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FCM EMEA Customer Support Leader

  • Flexible, Greater London, United Kingdom
  • FCM
  • Full time

You will be responsible for both the Global Dedicated and 2nd level EMEA Support Teams and all direct client support escalations and strategy.  You must be able to troubleshoot, have strong communication skills, good negotiation skills, impeccable knowledge of OBTs and understanding of the strategy around Support. Support is provided to both internal and external users.

 

Accountabilities:

Business Focus and Accountabilities - 

  • Drive the EMEA 2nd level Support process across multiple teams
  • Develop and increase productivity within the teams and the operational front end business
  • Be the point of contact for EMEA Support Strategy and escalation
  • Working closely with all Team Leaders within the business to deliver on targets
  • Develop and monitor a programme of key performance indicators, Service level agreements, quality control across the support area
  • Handle and communicate multiple priorities to a high standard across all tools
  • Manage escalation process in a timely and effective manner making sure to communicate risk.
  • Support case reporting effectively managed both within the team and the business.  Consistently work to improve the support KPIs

Relationship Management - 

  • Strategic planning with the support team regarding the business needs and how to support these.
  • Building rapport with the Corporate business and teams to better understand their needs
  • Work closely with other Business Solutions areas to improve productivity and the support function
  • Manage risk within the team and wider business

Team Management - 

  • Build and provide the Support team focus, working with the support team seniors to provide consistent processes
  • Manage resource requirements

Qualifications / Experience and Knowledge:

  • Minimum 12 months experience at Flight Centre or 2 years Business Travel external experience -  Essential
  • A comprehensive knowledge of the GDS’s and processes -  Essential
  • Experience in a commercial or business environment -  Essential
  • Online Booking Tool knowledge -  Preferred
  • Proven success in previous roles -  Essential
  • Excellent communicator, Demonstrated business acumen
  • Motivated, driven and focused, Flexible and adaptable

What we offer:

  • Rewards platform, cash health plan, travel discounts, in-house financial 
  • Employee share plan 
  • Consistently recognised externally as a ’Great Place to Work’  
  • Fun, social, egalitarian culture with focus on ownership and responsibility 
  • Global career opportunities in a network of brands and businesses 
  • Ongoing training and professional development 
  • Hybrid working model 
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs 

This is a fantastic opportunity for the right candidate. If you'd like to start your career with one of the world's leading travel companies, apply today. 

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.

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