RSA - Internal - Team Leader Cotswold Square (Hillcrest, KZN)

General Information

Job title:

Travel Consultant Team Leader

Purpose:

The Flight Centre Brand (FCB) Travel Consultant is responsible for growing sales and conversion month on month by delivering a world class customer experience best priced travel deals the widest choice of product and expert knowledge to our customers to grow Flight Centres market share and win customers.

The Team Leader (TL) will focus on increasing growth within the business with the discipline through One Best Way (OBW) and adding value internally and externally to gain customer market share.

Primary duties and responsibilities (KRAs)

1. Sales Ability:
   • Follow the OBW sales process
   • Build and manage client base via different enquiry channels and data-mining to drive repeat and referral business.
   • Strong conversion ratio through pricing product offerings up- selling and customer service.

1. Product Expertise:
   • In depth knowledge of your TOP 5 destinations in store
   • In depth knowledge of your TOP 3 customers personas in store
   • Continuous self-development on preferred Helio product
   • Experts in air and land product whole-tailing
   • Participating in all product webinar and training to stay up to date with complexity of travel

1. Customer experience
   • Strong customer engagement driven through person to person ethos
   • Customer relationship management to promote the FCB brand
   • Increase following on all social media channels
   • Seamless Customer experience online and offline

• Following and ensuring pricing strategy to gain market share

1. Systems and processes:
   • Follow OBW procedures to mitigate risk within business
   • Drive air and land pricing strategy
   • Embrace technology and automation within FCB
   • OBW processes of systems implemented

1. Leadership:
   • Lead by example in all aspects on the FCB business as Brand Warriors
   • Run effective daily and weekly business meetings to monitor team and individual progress
   • Monthly one-on-ones to ensure individual progress and growth in individuals sales month on month
   • Work closely with the Area Leader (AL) to ensure business plans are achieved and month on month growth delivered on
   • Recognise Inspire influence motivate and develop team to success

Hierarchy:

Area Leader and FCB General Manager

Key communication and relationships:

Internal: Team Team Leader Colleagues Area Leader General Manager Learning and Development People Culture team members Customer experience team Finance Marketing Product IT and Helio support teams.

External: Customers and suppliers

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

Tertiary qualification

Experience:

• SA citizen/Relevant working visa
• 4 years work experience/ tertiary qualification
• Travel experience advantageous
• Proven track record

Other:

Location:

Nationwide

Travelling:

Determined by business needs

Office hours:

Determined by business needs

Additional:

Soft skills / Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Computer literacy

1

2

3

Sales

1

2

3

Time management

1

2

3

Team work/Supportive

1

2

3

Written and verbal

Communication skills

1

2

3

Self-motivated

1

2

3

Flexible/adaptable

1

2

3

Persistence

1

2

3

Discipline to follow through

1

2

3

Business Acumen

1

2

3

Integrity and Trust

1

2

3

Uphold company philosophies

1

2

3