This role demands a visible, hands-on Operational leader, to head up the front-end Business Travel reservations teams at this growing corporate travel management company.
You’ll take ownership of daily operations, ensuring they consistently deliver high-quality, commercially smart service to their clients while building a scalable, resilient operation.
Working closely with internal teams, you’ll match customer demand with agent capability, keep workflows moving smoothly, and ensure new clients transition seamlessly into the business.
This hybrid role involves 1-2 days per week in the West London office and the rest of the time working from home. Salary circa £60,000 + bonus + excellent benefits package.
What You’ll Do:
Lead & Support Teams: Direct and develop Team Leaders, setting clear expectations for service quality, accuracy, and agent productivity. Act as the senior escalation point for complex reservations and ticketing.
Resource & Capacity Management: Use real-time data and volume forecasts to deploy agents effectively, balancing workloads, minimising backlogs, and covering peak periods.
Workflow & Quality Control: Work side-by-side with reservations agents to review PNR quality, refine workflows, and turn errors or skills gaps into practical coaching opportunities.
Onboarding & Continuity: Ensure new accounts are operationally ready before launch and co-own our business continuity planning to keep service steady during disruptions.
What We’re Looking For:
- Proven operational leadership experience within a Travel Management Company (TMC) or complex corporate travel environment.
- Deep, hands-on knowledge of GDS platforms (Sabre essential, plus ideally Amadeus), ticketing, reissues, refunds, and PNR servicing.
- Strong track record in workforce capacity planning, managing to SLAs/KPIs, and handling operational escalations with composure.
- Commercial mindset with the ability to connect point-of-sale decision-making with business margin.
If you've got a strong background working in corporate travel, with excellent operational knowledge and people management skills, then we want to hear from you! Apply today.
