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Customer Care Team Leader

Employer
Konecta
Location
London (Central), London (Greater)
Salary
£28,000 - £30,000 dependent on experience
Closing date
23 Feb 2024

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Sector
Airline & Airport
Hours
Full Time
Contract Type
Permanent

Main Purpose of Role
We are looking for a Customer Care Team Leader who is energetic and passionate about customer satisfaction to lead and influence a dynamic team and represent a strong global brand.
As a Customer Care Team Leader you will have an important role in the operations. You will be the heart and soul of the team, driving an efficient and engaging culture with effective and creative support.  The team will be responsible for incoming emails, phone calls and chat for a wide range of queries from customers, so the Team manager will need to be organized and passionate to inspire all too over achieve on consumer and client expectations. 

You will be a key contact for the clients key stakeholders and will be required to present and report on operational delivery on a regular basis.
This is a great opportunity to be a vital part of a team who has the privilege to grow and develop a great brand.

Skills Requirements
●    At least 3 years experience within a management position
●    MUST have previous Amadeus experience
●    Proven experience of working in a fast paced Customer Care environment whilst maintaining a high level of attention to detail
●    An effective team Manager with a “can-do” attitude and the ability to build trust in all
●    Passionate about providing great customer care with a bubbly personality
●    A confident and professional individual
●    Self-motivated, proactive and able to work on your own initiative
●    Managing your own and others workload and time, whilst delivering effective coaching and training

What are we looking to achieve?

●    Work towards delivering all efficacy KPI’s  
●    Identifying training needs to support the ‘customer care agents’ effectiveness to handling customer issues on first call 
●    Develop and improve processes and ways of working
●    Confidence that all SLA’s are within target whilst delivering the highest standard of customer care 
●    Complete regular audits to assess teams accuracy 
●    Other administrative tasks 
●    Managing your own and others workload and time, whilst delivering effective coaching and training

Who are Konecta UK?
Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. 

Why work for us?
●    Konecta has a fun and sociable team environment working culture 
●    Pension Scheme with Standard Life
●    Aviva Life Insurance 
●    Eye test vouchers and discounts
●    Discounted corporate gym membership 
●    Involvement with local charities and fundraising days
●    Campaign specific benefits including discounts, incentives and prizes
●    Recommend a friend scheme paid reward of £1000
●    Apprenticeship qualifications and career flight path schemes
●    Recognition and reward schemes with Love to Shop Voucher rewards
●    Cycle to work scheme
●    Tech scheme

Position in Organisation
The Customer Care Adviser will report directly into the Client Services and Development Director and will have various support from colleagues nearby which will always be on hand.

Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the contract, whose opening hours are Monday to Friday 8am to 8am, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. 

Database & Systems & Training
Full training will be given by Konecta and will include on-going training throughout your employment as and when required. You will also receive a full company induction that will include many areas such as GDPR the DBF Quality Management System and all other systems and soft skills training. 

To apply for this role, please click "Apply"

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