ETS Consultant
Skills
About This Role
Overview
At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit.
As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients.
Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.
Looking for the next opportunity?
Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
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.
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)
What We’re Looking For
- 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
Equal Opportunities
At Reed & Mackay we welcome everyone with an open mind and an open heart.
This is because we knowpeoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities.
No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent.
Please notify us of your requirements at recruitment@reedmackay.com.
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