Operations Team Manager (Germany based)

With offices in the UK, USA and South Africa, we are a growing Travel Management Company specialising in the charity, academic and not-for-profit sectors, and we are proud and passionate about what we do.

As we expand our business in Europe, we are looking for an Operations (Reservations) Team Manager based in Düsseldorf, Germany. This is a fully remote role to assist our day-to-day running of the Operations Department, with regular travels to the headquarter in Manchester (UK). You will support a team of Business Travel Consultants, promoting our company values and behaviours, culture and work ethic. Primary responsibilities will include:

1. Ensuring there is a constant and consistent focus on quality of service across their team and that customer service levels are of the highest standards in the industry.
2. Managing teams to exceed targets and standards through ensuring a coaching culture, supporting team development and challenging under performance.
3. Being a first point of escalation for price matching, customer issues or feedback, investigating and resolving initially, before looking for opportunities to improve procedures to reduce reoccurrence.
4. Identifying training needs of team members and work with L&D to provide the necessary support.
5. Managing the workload within the team throughout the day to maximise productivity and achieve SLAs.

Minimum requirements:

1. Excellent written and verbal communication skills in German and English.
2. Team Manager / Team Leader / Assistant Team Manager experience gained in a fast-paced TMC / travel industry environment.
3. Good GDS knowledge; Amadeus/Galileo preferable but cross-training can be undertaken.
4. Excellent organisational skills, the ability to work under pressure and prioritize own workload.
5. Strong experience of nett fares, including airpasses and RTW fares preferable.
6. Ability to plan current and future workloads.
7. A “lead by example” work ethic to drive first class customer service from the reservations department with all clients, suppliers and Diversity departments.

In return you will receive:

1. Salary to 60k EUR plus OTE bonus (on average of 4k EUR; links to performance) per annum.
2. 28 days Annual Leave plus bank holidays.
3. Life insurance.
4. Private healthcare.
5. Option to buy or sell additional annual leave.
6. Excellent opportunities for progression in a fast-growing company.
7. Access to discounted staff travel.

If you are interested in the Operations Team Manager Germany role and meet the criteria above, then please get in touch. Our working hours are 8.45am - 5.30pm CET, Monday – Friday; with 1 weekend shift (either Saturday or Sunday) in every 6 weeks. This is a home-based role (in Düsseldorf, Germany) and will involve quarterly travel to Manchester office for training and meetings.

Welcome to Diversity Travel – We are a successful travel management company for the charity and academic communities. We are passionate about developing our people, creating dynamic partnerships with our customers and providing responsible travel solutions. We invite you to visit our company LinkedIn page https://www.linkedin.com/company/diversity-travel/ to learn more about us and what we do.

PASSIONATE - We’re driven to help make the world a better place, creating dynamic partnerships with our customers and an environment for our people to thrive.

BOLD - We embrace innovation and challenge the status quo to deliver outstanding results.

MINDFUL - We prioritise sustainability, ethical practices, and responsible travel, ensuring that our service leaves a positive and lasting impression.