About this role
Go2Africa is Africa’s trusted tailor-made safari specialist, with more than 25 years of experience creating deeply personal journeys across the continent. We combine first-hand African expertise, specialist regional knowledge, trusted local relationships and dedicated support to help travellers experience the Africa that’s right for them. Home to 21 Condé Nast Traveller Specialists - more than any other African safari company - Go2Africa is recognised by Condé Nast Traveller, Travel + Leisure and the World Travel Awards, and trusted by thousands of travellers around the world. As part of the B Corp-certified Nawiri Group, we generate funding through travel and long-term partnerships, working alongside trusted local organisations to strengthen landscapes, support livelihoods and help people and wildlife thrive together. At the heart of Go2Africa is a team of people who care deeply about Africa, our travellers and the work we do, each playing a part in creating the exceptional journeys and experiences we’re known for. Role Summary To lead and manage the Sales Administration team, ensuring accurate, timely and consistent administrative support to the Sales and Client Experience teams across the full client journey. The role is accountable for team performance, service delivery, quality, employee development, stakeholder satisfaction and continuous improvement. Functional Responsibilities Team Development and Onboarding: Conduct Ensure standardised training is offered to all new Sales Administrators. Develop new training material and keep all training material up to date. Mentor and assist new starters with daily tasks until they are confident in their role. Assist and check audits of new starters and ensure all is 100% before it is sent to the EQ or invoiced. Provide constant feedback to new starters and ensure problem areas are worked on. Continuous coaching of new members. Provide daily support to the Sales Administrator and SQ team. Ensure all new processes are rolled out and trained on, so the team knows what is expected of them. Any training gaps that are identified should be retrained to ensure a high standard of work is upheld by every member of the team. Daily assistance and support to the SA Team: Ensure deferrals and cancellations are completed accurately, acting as the escalation point for complex cases. Provide support and coaching on communicating with a supplier in tricky/challenging rate conversations. Assist with understanding of rate sheets, where required. Assist team with investigating rate discrepancies where needed and escalate to the Booking Operations Manager where necessary. Ensure client folders are ready and up to date on time so that the Travel Administration Team can complete the Reconfirmation Process timeously. Team Leadership Lead, motivate and line-manage all Sales Administrators, setting clear expectations and creating accountability for individual and team outcomes. Agree annual performance objectives and individual growth and development plans with each team member; review progress quarterly and ensure agreed actions are completed. Conduct monthly one-to-one meetings and formal performance reviews, recognising strong performance and addressing underperformance promptly and fairly. Own standardised onboarding and ongoing training, keeping training material accurate and current and ensuring new starters are signed off as competent before working independently. Provide regular, timely and constructive coaching and feedback based on quality results, observed performance and development needs. Maintain a team skills matrix and cross-training plan to strengthen capability, succession and operational resilience. Review and approve leave and shift changes in line with company policy, delegated authority and minimum operational coverage requirements. Promote a positive, collaborative and client-focused culture that supports wellbeing, accountability and continuous learning. Process, Systems and continuous improvement Track team and individual performance at an appropriate daily, weekly and monthly cadence using HubSpot. Identify improvement opportunities in Baz and work with the Booking Operations Manager and relevant system owners to progress agreed changes. Maintain current standard operating procedures, checklists, process maps in HubSpot and training material. Identify opportunities to reduce manual work, duplication, bottlenecks, errors and rework without weakening controls. Support the testing, implementation and communication of approved process or system changes and ensure the team is trained before go-live. Monitor adoption and measure whether implemented improvements deliver the intended quality, efficiency or service benefit. Projects and additional responsibilities Lead or contribute to cross-functional projects relevant to Sales Administration, operational performance or the client journey. Perform other reasonable responsibilities aligned with the purpose and level of the role