Travel Support Supervisor

About the Role

Europe Express is seeking a Travel Support Supervisor to lead their Travel Support team. This role is crucial for ensuring travellers receive timely, professional, and solution-focused assistance while travelling. The supervisor will oversee daily operations, manage escalations, coach team members, and drive service excellence in a fast-paced, customer-focused environment.

Key Responsibilities

• Lead and coordinate day-to-day Travel Support operations.
• Manage workload, scheduling, holiday planning, and team coverage.
• Act as the escalation point for complex customer situations.
• Coach, develop, and support Travel Support Agents through regular feedback and training.
• Monitor service quality, operational KPIs, and case management standards.
• Collaborate with suppliers and cross-functional teams to resolve traveller issues.
• Support continuous improvement initiatives and operational efficiencies.
• Deliver accurate reporting and insights to management.

Requirements & Tech Stack

• Experience within travel operations, after-sales support, or customer service leadership.
• Previous experience leading, coaching, or mentoring teams.
• Strong problem-solving and conflict-resolution skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced and changing environment.
• Experience with operational systems, CRM platforms, or travel technology.
• Proficiency in Microsoft Office.
• Knowledge of Amadeus or other GDS platforms would be advantageous.
• Additional European language skills are beneficial.

Qualifications

• Working Pattern: Monday-Friday with flexibility required between 5:00 AM and 9:30 PM.
• Weekend and public holiday support may be required on a rotational basis.