Job Description

As the Business Travel Out of Hours Manager, you'll play a key role in ensuring our clients receive exceptional support outside standard business hours. This is a hands-on operations role: you'll lead by example, managing travel operations, maintaining service excellence, and supporting a dedicated team to deliver seamless travel experiences. You will be the escalation point for urgent or VIP issues, produce clear MI/insightful reporting for senior executives, drive continuous improvement, and coach and develop your team. You'll work closely with our Business Travel day-team colleagues to ensure a seamless service and will be an integral part of our Corporate team.
If you have a background in Business Travel Management and troubleshooting, and you're passionate about delivering outstanding customer service while making a real impact, we'd love to hear from you.
The Job:

• Operational leadership (hands-on): Work live queues, manage complex reissues and set the standard for accuracy, speed and service.
• Team management: Lead and motivate a small out-of-hours team, oversee rotas and workload allocation, run huddles/briefs, and manage performance and wellbeing.
• Reporting & insight: Produce weekly/monthly MI (SLAs, response times, feedback, cost-savings). Present trends, risks and actions to senior executives.
• Policy & compliance: Develop, implement and oversee company travel policies and procedures; ensure adherence to client-specific policies, processes and SLAs.
• End-to-end reservations: Handle and manage reservations across air, rail, car hire and accommodation in line with policies and processes.
• Client relationship management: Build and maintain strong relationships across our client portfolio; act as an ambassador.
• Training & development: Onboard new starters, create refresher and cross-training plans, conduct call/booking quality audits, and deliver coaching to lift capability.
• Continuous improvement: Champion customer satisfaction, root-cause analysis and service improvements; document and share best practice/playbooks.
• Seamless continuity: Partner closely with day-team colleagues and Management team to ensure handovers, escalations and communications are tight and consistent across the Corporate team

Skills Required:

• Proven, hands-on leadership managing a small team in a fast-paced, multi-channel operations environment.
• Expert user of travel booking technologies such as Travelport (Galileo), Amadeus, Evolvi and Conferma.
• Strong travel product and geographical knowledge, with the ability to upsell and enhance the client experience.
• Experience in training, coaching and quality assurance; comfortable giving feedback and developing others.
• Excellent written and verbal communication; calm under pressure with strong problem-solving and prioritisation skills.
• High attention to detail and a commitment to compliance, accuracy and client satisfaction.
• A collaborative teammate who can also work independently and take ownership end-to-end.

• Highly motivated with a track record of achieving goals and exceeding performance targets

The Package:

• Salary dependant on experience
• Remote working option
• Hours: Monday - Friday 1700 -2200 ; Weekends 0800 - 2200

If you are interested in the above vacancy please click 'APPLY' or email your cv to helen@traveltraderecruitment.co.uk

Skills Required