ETS CONSULTANT - Reed & Mackay

ETS CONSULTANT

London, Farringdon

London, Farringdon 18th November

REPORTING TO: ETS SHIFT LEADER

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, and together we are setting the agenda for the future of business travel.

JOB PURPOSE:

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.

PRINCIPAL RESPONSIBILITIES

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)

KNOWLEDGE, SKILLS & 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

NEXT STEPS:
If you believe this role is for you, please send your CV to Recruitment@reedmackay.com