At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?
An opportunity has arisen to join Eurostar as its Senior Lead – GDS Helpdesk.
The purpose of the role will be to lead and manage a multi-location team to provide a single point of contact for commercial and technical support to Eurostar partners using GDS distribution systems inc SBT/OBT’s (plus API & Voyager technical queries) in our 6 core markets (UK, Fr, Be, NL, De and NA).
Internal Use Only
EIL Grade E, Travel 3, based in KP or Brussels
Requirements
We are looking for someone to...
• To lead and manage a multi-location & multi-lingual team
o Develop and manage a cross functional collaboration/positive working relationship with key stakeholders in IDL, App Support, IS, Finance, Sales etc
o Develop and review appropriate team KPIs and SLA’s to monitor performance
o Provide timely reporting and action plans to maintain appropriate KPIs & SLA’s
o Escalate issues in a timely manner.
• Act as single point of contact for travel agencies using the GDS Air system, providing:
o Commercial support for agents and Corporates
o Channelling data issues (fares and timetable discrepancies) to the appropriate external and internal teams for resolution
o First line technical support and advice, diagnosing issues and providing fixes and workarounds to agents where possible
• Escalate problems that do not have a known path to resolution to 2nd line support
• Provide assistance to agents making and managing their bookings in accordance with the published GDS “How To” Guidance
• Clearly communicate processes to enable customer to own and self-service the request wherever possible.
• Contribute to the content of the Eurostar4Agents help pages and the ongoing development of the guidance documentation
• Manage and maintain records of all incidents ensuring accurate data and insight is available to support enhancement requests.
• Deliver customer service across all contact channels that supports Eurostar brand expectations, to both internal and external clients.
• Make empowered decisions on workarounds and fixes to solve customer contact that recognise both customer experience and business impact.
• Assume ownership for professional development, aligning this with department priorities and company goals.
• Apply continuous improvement methods and thinking to all areas of responsibility.
• Support in issue resolution on OBT, API and voyager queries as appropriate
• Support enhanced content delivery through managing the RCB on designated GDS platforms
You'll need ...
• Excellent verbal and written communication skills
• Service reporting with strong analytical ability enabling identification of trends and patterns in data.
• Detail focussed with a commitment to delivering accuracy in results
• Technical understanding with a key interest and knowledge of Eurostar systems, travel industry and related systems. Knowledge of Eurostar internal distribution systems.
• Continuous Service improvement and change management with a clear customer service focus and user focus with strong listening and questioning skills and experience of using these to identify issues and find solutions. Ability to problem solve using knowledge and experience to produce creative solutions.
• Ability to embrace change in all areas related to contact type, technological development and organisational improvement.
• Experience of running and managing teams
Desirable
• Experience of working in a helpdesk or technical support environment
• Awareness of GDS systems
• Interest in digital technology and analytics, keeping up to date with industry advancements
• Language skills: French, Dutch & German
Benefits
Benefits
If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!
Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
