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Team Leader, Service Delivery – French Speaking

United Kingdom - Manchester


Are you energetic, motivated and looking to make an impact at a ground-breaking tech company, powered by the world’s largest online travel platform? If you’re looking to take responsibility for a team of French speaking agents, and help shape the customer facing service delivery of Egencia in Manchester, then this is the role for you.

Egencia may be known as the corporate business travel arm of the Expedia Group, but behind the scenes, life couldn’t be less corporate. Egencians are pioneers, problem-solvers and people-people who collaborate globally to give business travellers the very best experience every day.

What you’ll do:

  • Help to deliver exceptional customer service through leading Travel Consultants to meet and exceed Service Level Agreements
  • Take an active part in all staff development strategies to continually improve and strengthen the teams 
  • Support the Management team  in the smooth and efficient day-to -day running of the department
  • Monitor the quality, policy adherence and efficiency of service delivery by the team and assist in their training/coaching and development.
  • Conduct and engage in monthly and bi-annual review sessions with the team looking at individual performance
  • Ensure all individual members of the team are meeting both internal and external SLA’s for quality, accuracy, productivity and revenue
  • Communication of strategies and thoroughly supported action plans with relevant training/coaching as required

Who you are:

  • You have experience in people management
  • Top level spoken and written French
  • Excellent communication, planning and organisational skills
  • Advantageous to have knowledge of using a Travel GDS system such as Amadeus, Galileo, Worldspan or Sabre
  • Ideally have experience from travel, airlines, hospitality, or a similar blue chip corporate travel environment
  • Strong customer service experience
  • Strong communication; Thrive in a social environment

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.


Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.


Job Category
Customer Service Group

Job Function
Contact Center Management

United Kingdom - Manchester

Job Type
Full-Time Regular

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