ETS Consultant

The role of an ETS Consultant is to provide a seamless service to our clients outside of normal office hours. The ETS team deliver a ‘high-touch’ service that assist travellers in an emergency situation, saving them time and inconvenience, whilst driving down their total cost of travel.

PRINCIPLE RESPOSIBILITIES:

Service

• Provide a consistently high level of service to all clients and Operational staff with a desire to exceed client expectations
• Effectively manage your workload to meet deadlines, whether internally or client driven
• Demonstrate proactive thinking and provide a consultative approach, delivering an end-to-end solution
• To monitor global news feeds and risk management alerting to ensure we provide accurate and timely travel advice for our clients outside of normal office hours
• To constantly be vigilant for any possible abnormal booking requests, in line with the R&M fraud prevention procedure.
• Apply Quality Control procedures and processes in line with ISO27001 (data security certification) and PCI compliance

Product Knowledge and Optimised Value

• Can ‘think outside the box’ at any hour of the day or night if required to provide a seamless service to clients.
• Utilise all available systems and resources to enhance the traveller experience
• Ensure communication, both written and verbal, is professional, efficient and exceeds company/client performance expectations
• Handle any client complaints/issues in a professional manner ensuring the dedicated team and/or relevant department heads are kept updated
• Ensure you are fully aware of the responsibilities and procedures of other departments and/or offices within R&M.
• Strong airfares knowledge. Offer and secure lower cost options through creative ticketing, combination ticketing and/or optional net fare opportunities.
• Fully conversant with client specific travel policies, preferred supplier programmes, VIP, and High Priority Travellers and where to find the information.

Continual Development

• Have an enthusiastic and willing to learn attitude, attending all relevant training / coaching as required
• Proactively identify and implement enhancements to improve processes of the department and its ability to deliver in a timely and efficient manner
• Achieve individual and team-based objectives through the annual Performance Development Review (PDR)

SKILLS, KNOWLEDGE AND EXPERIENCE:

Exceptional telephone manner and written skills

• Experience in using MS software packages
• Excellent attention to detail
• Ability to clearly articulate the latest travel advice both verbally and in writing
• Demonstrate ability to make effective use of available resources to complete tasks to agreed deadlines
• A proven record of experience in a core business travel environment
• Full understanding of iQ system
• Strong knowledge of the travel industry, Geographical locations, and products in the marketplace
• Have a ‘team player’ approach
• Excellent interpersonal skills
• Flexible approach to working hours
• Ability to build a good rapport with all departments within Reed & Mackay