including new-starter & top-up team training.
• Ensure the team and individual objectives are up to date and monitored with monthly follow-up 1-to-1s; deliver team and individual stats, raise awareness of SLAs and share KPIs with the Director Group and Ops Board.
• Ensure department processes and SOPs on teams are well maintained and up to date.
• Ensure consistency is across the board with alerts, communications, team processes and TC servicing.
• Crisis management and continuous involvement with all things crisis; become the key contact and leader of the crisis team and work closely with other departments to ensure all areas are covered.
• Be one step ahead of world news to ensure the team deliver accurate information to the TC Community & Senior Leaders/Directors.
• Represent the team regularly at some TC-facing events (conferences, business travel conferences, TCTV, & some external training, etc.).

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter Day (annually)
• Enhanced maternity/paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

What you'll need to succeed

• Must have a positive demeanour
• Able to offer some degree of flexibility with shifts to support business needs. Additional flexibility may also be required during sickness/unexpected absence and mass disruption
• Comfortable dealing with escalated complaints and available to support the team out of hours when required
• Proficient in Galileo and up to date with recommended training courses to provide solutions wherever possible
• Proficient in analysing data and working on Excel spreadsheets
• Confident leading by example and supervising team members that you may not have worked with before

Here at Travel Counsellors, our customers, communities, and colleagues lie at the heart of everything we do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose - to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 400 super-talented people in our support offices to help them create unique, inspiring and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 and 2024 (Large Company) as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of our record year in terms of revenue (over £930m) - and are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.