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Team Leader- Service Delivery

United Kingdom - Manchester


Egencia is Expedia Group’s business travel company. In the same spirit, we are pioneers in the industry. Always solutions oriented, we value human contact. Egencia's teams collaborate globally to provide business travelers with the best possible user experience every single day.

What you’ll do

Reporting to the Service Delivery Manager, the Team Leader based in our Manchester Office will be helping to deliver excellent customer service through leading Travel Consultants to meet and exceed Service Level Agreements. You'll motivate and coach the team to use our in-house booking tools and bespoke systems and ensure that Egencia is represented as an ambassador of service excellence.

Key Responsibilities:

  • Leading and motivating a team of Business Travel Consultants.
  • 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 team's quality, policy adherence and efficiency of service delivery 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.
  • Deliver monthly Consultant Scorecard and quality Feedback.
  • Ensure all incentive opportunities are optimized by the team.
  • Be creative in setting key performance indicators.
  • 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.
  • Act as first point of contact for client problems and resolution.
  • Assist the Travel Consultants in using their knowledge of the in-house web-based booking tool and customer questioning skills, to find opportunities to achieve ‘best value’ from client spend.

Who you are

You’ll likely have experience in people management – this will undoubtedly bring out your excellent communication, planning and organisational skills. You will couple this with knowledge of using a Travel GDS system such as Amadeus, Galileo, Worldspan or Sabre, and your experience from travel, airlines, hospitality, or a similar blue-chip corporate travel 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 Group 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.


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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