Administrative Travel Team Leader - Full Time Position

Role Overview

The Administrative Travel Team Leader oversees the daily operations, performance, and development of our Administrative Travel team. This is a senior role responsible for ensuring high-quality service delivery, optimizing workflows, and fostering a positive, high-performing team environment.

The ideal candidate is both operationally strong and people-focused - someone who can balance workload management, coaching, and continuous improvement while maintaining a high standard of administrative support.

Leadership Scope: This role focuses on team leadership, distinct from management responsibilities.

• Team Leaders drive day-to-day execution - ensuring output, quality, and team cohesion. They adapt quickly, keep morale high, and deliver consistent performance.
• Managers set direction - focusing on business goals, team development, and long-term efficiency.

Key Responsibilities: Leadership & Team Support:

• Act as the “team captain,” embodying the qualities of the best Administrative Travel Agents and inspiring others to follow suit.
• Maintain high levels of positivity and motivation within the team, encouraging collaboration and alignment with team goals.
• Serve as the first point of contact for team questions, offering guidance and solutions to support daily operations.
• Organize and oversee 1:1s and shadowing sessions and training to improve team performance and service delivery.

Customer Service Excellence:

• Dedicate 75% of the role to performing day-to-day administrative duties, such as following up on overdue balances and auditing bookings to travel.
• Confidently manage a variety of case types, ensuring prompt and effective resolution.

Performance & Case Management:

• Monitor and ensure phone coverage levels are maintained to meet expectations.
• Oversee case management processes, ensuring cases are tracked, prioritized, and resolved efficiently.
• Identify trends or bottlenecks in case handling and provide solutions to improve team performance.

Onboarding & Training:

• Assist with onboarding new Administrative Travel Agents, ensuring they receive comprehensive training and support.
• Regularly review team members’ performance, sharing constructive feedback and offering coaching to help them improve and grow in 1on1s.
• Focus on empowering team members to achieve individual and team goals, helping them become as skilled and confident as possible.

What we are looking for: Leadership & Role Modeling:

• A team-first mindset with a proven ability to lead, by example and inspire others.
• Strong interpersonal and communication skills to foster a positive, collaborative team culture.
• Confidence in stepping into leadership responsibilities and supporting the manager when needed.

Customer-Centric Approach:

• Passion for delivering exceptional customer service and maintaining high-quality standards.
• Ability to juggle multiple priorities while keeping the team focused on delivering results.

Operational & Organizational Skills:

• Organized and detail-oriented, capable of managing competing demands and ensuring seamless operations.
• Proficient in using tools to manage cases, track performance, and support team needs.

Adaptability & Problem Solving:

• A proactive approach to identifying challenges and implementing improvements.
• Comfortable with taking initiative and managing team dynamics in a fast-paced environment.

Experience & Qualifications:

• Demonstrated experience as a senior administrative professional or similar role, with a strong track record of performance.

Responsibilities: Leader in Office Rota:

• Serve as the on-site point of contact when the Head of Operations is out of office. Ensure smooth daily operations, manage any arising issues, and confirm all office systems (including TV screens) are functioning properly. Must be in office 1 full day a week.

Leader on Duty Weekends (remote):

• Act as the point of contact for the weekend team. Start the Saturday shift group chat on Friday, confirm all scheduled team members are aware of their shifts, and ensure they log in on time and are active on the phones.

Refund Management:

• Oversee and process customer refund requests accurately and efficiently.

Workload Oversight: Monitor team capacity and communicate updates or pressure points to the Manager of Administrative Travel. Coaching & Development: Dedicate three hours per month per agent to performance development — one shadowing session, one case/phone call audit, and one 1:1 coaching conversation. Performance Tracking: Review and analyze key service metrics (case closures, response times, phone coverage, missed calls, etc.) to identify coaching needs and optimize workload distribution. Quality Assurance: Own the auditing spreadsheet, audit team cases regularly to ensure alignment with process, tone, and service standards. Operational Guidance: Act as a go-to resource for policy, process, and customer-handling guidance, supporting the team in consistent decision-making. Training & Onboarding: Assist with onboarding new hires and deliver refresher training when procedures or systems change.

What we can offer you…

• Be part of our rapidly growing North American office in Charleston, SC
• Competitive pay with Yr1 earnings of $40,000-$45,000
• 15 days’ vacation per year (plus 10 Federal holidays)
• ½ day ‘Well-being’ leave per month
• Flexible mix of office and remote work schedule
• Medical Insurance
• 401K retirement plan
• Experience our products first-hand (visit our destinations)

Company Profile Golfbreaks was established in 1998 in the UK, with the primary objective of saving golfers time and money when it comes to organizing their golf vacations. Since then we have sent over 3 million golfers on trips worldwide and are widely recognized as the ‘go-to’ experts in golf travel globally.

Headquartered in Windsor, UK and with offices in Charleston, South Carolina and Copenhagen, Denmark, our dedicated team of over 200 employees worldwide are always committed to creating the perfect golf package for you and your group, AND at a guaranteed best price while enjoying our unique hassle-free trip planning service. Our packages are fully customizable and include all resort fees and taxes, with no hidden costs or fees.

Please email your resume with a covering letter to [email protected]

We reserve the right to close this job application earlier than the stated closing date if a sufficient number of applications are received. We encourage applicants to apply as soon as possible. No agencies please.