Customer Operations Supervisor

3 days left

Location
Crawley, West Sussex
Salary
Competitive + Excellent benefit package
Posted
30 Aug 2016
Closes
30 Sep 2016
Job function
Operations
Hours
Full Time
Contract Type
Permanent

Anyone can offer you a job. We want to offer you a future (and incredible benefits)!   As the Supervisor within the Customer Operations Team you will be accountable for the day to day leadership and management of the teams, ensuring all areas deliver to agreed Service Level Agreements in line with our Brand Values. Flexibility is key within your position and you will be required to lead and develop highly effective teams to achieve outstanding service results, whilst maintaining cost controls.

Day to Day

Ensure that the team upload customer documentation to our in-house booking system TBOX

Manage all late booking reporting and failure queues.

Ensure all late bookings are processed (All brands) prior to departure

Ensure all customer documents are processed within agreed timescales  

Manage the ATOL manifest report, twice daily in line with CAA regulation, where the team manually create and issue ATOL certificates on VHC bookings.  

Take accountability for analysing trends and stats, share data with key stakeholders and drive change within the business to prevent reoccurring customer complaints.  

Monitor the travel market and Virgin Holidays competitor processes and activity with customer fulfilment and Customer Relations, introducing future innovations and new ideas and/or approaches as appropriate

Produce regular weekly and monthly reporting/dashboards across areas of responsibility showcasing performance and payments against SLA's and budgets

Oversee the Administration team to ensure that all letters/emails are read, processed through CMS and distributed to relevant areas on a daily basis for appropriate action working within agreed Service Level Agreements  

Champion customers and encourage a customer centric culture where feedback is acted upon irrespective of touch points across the business  

To be the first point of contact for escalated calls/files and be the key support for the team.

Assist with the management of escalated complaints including press office, social media and MD Office when required  

Support and develop a high performance culture by developing a highly effective team, to include motivating, coaching and delegation

About you

If you possess excellent leadership and people management skills then this may be the role for you. We are looking for someone who is self-motivated, customer centric and who will be a true ambassador for our Virgin Holiday brand. 

  You must be comfortable in a change orientated environment and able to identify efficiency gains through building excellent working relationships with a variety of people. Experience of effectively training an coaching a team within a defined and robust performance management cycle would be advantageous.    The skill to develop and maximise sales performance with your team by displaying strong communication and leadership skills and the ability to develop people including performance management is essential .   If you have a flexible approach to your work and can work under pressure and to tight deadlines, with a high level of attention to detail along with being Computer literate in Excel and Word packages then we would welcome an application from you.

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