Customer Support Team Leader
- Full Time
Hours: Office hours Monday to Friday. 37.5 hours per week This is an exciting leadership role within a rapidly growing, award winning travel organisation sourcing worldwide hotels and transfers, both directly and from third party suppliers. The Team Leader is responsible for the smooth running of the Customer Support and Customer Care team of 7 agents across 4 sites. Customer Support agents are the front-line of our business. Having been recognised for offering the very best in customer service, the main purpose of the role is to continue to upkeep this reputation by ensuring the team deliver effective and timely resolution to line with the department objectives. Key Requirements: - Proven team leader experience within a process driven environment, the responsibility of multi-sites is desired. - Ability to motivate self and others, with strong performance and people management skills. - Ability to deliver, monitor and report on individual and team sales and service KPI's. - Excellent phone manner and written communication with experience in Customer Care desired. - Confident and professional manner with the ability to manage conflict, negotiate and influence at all levels. - Excellent investigative and analytical skills with ability to find repeat patterns and reoccurring issues to drive Customer Support efficiencies. - Proficient in MS Word and Excel with working knowledge of MS Outlook desired. - Strong numerical and accuracy skills. - Flexibility, problem solver and ability to think on your feet. - Ability to work well in a busy pressurised environment. - Passion for providing excellent customer service and working within the travel industry. - Telecoms and email management experience advantageous. The key duties are as follows :- - Lead, motivate and develop the Customer Support and Customer Care team ensuring excellent levels of customer service by; o Supporting both teams to exceed KPI's. o Hands on support during busy times, providing holiday and sickness cover across both teams. o Energising your team to achieve high levels of motivation on a daily basis. o Perform day to day general staff management duties. o Providing and monitoring new starter training, on-going training and coaching for the team. o Ensuring team members are confident in selling and upselling products to our customers. o Implementing and updating procedures and policies. o Call monitoring and quality control to make sure adherence with all regulations and expected standards of service. o Responsibility for escalated product, system or service problems from the team. - Provide Out of Hours, Weekend and Bank Holiday cover on a rotation basis if necessary - Build strong relationships with trade partners and 3rd party suppliers - Pro- active planning and management of resources to meet demand cycles globally Company Benefits: - Holiday entitlement 20 days. - On-site parking on a rota basis. - Pension scheme. - Ongoing training and development. - Discounted global hotel and transfer rates.