Travel Customer Service Team Leader

Location
Market Harborough, Leicestershire, England
Salary
Up to £23000 per annum + travel discounts, commission & more
Posted
23 Mar 2018
Closes
20 Apr 2018
Ref
20266KG
Contact
Katy Gaskell
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent
Are you an experienced customer service team leader and working in the travel industry Are you looking for a new exciting new role? Well an exciting new opportunity has arisen in the Industry! My client is on the lookout for an amazing Team Leader with proven experience in successfully leading a team to be the 'best in class' then please do apply! Travel industry experience preferable but not essential!!!
This fantastic opportunity is working for a well-established travel company that has a fantastic, niche product and is an innovative global company based in Market Harborough!
This role will be responsible for managing and leading a team of call centre Service Advisers in delivering outstanding customer service. This will include achieving agreed service levels and KPI targets, monitoring call queue volumes and associated workflows, ensuring staffing levels are maximised, coaching, and much much more!

JOB DESCRIPTION
*Manage the daily inbound and outbound call volumes, email enquiries and live chat.
*Agree and monitor individual and team targets such as KPI's, SLA's and quality targets and provide feedback.
*Work with Resource Planning to ensure staffing levels are maximised to full potential via work plan adherence.
*Create and sustain a motivational and engaging environment, where staff productivity is maximised.
*Ensure Advisors are fully conversant regarding the Booking Conditions of each brand.
*Remain up to date on Data Protection and ensure 100% compliance across the team.
*Quality monitor the performance of the team, providing feedback and coaching as appropriate.
*To manage the performance of all employees effectively, efficiently and within the law, including the ongoing review of staff performance, 1-2-1's, coaching and objective setting.
*Facilitate the customer complaint escalation process where necessary.
*Participate in recruitment and induction activities including probationary reviews.
*Participate in the creation and delivery of tactical incentive schemes to drive performance.
*Active participation in projects allocated to you, to improve the business or customer experience.
*Take responsibility for personal learning and self-improvement.

EXPERIENCE REQUIRED
*Minimum 5 years' experience within a Customer Service position
*Minimum of 3 years' experience managing a team, preferably within a Call Centre environment
*Experience working within a target driven environment
*Self-motivated and flexible with the ability to work to tight deadlines
*Demonstrable experience of strong customer service skills
*Tenacious with a solution orientated approach
*Excellent verbal and written communication skills
*Travel industry experience preferable but not essential

PACKAGE
The successful candidate will receive a competitive salary from £23,00 depending on experience. This is a fantastic opportunity not to be missed!!
This is a full time permanent role working 37.5 hours per week on different shift patterns during the opening hours of the department. The opening hours are Monday - Friday 9am - 7pm, Saturday 9am - 5pm and Sunday 10am-4pm.

INTERESTED?
If you are interested in this fantastic role, please follow the link to apply. Alternately for more information please call Katy at Travel Trade Recruitment on 0121 450 9776 or email katy@traveltraderecruitment.co.uk

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