Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
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Travel Counselor (UK Based - Day Time Out Of Hours)
For this role you must have eligibility to work in the UK.
We are responsible for looking after the American, Australian and UK market for calls outside of the normal office hours.
Our roster works on a 12 week rotation. Our office hours are 08:00 – 18:00 UK time, our full time roster (37.5 Hours) is a 4 days on 2 days off pattern.
Please be advised that our rosters cover weekend and Bank Holidays and we are open 365 days a year.
You will be paid a generous Shift Allowance in addition to your Salary for working weekends and bank holidays.
The Emergency Traveler Counselor role at GBT will need to deliver exceptional travel service experience for our Corporate and Business Travel Customers by providing creative and timely travel solutions when booking out of hours. It is a high touch service environment. The role will form part of a highly skilled team of Emergency Travel Counselors, The role will report to a Team Coach.
Key accountabilities
• Act as Travel Advisor and Consultant to Corporate Business travelers. This may include individual corporate travelers or groups of corporate travelers
• Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilizing Sabre Global Distribution Systems
• Provide consultative advice, solutions and recommendations. This includes conducting analysis and research on the best available fare/routing, and ensuring preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Manage the booking process through the ticketing and order fulfillment, using back office systems and servicing platforms.
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• As a Travel Counselor, you are also accountable for ensuring you meet the servicing of all the accounts you will deal with.
• Coach, develop and mentor more junior Travel Counselor colleagues in the team as needed
Experience
• Needs to have at least 2 years’ corporate travel counselor experience, including detailed understand of fares and ticketing rules, both domestic and international, land, air and sea travel
• Able to work under pressure and multi-task while maintaining a professional rapport
• Act with a sense of urgency and adherence to carefully managing call time
• Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services
• Experience in working with the Sabre Global Distribution System (GDS)
• Experience working in a team
• Experience working in a high touch service environment where performance is measured through both customer satisfaction as well as through meeting and exceeding key revenue and servicing targets
Skills and Competencies
• Passion for Excellence in Client Service
• Professional Communication – both written and verbal
• Attention to detail - ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Native Sabre GDS expertise
• Problem Solving, with a process improvement mindset
• Change ready
• Learning agility and openness to feedback
• Working as a team and self-motivation
Location
United Kingdom - Virtual Location
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
Wellbeing resources to support mental and emotional health for you and your immediate family.
And much more!
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
