Team Leader

JobsCloseBy Editorial Insights

Trip.com Group is hiring a Team Leader for Corporate Travel in Edinburgh at ONE Lochrin Square. You will oversee daily team operations, monitor service levels, train staff, and manage shift schedules while aligning with HQ strategy. You’ll handle escalations, quality control, and data driven improvements for corporate clients. Requirements: diploma or higher, 3+ years in a travel management company including at least 1 year in a team leadership role, proficiency with major GDS and MS Office, excellent cross cultural communication, and business English (Mandarin a plus). To apply, submit a concise KPI driven CV and a brief cover note showing leadership impact and collaboration with stakeholders. Benefits include generous leave and clear progression opportunities.

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General information

Name Team Leader - Corporate Travel Location ONE Lochrin Square, Edinburgh Business unit MBU-Corporate Travel Working time Full-Time Type Customer Service Management

Description & Requirements

About UsSince 2014, Trip.com 's Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.

Trip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business.

What You’ll Do:

Team Management:

• Oversee daily team operations, ensuring KPIs are consistently met.
• Monitor service levels and perform onsite management as needed.
• Supervise individual performance to maintain and enhance service quality.
• Train staff on new procedures and monitor implementation.
• Manage and distribute team shift schedules to meet business needs.
• Lead and motivate team members through regular communication, including daily interactions and monthly performance appraisals.

Coordination and Cooperation:

• Collaborate with senior management to align with Trip.com Group and Corporate Travel HQ strategic objectives, including system and policy updates.
• Work closely with business leaders to understand requirements and provide data or documentation in a timely manner.
• Partner with business teams, prioritizing corporate clients and their needs.
• Support system integration and implementation, offering expertise in client consultations.

Escalation and Quality Control:

• Handle complaints and emergencies until issues are fully resolved.
• Analyze complaint and NPS cases related to product or service defects, sharing insights with relevant teams to improve Trip.Biz offerings.
• Adhere to HQ quality assurance standards to maintain excellent service quality.
• Enhance customer and internal team satisfaction by delivering exceptional service and improving productivity.

Requirements:

• Diploma or higher qualification in a relevant field.
• Proficient in major GDS and other standard operational systems in the travel industry.
• Minimum 3 years’ experience in a travel management company, including at least 1 year in a team leader or similar role.
• Experience in complaint handling and escalation.
• Excellent cross-cultural communication and teamwork skills.
• Strong computing skills (MS Office) and basic data analysis abilities.
• Proficient in business-level English (oral and written); Mandarin Chinese proficiency is a plus.

Why You’ll Love Working Here:

• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Monthly performance bonuses & $450 USD refer-a-friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on-site gym and discounted memberships at Nuffield Health & PureGym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

CultureAt Trip.com, our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your Trip.com journey could take you anywhere, many of our senior leaders started with us in this very role!
Find out more job opportunities at https://careers.trip.com
Have a good trip, and see you soon!