RSA - Internal - CT After Hours Team Leader
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Job no: 525792
Brand: Corporate Traveller
Work type: Full time
Location: Nationwide
Categories: Corporate & Group Travel
General Information
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Job title:
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After Hours –Team Leader
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Purpose:
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The Team Leader will be working alongside the Area Leader to support our physical operational after-hours service.
To provide personalized business travel management and boutique service to our clients through multi-level relationships and our industry expertise. The Team Leader (TL) works closely with the Area Leader to achieve their teams business targets, client retention and growth through CT One Best Way.
Key components of this role
- Delivering a strong service consistency through sound operational practices
- Ensuring our service offerings to our Customers is world class
- Displaying a high level of operational knowledge
- Working as an operational member within the business
- Collaborating with their colleagues
- Building a strong and brighter future for FCTG Corporate
This position is responsible for many aspects of the operations
- Delivering a range of extended leadership and people-based functions
- Deployment and execution of the FCTG Corporate business plan for their respective team.
- Provide critical localised support ensuring that the brand can implement, transact, retain and grow our customer portfolio
- Driving staff retention & Productivity
- Growing, nurturing and developing the staff
Demonstrate the key leadership attributes and philosophies of the Flight Centre Travel Group’s DNA.
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Accountabilities
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Objectives
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Operational
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- Demonstrate and drive exceptional, proactive customer service to FCTG Corporate customers
- Maintain and develop strong working relationships with external and internal customers, stakeholders and departments
- Effective internal and external communication
- Develop and foster exceptional operational knowledge and capability within the systems
- Identify and reduce service failures within the operation
- Drive adherence to the OBW process to ensure a consistence customer experience
- Meet and exceed targets in customer SLA and other key KPIs
- Promote and engage with departments to ensure world class service and engagement deliverables
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Leadership
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- Leadership and management of staff under your direction and guidance
- Driving and motivating the team to excel and demonstrate a positive FCTG Corporate culture
- Development of both personal and team capability and knowledge to perform your roles to a world class standard
- Conduct performance reviews to ensure exceptional performance, motivation and discipline
- Management of all personnel functions to ensure business availability, continuity and delivery
- Executing business strategies and plans to achieve short and long-term goals.
- Demonstrate clear, open and honest communication internally and externally
- Promote a safe and positive workplace environment and atmosphere
- Maintaining positive and trust-based relations with business partners, shareholders, and Customers
- Being an ambassador of the FCTG Corporate brand strategy
- Managing resources to ensure customer service needs are met in a complex rota environment
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Leader Profile
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Key Attributes
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Description
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Lead by example
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Demonstrate a positive attitude, motivation and adherence to our OBW processes. Lead by example in behaviour, attitude and results.
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Intuitive
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Forward thinking and able to identify business needs in advance and take steps to improve.
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Effective Communication
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Demonstrate excellent, open and honest communication internally and externally.
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Multi-tasking
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Able to manage time effectively to complete all tasks in a timely manner, maximising productivity.
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Product knowledge
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Knowledge of products and the desire to continue learning.
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Empathy
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Able to nurture and develop your team and adapt to their needs to ensure the best results. Be approachable and an attentive listener.
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Key communication and relationships:
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Internal: Corporate Traveller & FCM Travel Managers, Sales Team Leaders; Operations Leaders; CSMs; Operations, Support Teams’, Global counterparts and General Manager
External: Customers and Suppliers
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Job Requirements
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Education and qualification:
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Minimum requirements
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Added advantage
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Matric
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Travel & Tourism Tertiary qualification
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Experience:
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- Minimum of 3 years in Corporate Travel
- Leadership experience - advantageous
- Experience in GDS (Amadeus)
- Extensive industry and travel knowledge
- Extensive fares knowledge (Date changes, and refunds etc)
- A strong client focus and service ethic
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Other:
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Location:
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Based at Johannesburg or Cape Town Campus
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Travelling:
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As per business needs
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Office hours:
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As per after hours roster
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Additional:
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Own transport essential
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Functional / job-related
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Competency
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Proficiency required
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Basic
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Intermediate
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Advanced
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Team player
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2
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3
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Intuitive
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1
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2
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3
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Effective communication
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2
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3
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Mullti – tasking
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1
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2
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3
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Product Knowledge
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1
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2
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3
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Detail orientated
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1
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2
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3
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GDS and Product knowledge
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1
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2
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3
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Advertised: South Africa Standard Time
Applications close: South Africa Standard Time
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