Senior Team Leader Customer Resolution Team - United Kingdom

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Brand Specific Description:

Do you have a passion for travel and tech? And want to work for an exciting company that’s at the top of their industry?
Business travel is back and we’re looking for talented individuals to join a team that’s working hard to reinvent the industry and make those real-life connections truly seamless once again.
Who Are We?
Egencia makes business travel better by making it more connected and complete.  Egencia puts travelers at the heart of business travel, continuously supporting them with solutions that are more engaging and effective. Guided by consumer insights and technology investments from parent company, American Express GBT, Egencia connects everything travelers need – content, technology, service and reporting – in one place. We are seeking talented and experienced individuals obsessed with customer service for the role of Customer Resolution Specialist .
You provide your prior experience and knowledge, in return we provide a solid team of inspiring colleagues and an exceptional opportunity for career advancement.  You will also be self-motivated and articulate with strong social skills and demonstrated success as a producer with the highest level of professionalism.

Position Overview:

The Customer Resolution Team Leader, within the Client Services  Organization of Egencia, is in charge of the management of a team of Client Resolution Specialists providing operational support as well as reporting on operational activities of the team

Responsibilities:

• To Monitor the quality, policy adherence and efficiency of Customer Resolution specialists
• To Act as point of escalation for any incident or case problems and resolution.
• To Conduct monthly and annual review sessions with the team looking at individual performance (quality, accuracy, productivity and reductions in financial loss)
• To ensure the team provides high quality responses and achieves excellent customer satisfaction.
• Take an active part in all staff development strategies to continually improve and strengthen the teams and assist in their training and development.
• To communication business strategies to the team and support action plans with relevant training as required
• To manage the team effectively and ensure high levels of motivation, support and cross team co-operation.
• To Support the Manager in the smooth and efficient day-to -day running of the department.

Competencies:

• Fluency in English (written and oral) compulsory. Mastery of other languages (written and / or oral) desired depending on local markets.
• Strong interpersonal and communication skills using Positive language and influencing
• Build effective relationships with all levels
• Work effectively with Superiors & Peers
• Leadership and team motivation
• Strong ability to prioritise and organise
• Analytical skills and ability to problem solve
• Strong Business Acumen

Experience and Qualification:

• Min 2 years experience as a Team Leader or in a similar position
• Knowledge of GDS (Amadeus, Sabre) desireable
• Experience in investigation and resolution skills
• Knowledge of Salesforce is a plus.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!