Flights Outbound Team Leader

Regular Edinburgh International Business Other Job ID:6004

Update 2025-07-09

Job Description

Who we are

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Group is a leading global travel service provider comprising of Ctrip, Skyscanner, and Qunar.

Across its platforms, Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Who we are looking for

The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their team individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where the team are engaged and feel a positive sense of achievement about their role in delivering world class customer service.

You will be responsible for using data to identify opportunities to coach your team and celebrate their success. As a leader you will take care of all elements of your associates' satisfaction and engagement at work, including communication and management of their rota, ownership of their performance management process and taking action on emerging issues. We'll expect you to go the extra mile, but we'll also make sure you're supported with the right leadership, training and development.

What you will get in return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 33 days annual leave
• 3 additional days leave for parents/guardians
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Performance based bonuses
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working options are available after your first 6 months, contingent based on performance
• Frequent employee engagement events
• Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at

What you'll be doing

• Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
• Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
• Be first point of call for resolving escalated issues to the satisfaction of the customer in a timely manner to minimise risk to the Company and the customer
• Maintain the highest levels of client and customer satisfaction
• Involved in difficult conversations and solving complaints in a positive manner
• Act as a role model in displaying Ctrip's values in all activity and communication, promoting a positive and professional image of Ctrip at all times

What you'll need

• Have previous Team Leader, Supervisory or Managerial experience within a contact centre
• 1 year of case handling/complaints handling experience
• Must be fluent in written and spoken English
• Good knowledge of Microsoft Office suite
• Ability to remain calm and logical in challenging situations
• Excellent problem solving skills
• Leadership, Delivering Service. Delivering Results
• Experience coaching or leading people
• Ability to create and continually support people through individual development plans
• Positive communicator who understands when necessary how to have tough conversations
• Knows and communicates the Ctrip mission, vision and strategy
• Ability to confidently facilitate team discussions and communicate business messages

Desired but not essential

• Travel & Tourism industry experience
• Bilingual in 1 or more European languages

Why Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Group, you can define your own trip by taking the first steps in to your career with us!

Be Aware of Recruitment Fraud

Please be vigilant as we have noticed fraudulent entities posing as Group or our associates, contacting applicants with fake job offers. Remember, official communications will always come from our verified email addresses, and we never conduct interviews solely via text or instant messaging apps. We do not charge any fees throughout the hiring process. If you receive any dubious communications, report them immediately to .

Click the link to learn more about What makes Group a leading global travel service provider?

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