Travel Customer Service Manager

Market Harborough, Leicestershire, England
commission, bonus & educationals
11 May 2018
08 Jun 2018
Katy Gaskell
Job function
Customer Service
Full Time
Contract Type
Travel Customer Service Managers are you out there? MY CLIENT NEEDS YOU! Are you an experienced Customer Service Manager? Are you looking for a new challenge to get your teeth into? My client has an exciting temporary opportunity for someone to lead their Service Centre for a period of up to 12 months to cover maternity leave. They are looking for someone who will care about customers, values what it means to go on a Holiday of a Lifetime! You must have a keen eye and have a real passion for looking after and managing your team to drive the business to success!
As the Service Centre Manager, your role will see you ensure the delivery of service to our customers ensuring all key performance indicators are met. You will maintain a dynamic and professional working environment, which fosters a positive culture through inspirational and proactive management. You will also monitor systems and procedures to ensure a productive and qualitative Service centre with high levels of employee engagement and retention. You will be involved in all aspects of the employee lifecycle including recruitment, absence management and day to day support.

* Accountable for the overall performance of the Service Centre ensuring all service levels, KPI's and targets are met/exceeded.
* Ensure procedures are in place to achieve agreed targets including performance management and quality assessments
* Ensure the Service Centre remains a cost effective function by maintaining cost controls. Maximise resource with a fluid and creative approach to Resource Planning utilising the annualised hours scheme
* Ensure all regulatory requirements are consistently met in line with local and international laws, terms and conditions e.g. Data Protection and PCI compliance
* Provide leadership, development and coaching of the team leaders and service advisers according to individual needs and business requirements
* Implement a recognition process that acknowledges living our values, celebrates success, and provides regular feedback in a motivational manner
* Takes responsibility for, and liaise with key technology providers to ensure a seamless service at all times to our customers and downtimes are kept to an absolute minimum.
* Identify repeat reasons driving calls and make recommendations to reduce post booking call volumes - e.g. IT development, process change etc.
* Ensure effective and consistent communication throughout the team, encourage feedback in order to enhance the customer experience
* Support the growth of the team through effective recruitment and on boarding of new employees including recruitment, induction, training, development and succession planning
* Provide inspiration to the team though effective leadership, delivering motivation, encouragement, empowerment and pro-activity to achieve the required levels of attendance and retention
* To manage the performance of all employees effectively, efficiently and within the law, including the ongoing review of staff performance, the identification of gaps in order to deliver performance improvement plans, 1-2-1's and objective setting.
* To Ensure the smooth running of the Booking fulfilment team, whilst continually striving for improvement by reviewing processes, measuring productivity, appropriate and useful MI and visibility and communicate effectively with all key stakeholders

* Proven experience of working in a medium - large inbound and outbound Contact Centre
* Proven leadership skills with an outstanding record of building, developing and motivating high performing teams. Experience of formulating strategy in line with business needs
* Experience of leading change within a fast paced and ever changing environment and influencing cross functionally at a senior level
* A passion for customer service with the ability to drive a culture of customer centricity throughout the centre and ensuring all actions result in added value for our customers
* Previous experience of delivering to exceptional service levels and high quality
* Experience of working in partnership with key stakeholders at a senior level
* Strong understanding of contact centre technologies including telephony
* Excellent interpersonal skills with the ability to build rapport and trust with both customers and colleagues
* Committed, enthusiastic, positive, resourceful, tenacious and resilient
* Driven with a flexible approach to tasks and work hours
* Ability to manage a high workload, prioritising tasks and delivering to timescales as required by the business
* Decision maker - required to make decisions where time can be critical and information may be incomplete

The successful candidates will receive a competitive basic salary plus great benefits such as free parking and travel discounts!
This is a full time 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.
This is a fixed contract to cover maternity leave for up to 12 months.

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

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