Refund Operational Support Consultant

American Express Global Business Travel (GBT)/HRG equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 16,000 employees and operations in nearly 140 countries worldwide, American Express GBT/HRG empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. Get ready to make impressions that will last.

Overall Objective:

Provide effective control for the processing of all administration procedures relating to client refunds.


Key Areas of Activity:

Work within the parameters of HRG UK procedures as defined by ISO9002.
Work competently and use all relevant technology resources to their full potential.
Provide accurate statistical information as requested by the client, business travel centres, implants or the Refunds Team Leader.
Work as part of the Central Unit team and jointly, with other departments within HRG UK, develop and enhance effective communication and co-operation on all business travel matters.
Key Tasks:

Performance

Work to the standards agreed within the written definition of individual staff areas of responsibility.
Contribute and provide evidence of individual competence towards annual staff performance appraisal.
Individual staff productivity is measured against clearly defined areas of performance.
Individual performance reviews will be the primary method used to identify staff training needs.
Procedures

Calculating all received refunds within an agree timescale.
Processing all refunds through the GDS
Liaising with Branches and Airlines to ensure that all refunds are completed in a timely manner.
Productivity

Meet agreed deadlines for the return of all statements and query sheets received from Supplier Finance.
All targets are achieved or exceeded.
All client payment and refund processes are followed within their specified timescales.
Client/Cost Centre is kept informed of refund status
Enquiries are made to Airline by telephone, facsimile, letter or email to ensure refund process is within specified timescales.
Improvements

Constructively challenge existing procedures and recommend changes to the Team Leader to benefit the operation.
Communication

Relevant information distributed within team to ensure staff are kept up to date with any amendments in policy, procedures or servicing standards.
Attend and contribute to unit meeting.

Qualifications & Experience Required:

“O” Level/GCES mathematics or work experience demonstrating competency in numeracy
Qualification in travel and tourism an advantage
Some knowledge of any GDS and./or ticketing would be an advantage
Excellent oral and written communication skills
Working knowledge of HRG UK accounting procedures
Computer competence with word, excel, AS400 and outlook programmes

Qualifications & Experience Required:

“O” Level/GCES mathematics or work experience demonstrating competency in numeracy
Qualification in travel and tourism an advantage
Some knowledge of any GDS and./or ticketing would be an advantage
Excellent oral and written communication skills
Working knowledge of HRG UK accounting procedures
Computer competence with word, excel, AS400 and outlook programmes