We are seeking a highly driven and experienced Corporate Travel Office Manager to take full responsibility for the day to day running, performance and service delivery of our Corporate Travel division.
This is a pivotal role designed to bridge the gap between senior leadership and frontline consultants. The successful candidate will take ownership of team management, operational performance, client delivery and service standards, ensuring the department runs efficiently, profitably and to a consistently high standard.
This is not a passive management role. We are looking for someone who is hands on, accountable and fully invested in the success of the department.
General Duties
Leadership and Management
- Manage, support and develop a team of Corporate Travel Consultants
- Set clear expectations around performance, productivity and service standards
- Monitor workloads and ensure effective allocation of resources
- Act as the first point of escalation for team issues and challenges
- Drive a positive, accountable and solutions focused team culture
Operational Ownership
- Take full responsibility for the daily running of the Corporate Travel office
- Ensure all bookings, enquiries and client requests are handled efficiently and accurately
- Monitor turnaround times and ensure SLAs are consistently met or exceeded
- Identify operational inefficiencies and implement improvements
- Step in operationally where required during peak periods or team shortages
Client Implementation and Delivery
- Oversee onboarding of new corporate clients from point of sale through to go live
- Work closely with Sales and Account Management to ensure a seamless client experience
- Ensure client requirements, policies and service expectations are clearly implemented
- Maintain high standards of ongoing service delivery across all accounts
Service Quality and Client Relationships
- Take ownership of customer complaints and service recovery
- Ensure issues are resolved quickly, professionally and with accountability
- Monitor client satisfaction and proactively address risks
- Support Account Managers in maintaining strong client relationships
Systems and Technology
- Work closely with internal IT and third party providers on system implementations and improvements
- Support the rollout of new systems, processes and tools within the team
- Ensure the team are fully trained and utilising systems effectively
- Act as a key stakeholder in resolving system related challenges
- Understand departmental profitability and contribute to improving margins
- Ensure consultants are working efficiently and in line with commercial objectives
- Support the implementation of new fee structures and service models
Key Skills and Experience
- Proven experience in Corporate Travel, with strong operational knowledge
- Previous management or team leadership experience is essential
- Strong understanding of GDS systems and corporate booking processes
- Experience in client onboarding and service delivery
- Ability to manage multiple priorities in a fast paced environment
- Confident handling escalations, complaints and complex client situations
- Commercially aware with a focus on efficiency and performance
Personal Attributes
- Highly accountable with a strong sense of ownership
- Proactive and solutions focused
- Hands on and willing to lead from the front
- Strong communicator with the ability to influence and motivate
- Resilient and calm under pressure
- Invested in the long term success of the business
What Success Looks Like
- A well managed, structured and motivated team
- Improved service levels and faster turnaround times
- Smooth onboarding of new clients
- Reduced complaints and stronger client satisfaction
- Clear operational control of the department on a day to day basis
Additional Expectations
This role requires someone who takes full responsibility for outcomes. The successful candidate will be expected to go beyond standard working hours where required to ensure service levels and client expectations are met.
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