Leading a team representing the entire range of Agiito, value proposition, products and services, whilst leading the customer account planning cycle and ensuring our customers’ needs and expectations are met by Agiito.

Leading a team representing the entire range of Agiito, value proposition, products and services, whilst leading the customer account planning cycle and ensuring our customers’ needs and expectations are met by Agiito.

Through effective account management and by building and maintaining strong working relationships, I’m able to steer the direction of my customers to ensure best practice. I’m able to identify and investigate potential issues then suggest and implement solutions to avoid future problems. Supporting this, I ensure I continually keep my customers informed of any travel industry changes or trends that could affect their business.By monitoring customer satisfaction and with ongoing consultation I’m able to analyse customer spend/trend and policy and make appropriate recommendations. This helps to ensure the delivery of contracted KPI’s to customers from both a savings and end user experience. Agiito is not your average travel management company. We’re a forward thinking travel, meetings and event management company. Supporting a range of UK based organisations, we use innovative technology, valuable insight, and the expertise of the best people in the industry to help our customers challenge behaviours, and reduce and control costs, whilst putting travellers’ welfare at the heart of any travel and meetings programme.We strive to achieve this by living by our company vision: To revolutionise business travel, meetings and events services through our knowledge, curiosity and innovation to enable every customer to realise the value of smarter working.

Effectively integrate any new sources of data into the central Agiito database, including loading of new hotels and venues and their details.To be responsible for quality checking, accurately uploading and maintaining all supplier database records, facilities, supplier group rankings and amendments.Manage the creation and updates of all database fields in line with company policy.Improve the hotel & venues content within the Agiito booking system.Formalise GBTA specification to Agiito group requirements.Liaise with travel management solution companies to ensure hotel suppliers complete all information according to Agiito requirements.Liaise with RFP specialists to ensure timely release of Agiito programme to suppliers.Prepare and upload the GBTA documents into the Agiito hotel system to complete the Agiito rate & information programme.Full liaison with hotel suppliers to ensure timely loading of all Agiito and government rates.Liaise and assist suppliers to update the Agiito Extranet with supplier product information.Provide suppliers with log on details and reports for the Agiito Extranet.Produce the GDS audit reports and analyse results to improve rate availability.Action the GDS error log, resolving problems within agreed timelines.Work with IT department and GDS key contacts to assist in the resolution of technical issues.Liaise with Suppliers to resolve queries.Regularly liaise with Operations team to establish key distribution challenges and work to find resolutions.

Daily line management, motivation and development of a team.Daily operational updates with peers escalating issues where appropriate.Delivering excellent customer service and achieving all Service LevelAgreements to our clients.Monitoring and managing customer service including handling of complaints, follow up and satisfactory resolution.Monitor a percentage of telephone calls based on client Service LevelAgreements for quality, clarity and accuracy.Performance manage your team using the available managementinformation.Conduct appraisals of team, identifying and delivering any trainingrequirement and performance improvement measures.Work closely with the account management team to address service failure points and ways to fix these areas and recover customer confidence.Continuous delivery services and process of improvements.Working cross departmentally to ensure the seamless delivery of customer service.To work in conjunction with the business support unit in optimising staffing levels, including shift patterns, overtime and out of hours to meet the business demand.Managing HR issues in accordance with Capita Managers Guide onemployment practices and Employment Legislation.To coach, motivate and retain staff and co-ordinate reward and incentive schemes.Ongoing review and development of consultants core responsibilities and tasks.