Guest Relations Supervisor

Surrey, England
£20000 - £22000 per annum + fantastic benefits
22 Sep 2017
20 Oct 2017
Lauren Franks
Job function
Customer Service
Full Time
Contract Type
Guest Relations Supervisor is require for this leading Tour Operator based in Surrey.

The purpose role is to maximize sales turnover by providing immediate assistance, quality service and specialist knowledge in the administration of bookings made by the company's sales staff.

Working closely with the Team Managers by providing administrative assistance for call flow management, agent adherence. Acting as first point of escalation for direct customer/trade enquiries. Ownership of technical hand overs. Supporting quality and training programmes.

To ensure that all enquiries are handled in a professional manner thereby behaving as an exemplary role model to other staff in attitude, appearance and performance.

*To provide technical / product support to all call centre agents via agent assist and agent hand over acting in a timely and professional manner which meets the needs of both customer and agent.
*To ensure that call adherence targets are achieved through actively monitoring real time performance to ensure that daily/weekly/monthly service levels are achieved.
*Identify training needs to enhance overall quality of service and sales performances targets are achieved.
*Act as first line escalation for all pre departure customer / agents enquires, taking ownership of the problems and resolving the issue to a guest/trade partners satisfaction. All enquiries to be resolved within agreed service levels or guest promised timescales.
*Act as training support for both design/support and delivery as requested by the call centre training manager
*To manage all Staff bookings enquiries and amendments, owning the Family/Friends policy and ensuring at all times the required processes are adhered to. Support Marketing/PR with the complimentary booking process
*Assist with projects impacting on the department which will drive guest satisfaction, new systems, developing new processes
*To provide operational leadership cover outside of core business hours.

*Ability to give direction to ensure agents can resolve problems and take responsibility for their bookings Articulate in communication
*Ability to make decisions under pressure by effective problem solving skills
*Attention to detail and a sense of pride in accuracy Able to work under pressure
*Ability to deliver to deadlines and work towards company's measures
*Able to maintain a desire to excel and succeed in self and others through a positive and constructive attitude
*Acts as a role model with a "can do" attitude and with an excellent record of performance, sickness, lateness, etc.
*Works co-operatively within all teams
*Clearly understands and achieves their own as well as the company's goals and objectives
*Anticipates, responds to and seeks to meet the needs of our agents
*Articulate in assisting agents Ability to problem solve effectively
*Able to liaise and co-ordinate with several cultures and departments
*Ability to plan current and future workloads
*Demonstrates ability to take instruction, and support and communicate it effectively to others from a management perspective

The salary for this role ranges up to £22k DOE with fantastic company benefits. Working hours will be split shift and weekend patterns.

If you have the relevant experience required for this role and wish to apply for this position, please follow the instructions to apply or email and attach your CV to

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