You have led and developed teams that outperform against targets such as productivity, customer satisfaction, net promoter, case response and resolution times.
You have been responsible for coaching and development of your teams, so familiar with providing training and support alongside their day-to-day roles.
You resolve issues in ‘real time’, reducing the volume of complaints and as an analytical problem solver with a sharp focus towards quality, you enjoy multitasking in a pressurised environment where no two days are ever the same.
As an experienced customer service professional, you recognise the importance of maintaining and excellent working relationships with outsourced teams and suppliers. You pride yourself on being a proactive team member, doing all you can to support your colleagues and by proxy their customers, in times of difficulty.
You understand that your service must meet the needs of the customer, so are used to working occasional weekends and evenings when required. loveholidays operate a 37.5 hour working week, which includes occasional weekends and bank holidays.
Customer Service Team Leader Responsibilities:
You know that an overseas holiday can be a substantial outlay, so rightly expect it to be a fantastic experience. Sometimes aspects of a holiday package can change before a customer travels, whilst they are on holiday, or there could be issues on their return.
The Resolution Team Leader role helps to manage and prioritise these types of situations; supporting their colleagues with escalations and ensuring that issues are resolved as quickly as possible. If this sounds like a role you would thrive in, then read-on to see if you are a fit.
Customer Service Team Leader Requirements:
- Excellent service delivery skills and customer focus
- Demonstrable experience managing customer contact and / or operations team(s)
- Great communication skills – written (for email and digital channels) and verbal
- Excellent IT and system skills - Amadeus an advantage
- Excellent telephone manner
- Ability to multitask and work under pressure
- Travel industry and eCommerce experience preferable
Working for loveholidays means you are eligible for discounted holidays, involved in competitions and incentives (with great prizes), hot drinks, fresh fruit, cakes and snacks. You will also get involved with monthly social events, seasonal parties and will receive full induction training in your first weeks.
Location: Customer Operations - West London
Job type: Full Time, Permanent, 37.5 hour working week, which includes occasional weekends and bank holidays.
You may have experience of the following: Resolution Team Leader, Customer Service Manager, Customer Service Team Leader, Customer Service Supervisor, Call Centre Manager, Call Centre Team Leader, Call Centre Supervisor, Contact Centre Manager, Contact Centre Team Leader, Contact Centre Supervisor, etc.
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