Ticketing Supervisor | Audley Careers Hello, world!

Ticketing Supervisor, Witney;Hybrid

Salary: Dependent on Experience

About us
Audley Travel is an award-winning, consistently recognised tour operator that specialises in tailor-made travel in over 80 countries. Our clients come to us because we are the true experts of the region and use our knowledge to provide meaningful travel experiences. Our employees are passionate about travel and exploring other cultures.  In 2021, we proudly celebrated serving our travel clients for 25 years.  Take a look at our video below to get a real taste of who we are and what we love doing: 

https://www.youtube.com/watch?v=H-AhWeqsvds  

The role
As a Ticketing Supervisor you will ensure that all ticketing work is completed to a high standard whilst focusing on accuracy, productivity, and profitability. 
You will be responsible for providing support with management and workload planning for the Ticketing team. Your goal is to ensure that the team runs efficiently, is highly motivated and successful in all aspects of ticketing, airline contract usage, airline relations, Galileo, and Sales support.

Your responsibilities will also include:

Team Management
  • Assist the Flight Operations Manager in ensuring the overall productivity and efficiency of the Ticketing Team to ensure a consistent, efficient, and accurate rate of work by each of the team members
  • Ensure that Ticketing Team and individual KPIs are delivered whilst maintaining a high level of accuracy so as incur minimal costs e.g. tax increases, significant contract changes and target mailings etc.
  • Assist the Flight Operations Manager to ensure the overall workload of the department is well planned and executed to meet targets, deadlines, and SLAs, anticipating any peak periods as necessary
  • Be a day to day support to answer questions from the Ticketing team, offering direction and knowledge and helping to find solutions to any issues that are raised
  • Be responsible for recognising the training needs across the entire department and planning the required training sessions (including external training)
  • Interview, on-board and oversee the probationary period of any new starters, ensuring that all accompanying documentation is up to date
  • Conduct 1-2-1s and quarterly check-ins with the individual members of your team to provide support in carrying out their roles. This could include identifying training needs, or development potential, assisting them with challenges or answering day-to-day queries

Ticketing Workload
  • Plan and update the rota to ensure all tasks are sufficiently covered and that all staff are rotated fairly
  • Monitor workload throughout the day moving resources if required to cover the tasks when volumes are high
  • Have expert knowledge of all contracts that used for ticketing
  • Be familiar with the department ADM records ensuring that they are kept up to date, disputed or accepted where necessary
  • Be able to support all rota tasks – managing queues, manning the Ticketing Helpdesk, checking work and issuing tickets as required
  • Monitor and distribute the weekly Ticketing Admin workload, looking ahead to anticipate peaks and troughs in volume
  • Assist the Flight Operations Manager with any new product placement, supporting the implementation and training
  • Be a key member of the team in a crisis situation or in the case of an operational incident
About you
You have proven track record of supervising or managing a successful team and motivating them to achieve KPIs and SLAs.

Additional experience required:
  • Committed to achieving success through the development of processes and procedures
  • Resilient to pressure, whilst remaining calm and clear minded
  • Patient with others and willing to transfer own knowledge and experience to others
  • High levels of accuracy and productivity with a proven track record for achieving ticketing targets with a low ADM rate
  • Possess high amounts of initiative to deal with challenges and suggest solutions
  • Self-motivated and able to be resourceful during peaks & troughs of workloads
  • Able to analyse any potential issues and problem solve effectively
  • Have a passion for self-development and to proactively improve knowledge and learn from experiences
  • Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel

What you’ll get in return
  • Holiday – 25 days rising to 30 with length of service
  • A day off for your birthday
  • Smart Working – This provides the opportunity for all of our employees to have more choice and flexibility when it comes to deciding where, when and how we work within the UK
  • Healthshield health cash plan
  • PERKS Benefits Platform – access to discounts and cashback with hundreds of retailers
  • At-cost Audley trips and access to staff travel discount websites
  • Sabbatical leave
  • Enhanced family leave
  • Long service awards
We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.