Overview and what we offer
* Mon - Friday 37.5hrs
* Location - Manchester
* Refer a friend for £1000 bonus, unlimited!
* Generous holiday entitlement
* Day off for your birthday
* Staff Awards
* Hotel and airline discounts
* Employee Assistance Programme
* OUR COMPANY CULTURE IS..... Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for a brighter FUTURE!
* Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
* At Clarity, we not only listen, we adapt and we deliver.
Who we are and what we do
We're a global, multi award-winning Business Travel Company making business travel straightforward. We help our customers reach their destinations safely, efficiently, and cost-effectively through cutting-edge technology and exceptional customer service.
Our team of over 800 industry experts delivers timely, reliable service. We are trusted providers of hassle-free travel management programs for progressive businesses worldwide.
Our people are the heartbeat of our business. We invest heavily in training and development through our dedicated training academy and career growth programs. Clarity Business Travel is a top 10 UK-based Travel Management Company, part of The Portman Travel Group, which includes Brighter Event, Elegant Resorts, If Only, and Destination Sports Group.
Role Purpose
Leading a team of Online Operational agents supporting Clarity clients with training, troubleshooting, and booking fulfillment related to Online Booking Tools. The role involves coaching, motivating, and ensuring high-quality customer service while supporting the Online Strategy to minimize contact and manual interventions by support agents.
Operational – Key Tasks
* Improve team performance to resolve client issues within SLA targets.
* Ensure adequate staffing considering leave and business peaks.
* Conduct regular 1:1s to review performance and set action plans.
* Coach team members and identify training needs.
* Review contact reasons and develop strategies to deflect contact across all channels.
* Optimize operational and administrative processes.
* Oversee client implementations to ensure timely trading.
* Ensure efficient branch operations.
* Investigate complaints promptly, prioritizing customer service.
* Act as escalation point for service issues.
* Support the Online Manager during leave as POC.
People Management
* Manage PDPs, appraisals, and regular 1:1s.
* Support and coach individual and team performance.
* Enhance productivity and overall results.
* Foster a customer-focused environment with clear responsibilities.
* Hold team talks on performance and business issues.
* Promote a motivated, thriving culture aligned with our values.
* Champion wellbeing and mental health initiatives.
Compliance and Governance
* Adhere to company policies and procedures.
* Ensure compliance with standards like ISO, PCI DSS, GDPR, H&S, and Anti-Bribery.
* Participate in mandatory training and inductions.
* Safeguard client and colleague data, report incidents.
* Support ESG principles in the workplace.
Skills and Experience
* Experience managing or supervising a team.
* Excellent verbal and written communication skills.
* Knowledge of online booking systems, including Clarity's primary tool.
* Conflict resolution skills.
* Professional under stress and pressure.
* Logical thinking and analytical skills.
* Adaptability and prioritization skills.
* Self-motivated and organized.
#J-18808-Ljbffr