Role Purpose:
The purpose of the Senior Ticketing role is to manage the relationship between Flight Centre Travel Group’s (FCTG) independent division and our contracted Member Agency network, while ensuring exceptional service from the ticketing business.
The successful candidate will be responsible for creating a long-term trusting relationship with our Member Agencies and Travel Partners, internal teams and stakeholders.
The purpose of the fares and ticketing team is to support our Member Agents and maintain the ticketing platform, while helping to upskill the wider FCTG business.
Key Relationships:
FCTG Independent Division sales team
FCTG Independent Leadership team
Product (ProHub) leaders and team
FCTG Independent Network – primarily Member Agents
Product suppliers (Technology, GDS and Air suppliers)
Tasks and Responsibilities:
Systems
Ownership of the relationship between FCTG Independent Network and Travel Partners Holdings
Testing of systems updates and unique fare load
Upskilling offshore support on ticketing platform
Review and implementation of new ticketing technologies to improve agent experience
Member Support
Onboarding new member agencies on ticketing processes and systems
Maintenance of contracted commission variances including periodic audits of all commission levels
Working with offshore team and ProHub business
Set and ensure service level agreements for the ticketing business
Review and report back to the business in regard to competitor offerings
Email network and update the Facebook Workplace site with relevant communication around new fare releases, changes and sales
Ticketing Functions
Ticketing incorporating refunds, etc
Invoicing fees and charges
BSP Reconciliation
Airfare queries
Airfare issues and resolutions
BSP – IATA – GDS
Weekly Auto-BSP reconciliation and adjustments
ADM check
ACM application
Refund notice
Airline plate application and update
Fare updates to the network
Self and Team
Participation in team meetings as required
Completion of training as directed by your leader and the wider FCTG business
Selection Criteria
Essential
Proven minimum 3 years’ work experience with Multi GDS ticketing
Fares and Ticketing 1 and 2
Great ability to build and maintain relationships
Excellent time management skills
High attention to detail
Demonstrated ability to learn new systems quickly
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including Agency Managers and Owners
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
Desirable
Experience with training new users on a technology platform
Join our team today, apply now!