Senior Business Travel Consultant - German speaking

Location

Birmingham

Employment Type

Full time

Department

Customer Care

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit our website to learn more.

About the Role

The Senior Business Travel Consultant – Executive Care is part of a newly established, market-specific Executive Care team, dedicated to delivering a premium, high-touch service experience to a select portfolio of high-value and VIP customers across the DACH Market.

This role is designed for an experienced travel professional with deep expertise in Amadeus or other GDS platforms, who thrives in complex, fast-paced environments and takes full ownership of end-to-end customer journeys. You will act as a trusted travel advisor and single point of contact, handling sophisticated itineraries, time-sensitive changes, and escalations with confidence, discretion, and commercial awareness.

The ideal candidate is customer-obsessed, proactive, and commercially astute, combining strong technical travel knowledge with critical thinking and exceptional service delivery.

What You’ll Do

1. Executive Customer Support & Ticket Ownership
2. Own each case from initiation to resolution under a “one ticket, one consultant” model.
3. Manage complex domestic and international itineraries including air, rail, hotel, car hire, and ancillary services.
4. Prioritise VIP and high-touch customers using dedicated routing views, priority queues, and tagging.
5. Apply sound judgement when making decisions within defined risk and commercial guidelines.

Travel Booking Expertise & GDS Proficiency

1. Create, modify, reissue, and cancel bookings using Amadeus (or other GDS platforms).
2. Handle complex fare constructions, ticketing rules, exchanges, refunds, and revalidations.
3. Confidently manage schedule changes, IRROPs, missed connections, and urgent re-accommodation.
4. Ensure accuracy, compliance, and cost efficiency across all bookings.
5. Act as a subject matter expert (SME) for travel systems and booking best practices within the Executive Care team.

Service Quality & Customer Satisfaction

1. Consistently achieve exceptional customer satisfaction by delivering clear, empathetic, and solution-focused service.
2. Apply the market-specific Quality Scorecard to ensure behaviours align with Executive Care expectations.
3. Adapt communication style to customer urgency, tone, and seniority.
4. Use customer sentiment, feedback, and context to inform decision-making and escalation when required.

Cross-Functional Collaboration

1. Partner closely with Account Managers, Sales, Implementation, and Operations to deliver seamless customer outcomes.
2. Participate in structured communication loops to ensure alignment on customer needs and regional priorities.
3. Support the Team Leader by sharing actionable customer insights and emerging trends.
4. Act as a strong ambassador for Executive Care across the wider organisation.

Escalation & Issue Management

1. Own escalations with urgency, professionalism, and clarity.
2. Manage complex or sensitive cases through established Executive Care escalation workflows.
3. Ensure timely stakeholder communication and clear documentation via Zendesk and internal systems.
4. Balance customer advocacy with policy, commercial, and risk considerations.

Process Adherence & Continuous Improvement

1. Follow SOPs while applying critical thinking to non-standard or novel travel scenarios.
2. Identify opportunities to streamline workflows, reduce friction, and improve customer journeys.
3. Provide structured feedback to the Team Leader and Operational Excellence / BPI teams.
4. Support pilot initiatives, hypercare activity, and new process rollouts.

Data Awareness & Performance Management

1. Use dashboards and performance data to understand personal results and identify improvement opportunities.
2. Actively engage in coaching, quality reviews, and peer feedback.
3. Maintain strong adherence to SLAs, workflows, and Executive Care service standards.

What We’re Looking For

• Native level German language
• Proven experience as a Senior Business Travel Consultant or equivalent role.
• Strong hands-on expertise in Amadeus or another major GDS (Sabre, Galileo, Worldspan).
• Experience supporting VIP, executive, or high-touch corporate customers.
• Excellent knowledge of airfares, ticketing rules, exchanges, refunds, and IRROPs.
• Strong problem-solving, decision-making, and critical-thinking skills.
• Exceptional written and verbal communication skills.
• High attention to detail and strong organisational skills.
• Contact centre or executive support team experience.
• Familiarity with Zendesk or similar case management tools are desirable.
• Experience working in market-specific or premium service environments.

You\'d make a great fit if you

• Put the customer at the centre of every decision
• Take ownership and accountability from start to finish
• Think critically and act with urgency
• Communicate clearly and professionally
• Collaborate across teams and avoid silos
• Strive for simplicity, accuracy, and excellence in every interaction

What we offer

• Receive competitive compensation and equity ownership in Perk
• Rest and recharge with our generous allocation of vacation days plus public holidays
• Take control of your physical health with your choice of private healthcare or a gym allowance
• Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Make your money go further with our flexible compensation plan
• Focus on your family with 17 weeks’ paid parental leave during your child’s first year
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Nurture your language skills with in real-life English, Spanish and Catalan lessons
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
• Let us help you move to one of our hubs with relocation support

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world. English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in perk.com or externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.

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