Online Operations Team Manager

Overview and what we offer

• Mon - Friday 37.5hrs

• Location -  Manchester

• Refer a friend for £1000 bonus which is unlimited!

• Generous holiday entitlement

• Day off for your birthday

• Staff Awards

• Hotel and airline discounts

• Employee Assistance Programme

• OUR COMPANY CULTURE IS..... Bright, Energetic, Fast Paced and Rewarding, where we PROVIDE you with the opportunity for that brighter FUTURE!

• Clarity Travel is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

• At Clarity we not only listen, we adapt and we deliver

Who we are and what we do

We're a global, multi award winning Business Travel Company and we make business travel straightforward! By getting our customers where they need to be for work, safely, efficiently, and cost-effectively. We do this through a fusion of cutting-edge-technology and exceptional customer service.

Our team comprises of over 800 industry experts, delivering the right service at exactly the right moment, we are the trusted provider of hassle-free travel management programmes for progressive businesses and organisations everywhere.

Our people Are the heartbeat of our business and we invest heavily in training and development through our dedicated training academy and personal career development growth programmes

Clarity Business Travel company and a top 10 UK-based Travel Management Company which is part of The Portman Travel Group click here to view our LinkedIn Careers Page and includes Brighter Event, Elegant Resorts, If Only and Destination Sports Group

Role Purpose

Leading a team of Online Operational agents who support Clarity clients with training, troubleshooting and fulfilment in relation to the Online Booking Tools.

 The key purpose of the role is to lead, coach and motivate the 1st Level Online Support Team to deliver a professional, high standard quality customer service & comprehensive support to all Online clients through the booking process and helping support the Online Strategy to reduce contact & manual action being taken by the Online Support Agents. 

Operational – Key Tasks

·       Improve individual and team performance to ensure client issues and queries are dealt with within targeted SLA.

·       Ensure the branch is adequately staffed, considering annual leave and peaks and troughs of the business.

·       Hold regular 1:1’s with the team to discuss their overall performance in line with the company objectives. Set clear action plans for underperformers.

·       Coach and develop members of the team including identifying areas of training and development within the team. 

·       Review Online Reasons for Contact and assist in strategy to deflect contact across all contact methods – Call, Email, Chat, WhatsApp, Webform.

·       Review operational and administration processes in conjunction with the company standards.

·       Oversea client implementations and ensure they are actively trading in a timely manner.

·       Ensure that the branch operates efficiently and effectively.

·       Investigate complaints and queries in a timely and efficient manner ensuring that customer service is paramount.

·       To be an escalation point of any service issues which have been logged by the clients and account managers.

·       Support Online Manager when on leave acting as POC for Head of Online Ops.

People Management

·       Consider PDPs and set expectation on appraisals and 121s (All employees should have as a minimum 2 reviews each year, at mid and end of year) 1:1s should be regular as required based on the individual, weekly, biweekly or monthly as a minimum.

·       Manage, support and coach individual and team performance.

·       Maximise individual and team results by increasing productivity and improving overall performance

·       Encourage a customer focused working environment with clear responsibilities and expectations for team members.

·       Hold regular team talks with the team to ensure they are kept informed about performance against targets and key business issues.

·       Be an ambassador of our brand and create a culture where people are motivated and can thrive

·       Champion wellbeing and support mental health within your team – creating a safe space for conversations, supporting with change, taking part in Healthy space activities and encouraging a healthy work life balance.

·       Be an inspiring leader who embraces our managers commitments to support a motivated workforce, working collaboratively to achieve business priorities through our values and guiding principles.

Compliance and Governance

·       Adhere to company policies and procedures.

·       Ensure that departmental processes, procedures and standards are adhered to.

·       Undertake all training as directed, including mandatory training and staff inductions

·       Safeguard clients’ and colleagues’ personal information. This includes:

o   Using IT devices, software and systems only as instructed

o   Being familiar, and complying with, data security policies made available to you

o   Knowing how to recognise, and report, security/data incidents 

·       Adhere to other compliance areas including, but not limited to, ISO, PCI DSS, GDPR, Human Rights, Health and Safety and Anti-Bribery and Corruption.

·       Support Environmental, Social and Governance (ESG) principles in the workplace, whether it's choosing sustainable suppliers, minimizing resource consumption, or promoting diversity and inclusion

Skills and Experience

·       Experience leading, managing or supervising a team

·       Exceptional communication skills both verbal and written

·       System knowledge to include the Clarity primary Online booking tool along with other supported Online Booking Tools.

·       Dealing with conflict and personnel issues

·       Professional approach to matters under stressful, pressurised, and demanding environments

·       Ability to think logically and consider all relevant aspects with strong analytical skills

·       Must adapt well to change; and successfully set and adjust priorities as needed

·       Be self-motivated and well organised.