Job description
This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.
Assisting the manager in coaching and developing the admin team, you will lead by example, guaranteeing that the company’s high standards are maintained. Ensuing all admin queries are actioned efficiently and effectively within the Galileo system.
Main Responsibilities
1. Deliver effective daily team talks, agreeing SMART objectives and gaining team commitment for a successful day ahead
2. Assisting with the day-to-day operation of the flight’s admin team, monitoring and reporting on the departments KPI’s
3. Assisting and supporting Flights manager/s to achieve maximum staff productivity whilst ensuring team motivation is maintained.
4. Complete the supervision, coaching and development of the team, identifying any training issues and ensure further support/guidance and training is completed.
5. Leading by example in achieving individual productivity and objectives.
6. Identifying and meeting customers’ needs by always providing exceptional customer service.
7. Assisting manager/colleagues with escalated issues and take ownership to reach a suitable resolution on a timely basis.
8. Pro-actively attempt to minimise financial loss to the business wherever required.
9. Be proactive on identifying performance/conduct issues within the team
10. Ensure the Customer Excellence process and procedures are followed
11. Communicate with other areas of the business effectively
12. Work alongside our GDS provider in any new development and testing, providing constructive feedback submitted
13. Identify any system issues, provide feedback and obtain resolution