Travel Sector - Customer Relations Team Leader

Travel Sector - Customer Relations Team Leader, £29k

Fantastic travel firm based in West London are seeking a professional, well-travelled, forward-thinking customer service team leader. This role will require someone who has excellent time management skills, is a strong communicator and a proven track record in leading a team in a travel-based organisation. In return you will be rewarded with a competitive salary and an excellent benefits package.

Customer Relations Team Leader Responsibilities:

• Day to day management of workflows, including overseeing all inbound and outbound contact channels, ensuring staffing levels support and adjust as required
• Take responsibility for complicated issues, supporting resolution and reasonable outcomes for both customers and the business
• Management of incidents which could be minor or major; playing an active role within the crisis management team
• Focus your team on case resolution, actively engaging with suppliers to find resolutions or empowering your team to source these directly as require
• Ensure the company adheres to all guidelines as applicable to each market, including ABTA, ATOL and 3rd Party Supplier terms and conditions.
• Ensure all financial elements of booking costings are managed correctly
• Build relationships with internal stakeholders and external suppliers and provide regular feedback on any performance and quality issues
• Regularly speaking with suppliers to build direct relationships
• Weekly and monthly reporting and analysis, highlighting challenges and obstacles that are impacting customer experience.
• Develop, coach and mentor your team members to ensure they are achieving and exceeding all KPI's
• Provide regular feedback to team members
• Act as a role model and ensure you always uphold the clients' brand values
• Support all tasks within Customer Operations

Customer Relations Team Leader Requirements:

• Excellent service delivery skills and customer focus
• Exposure in a customer service / operations management position
• Strong IT and system skills - (Amadeus an advantage)
• Excellent communication skills, both over the phone and via e-mail
• Ability to multitask and work under pressure

To put an application forward for this role, please e-mail your CV to alex@candm.co.uk or call Alex on 0207 397 1274

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C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit www.candm.co.uk