Aviation Team Leader in Market Harborough

Changing lives through travel

At G Touring we’re passionate about travel. We love exploring the world with our customers and we are built on the mission of ‘Changing People's Lives Through Travel’. G Touring operates two market-leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is one of the original dedicated solo operators.

Aviation Team Leader

Purpose of the role:

Leading, managing and motivating a team to reinforce and develop outstanding behaviours to fulfil the Aviation needs of the business and providing excellent customer service internally and externally. Driving the team to hit deadlines, control costs and manage the Aviation function with a high level of precision to support the business to deliver a holiday of a lifetime, every time.

Working Hours

We offer permanent full-time (37.5 hours per week) Monday to Friday. We would also consider part time applications. There will also be occasions where you would be required to cover the emergency phone.

In this role you will:

• Support direct reports in developing their performance to an agreed level of excellence.
• Monitor and manage performance through coaching, 1-2-1’s, reviews and smart objective setting.
• Hold regular meetings to identify the individual development needs of each team member and coaching to maximise their potential and evaluate their performance.
• Build a Team who are highly skilled, customer focused and maximise all opportunities, offer solutions to our customers’ needs and investigate alternatives where needed.
• Hold regular team meetings to encourage sharing of knowledge, best practice, successes and build team morale.
• Recognise outstanding performance and celebrating success with the team and share those successes across the wider business.
• Follow company policies and guidelines to ensure effective and consistent management of the team.
• Monitor key processes and systems to ensure the team are compliant with GDPR, company procedures and achieving service levels.
• Work as part of the Aviation management team to drive change, make improvements within the department.
• Manage resources to ensure there is enough cover to service our internal customers.
• Work as part of the Aviation management team to drive change, make improvements within the department.
• Role model the company values and self-development.
• Inspire the team to demonstrate company values and strive for self-development.
• Be the department lead for Aviation customer facing Sales, such as Upgrades and On Request booking - monitor performance to ensure as a team we are hitting SLA’s and maximising profit and conversion.
• Build and maintain a good working relationship with airlines as well as supporting internal departments within the business as required.
• Ensure the right flight is always displayed internally and externally, making sure it is contributing to an excellent customer experience.
• Work within agreed financial limits and to tight deadlines to avoid penalties for not releasing unused flight inventory back to airlines.
• Manage schedule changes and regional flights looking for the best solution for the customer and the right price for the business.
• Complete flight lists & ticketing on time to ensure there are no restrictions to the customer documentation process.
• Ensure bookings are up to date and tickets issued with the correct fare information.
• Ensure any changes to airfare are flagged & completed via the cost amend processes.
• Effectively communicating using the Tour Change process to advise customers of specific changes.
• Seek tax recoveries on flight bookings and assist the finance team with any flight cost discrepancies from inventory management.
• Work with the Sales Centre to ensure we have the correct customer information to provide an air ticket ready for travel.
• Review, update, and complete various tasks from Aviation reports such as Consolidation Memo, Commitment Chart, Cancellation Report, Flight List and, Ticketing report.
• Participate on the call rota to support the business outside of office hours.
• Provide training and support when needed for Aviation team members as well as other departments around the business as required.
• Work with Aviation Contracts Co Ordinator to effectively manage our systems, Amadeus, net fares and BSP.
• Support Aviation Manager with BSP and CC forecast.
• Support Customer Care with Aviation customer feedback to assist in compiling the response.

To be successful in this role you will:

• Have proven people management skills within an Aviation/Travel focused role.
• Be a result driven achiever.
• Be able to analyse data and management information.
• Be forward thinking with the ability to recommend and help drive change.
• Motivate others and self.
• Communicate effectively to inspire others to be their best.
• Deal with complex issues in a professional and solution driven manner.
• Make decisions and take ownership.
• Be positive, confident, efficient, and organised.
• Show a consistent but individual approach to people management.
• Have a flexible and adaptability leadership style.
• Be innovative and be able to support and lead the team through change.
• Have strong system capability, Sales Force preferable.
• Good GDS knowledge including ticketing, preferably Amadeus is desirable but can be trained.

Our culture is more than just some words on paper. It drives us to be better for our customers and our team, and to ensure an inclusive and forward-thinking workplace for all. Visit our Careers website to get a feel for our values and award-winning culture: https://careers.g-touring.com/

Why work with us?

• We’re all about "you" being the best you can be and we want you to be yourself too.
• Access to Vocational Learning Support
• The opportunity of "Learning Journeys" to learn about our holidays and to meet our customers
• Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey.
• Freedom to accelerate/drive change.
• A genuine ‘one team’ approach where everyone counts and everyone is welcome at G Touring.
• We can offer you a range of benefits, including flexible working, a generous holiday allowance, healthcare cashback plans, travel industry and holiday discounts for you and your family, and so much more.

If you would like to know more about G Touring, our culture, benefits, and why we are continuously voted ‘The Best Place to Work’, you can visit our careers website here: https://careers.g-touring.com/

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