About

As the Business Travel Out of Hours Manager, you'll play a key role in ensuring our clients receive exceptional support outside standard business hours. This is a hands-on operations role: you'll lead by example, managing travel operations, maintaining service excellence, and supporting a dedicated team to deliver seamless travel experiences. You will be the escalation point for urgent or VIP issues, produce clear MI/insightful reporting for senior executives, drive continuous improvement, and coach and develop your team. You'll work closely with our Business Travel day-team colleagues to ensure a seamless service and will be an integral part of our Corporate team. If you have a background in Business Travel Management and troubleshooting, and you're passionate about delivering outstanding customer service while making a real impact, we'd love to hear from you. The Job: Operational leadership (hands-on): Work live queues, manage complex reissues and set the standard for accuracy, speed and service.Team management: Lead and motivate a small out-of-hours team, oversee rotas and workload allocation, run huddles/briefs, and manage performance and wellbeing.Reporting & insight: Produce weekly/monthly MI (SLAs, response times, feedback, cost-savings). Present trends, risks and actions to senior executives.Policy & compliance: Develop, implement and oversee company travel policies and procedures; ensure adherence to client-specific policies, processes and SLAs.End-to-end reservations: Handle and manage reservations across air, rail, car hire and accommodation in line with policies and processes.Client relationship management: Build and maintain strong relationships across our client portfolio; act as an ambassador.Training & development: Onboard new starters, create refresher and cross-training plans, conduct call/booking quality audits, and deliver coaching to lift capa