Gray Dawes Travel is a multi-award winning, global travel management company with offices in the United Kingdom, Australia, Canada, The Netherlands and the United States. Established in 1865, we're constantly growing by using technology and our passion for what we do to keep evolving.
With a laser focus on offering our clients a high touch, high tech, high content experience, at Gray Dawes we're not just there to deliver the best corporate travel fares, the most innovative itineraries, the slickest online tools or the most experienced consultants. We're there as an extension of our clients' own organisations - their out-of-house travel department. We achieve this because of the depths we go to in understanding our clients, their culture, their brand values and business objectives. And we always deliver... better!
If this all sounds like something you want to be a part of then we'd like to hear from you. We offer a fantastic work environment, with all the benefits and perks you'd expect from a forward-thinking and people-focussed organisation. And we're always on the lookout for skilled and motivated individuals to become part of the Gray Dawes family.
Our people are at the heart of our business and we're recruiting for an experienced Operations Manager - National. This role will ideally be based at either our Colchester or London office. This position will involve travel to our Colchester, London and Manchester offices and you will be expected to conduct between 4-8 office visits per month (1 to Manchester and the remainder split between the other 2 offices). This is an exciting time to join us as we're rapidly expanding our operations team. You will be accountable for a high delivery of service across your teams. To respond to enquiries from key clients, using industry knowledge to give informative advice and options so clients receive the best possible service. To ensure teams prioritise service & overall performance delivery.
What You'll Do
Communicate operational standards, look for improvement of processes and oversee Supervisors, to ensure all reservations are responded to as per company SLA/policy.
Identify and agree individual and team service targets and performance objectives for Op's which will support & drive the business goals.
Monitor and review all performance indicators, taking appropriate action when performance standards are not achieved.
Establish & implement best operational working practices, policies, and processes, ensuring they are documented, monitored, reviewed and developed.
Promote and maintain a customer first culture. Support departments where there needs to be an operational presence.
Work closely with other Operational Managers to ensure that operational service standards are fully integrated with every other business function so that clients receive a seamless service.
Monitor reservations, quality check, ensure all products are provided in our service offering.
Monitor any alerts for disruptions to our clients & update all Operational staff immediately.
Work closely with Account Managers to review & improve service standards.
Establish key relationships, with key contacts from your location of accounts and build a rapport with customer/booker.
Ensure Customer complaints are logged and follow up with Customer service team.
You will need to support Supervisors and be able to service a client, for bookings and ticketing.
You will need to give training/advice and support all new team members.
Ensure that all resources are deployed effectively so that write offs are avoided & problem solve with no impact to our customers.
Attend client meetings where applicable. Discuss enhancements /solutions with client directly.
Carry out recruitment, appraisal, disciplinary and other interviews as required ensuring that they are properly documented.
Ensure that people are kept up to date with any planned or recent changes; information; product knowledge etc.
Monitor staff absence across the teams to ensure service is not unduly impacted.
What we're looking for
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Leading and managing a team within a Business Travel environment.
- GDS knowledge, experience fares/ticketing/refunds.
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Experience in managing multiple locations of staff.
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Willing to travel to multiple locations within the UK.
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Effective telephone skills.
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Verbal reasoning skills.
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Analytical - able to interpret data.
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Attention to Detail.
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Excellent communication skills - verbal and written.
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Consistently accurate.
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Able to work to strict deadlines.
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Able to work as part of team.
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Ambassador for service excellence.
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Strong team player.
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Assertive - able to achieve respect of colleagues.
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Ability to lead by example.
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Able to attend out-of-hours training/presentations.
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Some bank holiday work may be required.
What We Can Offer
Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including;
Private Health Care (after probationary period has been completed)
Cash plan scheme (after probationary period has been completed, if private healthcare chosen, then this will be payable by the employee)
Group Life Cover (after probationary period has been completed)
EAP Scheme
Pension Scheme
Volunteering days
Travel Discounts
Shopping discounts
Christmas Savings Scheme
Season Ticket Loans
