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Travel Operations Specialist – Netflix – London


Company: Netflix

Location: London

  • Full Time

Netflix

London

  • London, United Kingdom
  • Travel and Transportation

Netflix is the world’s leading streaming entertainment service with over 167 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Our international efforts have brought Netflix to virtually all countries around the globe and we are excited to bring even more of our Originals programming to viewers everywhere. As Netflix grows globally, we continue to look for the best and brightest talent to scale with our growth.

The Opportunity

This is a newly-created travel role that will be key in developing and sustaining the growth in production travel across various content groups. The Travel Operations Specialist is responsible for day-to-day support of a travel consultant team, including managing key performance indicators (KPI), workload, providing assistance and coaching. The role will require you to closely partner with Physical Production Coordinators to understand and help manage their unique travel needs. The Production Travel Operations Specialist role will report into the Travel Operations Manager.

Your responsibilities:

  • Professional advisor to our customers
  • Handling a variety of travel requirements including flight itineraries, rail transportation, hotel reservations
  • Create and manage crew manifests for large group movements
  • Facilitate pre and post principal photography briefings
  • Offer budgeting and travel logistical support to align with customer’s needs
  • Work in close cooperation with the Travel Operations Manager and establish good relationships and cooperations with other internal departments
  • Work in close cooperation with the Travel Operations Manager to project & manage peak periods of complex travel
  • Coordinate closely with your counterparts across regions to ensure constant communication and our Follow The Sun service model are maintained
  • Deliver a high level of customer service by ‘Going the Extra Mile’
  • Ensure all Travel by Netflix processes are applied by agents
  • Anticipate and provide assistance on potential challenges that may arise and make proactive recommendations
  • Extensive application of product knowledge directly related to principal photography and Below the Line travel logistics
  • Comprehensive understanding of Tax Film Incentives
  • Seeks opportunities to review operational processes and help team members
  • Resolve more complex customer complaints or service issues
  • Manage workflow, processes and resources to ensure service excellence of entire team
  • Coach and motivate; give regular feedback on individual and team performance
  • Ensure good information flow, monitor performance, support agents, identify training needs and conduct regular team and cross regional meetings
  • Help manage the team and daily operations with the BCD Operations Manager, including shift planning and resourcing
  • Responsible for service quality in team

Your profile:

  • Minimum 5 years’ experience in the business travel industry
  • Solid working knowledge of the travel industry’s policies, procedures and processes
  • Knowledgeable of travel industry systems (i.e. Sabre)
  • Strong verbal and written communication skills in English
  • Strong leadership, coaching and people management skills
  • Preferably previous experience on supervisor/ team leader positions
  • Proven ability to handle multiple priorities simultaneously and deliver to deadlines
  • Aware that the world of travel is not a 9-5 job. Ability to support shifts between 08:00 – 19:00 and occasional on-call or weekend support
  • Work independently, exercising discretion and judgment to complete tasks and follow up
  • Demonstrate professional service-minded attitude
  • Comfortable working in a high-volume ever-changing environment and know when to ask for help
  • Confident and able to express considered ideas clearly to be a successful collaborator
  • Awareness of your process and its effect on those around you
  • Able to receive and give feedback.

About the team

You will become part of a team of very dedicated colleagues, who are all working towards a common goal. Our EMEA travel team is currently 16 members strong with 4 in the production space. You will also be working daily with the US production team, together we are all proud to deliver the best service possible. You will become part of a truly global organisation where employee development is one of the highest priorities.

Your work location

This position is based at our London offices.

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