Who are the Out of Hours Team ?
- John Boyde
- Sean McIlkenny
- Mark Doak
- Joanne Madine
- Lesley Stewart
What is the role of the Out of Hours Team?
Working within the out of hours team can be very challenging and no 2 shifts are ever the same. You can never predict what a shift can be like and what challenges you are going to face.
Being a member of the out of hours team we are tasked with answering all emergency calls. These calls can be from our corporate clients in Belfast/Dublin & they can also come from travel agents in the UK & Ireland.
When dealing with these calls we need to work across the GDS systems, Amadeus, Galileo & Worldspan and this in itself can prove to be quite a challenge because we may not use one of the system from one month to the next.
The calls we receive cover a wide range of issues as you can see from our call log stats:
Dealing with such a wide range of call types and departments it is impossible to know everything about every query but the good thing is we always have a minimum of 2 staff members on shift which means there is always someone you can ask and usually between the staff on shift we are able to come up with the solution to all the weird and wonderful questions we get asked.
A typical shift in the Out of Hours Team:
We always have one staff member starting at 1730 to answer and secure government calls which may come through. Whoever is on this shift will also check their Q and any other staff members which happen to be on a day off.
Then more staff will start on the 1800 shift and the first they we would do then is split the e-mails which the office hand over to us to complete. If we succeed in getting these complete we then work on the accounts which have an SLA and we try to get these met. If we get those completed our next step is to work from the mailcount.
On some shifts we manage to work our way through it all and on other shifts we don’t even get near the e-mails handed over from the office due to being very busy with calls. Some issues with calls can take an hour or two to complete especially if it is an airline issue and their UK office is now closed and you now need to deal with their US office. We can be holding for over an hour before we can even get speaking to the airline on most occasions.
During the shift we also need to keep a constant check on our emergency inbox as corporate clients, and agents will e-mail urgent issues through to us rather than calling. As we have clients across the world we are dealing with different time zones so they can send us quite a bit through as they are working through their normal day.
Our last task of the evening is to send through an office handover to update on the events of the evening and what if anything we need to office to follow up on.
I can say the great thing about working within the out of hours team is that we have such a great wealth of knowledge within the team and everyone is prepared to go the extra mile to ensure our customers are given the best customer service when they contact us. We will always go above and beyond to ensure when a customer contacts us we have done everything in our power to get the resolution they have required.