Team Leader – QLD Assist Team

Role Details
Job Title: / Team Leader
QLD Assist Team / Closing Date
Start Date / 4st of April 2011
11thof April 2011
Reports to: / Area Leader Corporate / Agreed by: / James Kavanagh
Expressions of Interest / Jen Duncan (Recruitment)
Job Purpose: / The TL is responsible for leading and growing the team who services FCm and Corporate Traveller customers in Queenslandoutside core business hours of 7am-7pm Monday-Friday.
The TL will be responsible for establishing the QLD Corporate Assist team and setting the framework for servicing existing clients. The TL will also be responsible for growing the sales of customers who want to book during these hours who are currently not booking with us. In addition, the team will manage crisis travel management outside core business hours.
The role is varied requiring the candidate to multi-task, manage shift rostering along with engaging people to think on their feet and deliver a great customer experience in a fast paced environment.
This position brings flexibility of shifts between the hours of 6.30pm-7.30am (Mon-Thu) and 6.30pm Fri -7.30am Monday (including full days on public holidays).
Key Attributes
Consultant Attributes / Team Leader Attributes
High Level of Customer Service / Ability to build high Team Morale
Proven Problem resolution / Take Ownership for all results
Target motivated / Experience in Training staff
Ticketing Experience Highly Desirable / Excellent Communicator
High Level of Accuracy / Excellent operational knowledge
Person Profile
Key Competencies
Competency / Description
Provide outstanding customer service. / Accepting responsibility for resolving customer issues, queries, and problems in a timely, efficient and positive manner. Building rapport with clients and business stakeholders to effectively build and manage relationships. Acting with honesty, integrity and patience, displaying non-bias in resolving customer issues. Acting in the best interest of customers whilst recognising the mandate of the business,following customer policy and strong adherence to operational guidelines/cheat-sheets. Following through on agreed outcomes.
Sales Ability / Drive sales within the team encouraging consultants to up-sell and add value to our customers and capture 100% of the booking.
Technical knowledge / Display high knowledge and experience levels in fares, ticketing, GDS, and Assist operational systems.
Ability to cope under pressure in crisis situations / Thinks logically and has the ability to lead a team through extreme global events (e.g earthquakes), managing high call volumes in a stressful environment ensuring our customers receive a great service experience. Pro-actively managing such situations.
Upholds company philosophies / Takes ownership for success and failures. Demonstrates belief in philosophies and values. Exhibits a passion for the QLD Assist business and FCL. Demonstrates commitment to technical and personal development. Encourages a sense of enjoyment in the workplace by maintaining positive attitude. Attends staff events whenever possible. (Including Buzz nights, Conferences, Planning Days)
Maintains FCL systems / Adopts a disciplined approach to FCL systems.
Ensures that systems are adhered to.
Working effectively in a team / Builds trust and shows support and mutual respect within the team. Communicates in open, professional manner in team discussions. Works effectively within team and supports others to achieve business and personal objectives.
Acknowledge, celebrate and encourage / Praise and recognise people for a job well done. Shows confidence in the abilities of each team member. Creatively rewards others for their contributions and success.
Experience & Knowledge
Experience/Knowledge / Essential/Desirable
Fares & ticketing knowledge; GDS experience / Essential
FCL experience / Essential
Corporate experience / Essential
Dispute resolution / Highly desirable
Proven Leadership Experience / Highly desirable
Skills & Abilities
Skill/Ability / Description
Fare calculations / Ability to interpret and calculate fares, change fees, additional collections with a high degree of accuracy.
Sales Process / Understands the sales process and has the ability to drive sales including “add-on” additional travel products during the sale.
Problem solving / Identify and analyse problems in a timely manner and act in a proactive manner towards a solution.
Communication skills / Highly developed written and verbal communication skills. Strong interpretive abilities
Target driven / Proven track record in meeting and exceeding targets whilst maintaining high level of customer service.
Time management / Ability to work under pressure, unsupervised, manage time effectively and meet deadlines.
Rotating roster / Ability to work in a flexible environment between the hours of 6.30pm-7am Mon-Fri and 6.30pm Fri-7.30 am Monday (including full days on public holidays). Note, times are indicative only and subject to change.
Qualifications
Qualification / Essential/Desirable
Fares and Ticketing I and II / Desirable