Duty Manager

Shift Management
-Ensure tasks are distributed to the teaUpgrade to see actual infombers on shift to ensure maximum efficiency and service quality
-Act as an escalation point for any issues the GST Team might be facing
-Monitoring team performance daily and spot check their output; ensure everyone’s performance is in line with the company objective
-Oversee the communication from GST to internal and external stakeholders
-Ensure the team practices are in line with published LMS training documents (including and not limited to the Escalation Protocol)
-Manage the shift overflow (messages, calls and any other duties as/if required)
-Be available to be on shift when/if required
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management


Booking and Cancelling Management
-Act as an escalation point for complex cases related to booking or cancellation management
-Work on continuous process improvement, ensuring the team is up to date with all current process.
-Ensure the team operates within the defined guidelines for booking and cancellation management consistently
-Manage stakeholder complaints regarding booking and cancellation management
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management

Guest Communication
-Ensure the team manages guest communication within the designed framework and according to the department process
-Act as an escalation point for any issues the GST Team might be facing
-Manage stakeholder complaints regarding guest communications
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management


Reporting
-Review, manage and update various reports as required by the Branch Manager and/or PTK UK Management.
-Record Agent's stats as required by the Branch Manager and/or PTK UK Management
-Take full ownership of the daily log, including upkeeping and consistent team input.
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management


Training and Performance Management
-Support GST Team Training and onboarding
-Ensure all TeaUpgrade to see actual infombers are trained on all department processes
-Record Team performance, and provide feedback to ensure optimum performance
-Organise regular one-to-one with GST TeaUpgrade to see actual infombers to review their performance
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management



Business Process and tools
-Ensure the Team follows the department protocol, as per the training
-Ensure the Team updated and uses the department tools
-Work on continuously improving processes to enhance the guests’ experience and business efficiencies
-Perform any other reasonable tasks assigned by the Branch Manager and/or PTK UK Management

Schedule
-Manage the schedule in case of last-minute absence
- Ensure adequate staffing at all times, using the reporting tool at your disposal and liaise with the Branch Manager if this needs to be reviewed

Other
-Deputy for the Branch Manager in case of leave and/or absence, as per Branch Manager Job Description, excluding point 2, 6 and 8

Quality and KPI
-Maintain a response time below 2 hours on every shift
-No more than 4% of formal stakeholders (based on number of stakeholders; assuming we have 50 Territories, the number of -formal complaints PCM should not exceed 2) complaints PCM regarding breach of process from the GST Team
-Ensure Team performance management is formally carried out (In Training, once a week / In probation every month / Pass probation quarterly)

Language requirements:

-Knowledge of English at level B2/C1 according to the Common European Framework of Reference for Languages (CEFR) levels to be proved by valid documents if required.


The Independent Contractor reports to the Pass The Keys/ Operations and Service Delivery Manager/ Team Leader and to the Company General Management.

Who are we looking for

-A Tech-savvy individual with a passion for Customer service
-An inspirational individual able to leads a team with a least 6 months of managerial experience
-Experience with Airbnb, B.com, VRBO booking management systems
-Organise and thorough, able to work independently and make decisions assisted by processes
-Flexible and able to support management to drive change
-Able to evaluate employee performance and provide feedback and coaching as needed
-Someone able to work on a rota basis
-Someone aligned with our values
-We Deliver What We Promise
-We Take Ownership
-Every Week A Better Company
-We Care
-We Don’t Waste Resources
-We Are Proactive