ABOUT THE OPPORTUNITY
Join FCM Travel as an Assistant Team Manager and play a key role in driving outstanding client experiences, team performance, and business success. This role offers the opportunity to lead by example, support the Team Manager in delivering a profitable operation, and step confidently into leadership when required. You'll work closely with team members, clients, travellers, suppliers, and key stakeholders, helping to build a high-performing, customer-focused environment. If you're passionate about service excellence, coaching others, and achieving results, this is an exciting next step in your career.
KEY RESPONSIBILITIES
- Support the Team Manager in running a profitable business aligned with company philosophies and systems.
- Lead by example through exceptional client service, professionalism, and business acumen.
- Manage all aspects of the business during the Team Manager's absence.
- Meet and exceed client SLAs for response and turnaround times.
- Resolve service issues professionally and efficiently.
- Build and maintain effective relationships with executive assistants, travellers, clients, and suppliers.
- Interpret customer requirements accurately and deliver tailored solutions.
- Follow FCM operational systems, standards, and processes.
- Coach, train, and develop team members across products, technology, and client-specific requirements.
- Drive team engagement, morale, and performance against targets and KPIs.
- Attend client meetings and networking events to strengthen relationships and grow business opportunities.
- Support business growth through exceptional customer service and proactive problem-solving.
- Complete financial tasks and analysis to support business performance.
- Conduct team meetings, one-on-one coaching sessions, and quarterly reviews.
- Identify opportunities to improve client outcomes and operational effectiveness.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
EXPERIENCE & QUALIFICATIONS
- Minimum 12 months' experience at Flight Centre (Essential).
- Proven success in a previous role (Essential).
- Leadership training (Desirable).
- Strong customer service and relationship-building capability.
- Experience coaching, motivating, and developing team members.
- Strong organisational, multitasking, communication, and time management skills.
- Ability to work towards targets, KPIs, and business goals.
FCM Business Assistant Team Leader in London employer: Flight Centre
Flight Centre Travel Group is an exceptional employer, offering a vibrant and inclusive work culture that prioritises the well-being and growth of its employees. With a strong focus on professional development, generous benefits including travel discounts, and a collaborative environment, this global engineering leadership role provides the opportunity to shape the future of Order Management Automation while working alongside passionate travel enthusiasts. Join us in a dynamic setting where innovation meets stability, and every 'Flightie' is valued and supported.
