Customer Care Team Leader

工作内容

Customer Care Team Leader

Are you passionate about travel and customer care? Are you a dynamic professional looking for a role where you can lead by example and make a difference? Then this would be your ideal opportunity. We are seeking an enthusiastic and highly motivated Customer Care Team Leader with previous travel industry experience B2C to oversee the HolidayGems Customer Care Team based in our Office in Halifax.

Who we are:

Holidaygems.co.uk is part of Travcorp Holdings Ltd and is almost 15 years old. Within that time, we have grown from strength to strength in both financial terms and passenger carryings. We are an ATOL bonded Online Tour Operator specialising in the short to medium-haul markets providing customers with a comprehensive range of travel services including holidays, flights, hotels, and accompanying services

Who we are looking for:

To be successful in this role you will need to be hands-on, flexible in your approach, and enjoy working in a fast-paced environment working to tight deadlines. You will use your exceptional interpersonal skills to build rapport with stakeholders both internal and external to support in resolving all customer queries successfully to help secure future business.

You will be self-motivated, committed to providing the highest levels of Customer Care, a confident leader, and have a wealth of travel knowledge to ensure you can successfully manage and execute the HolidayGems Customer Care function.

Key Responsibilities:

• Plan, coordinate, and assign daily workload to the Customer Care team.
• Supervise the team in providing excellent and outstanding service to customers.
• Ensure the team addresses customer inquiries and concerns promptly and professionally.
• Resolve escalated and complex customer issues to timescales.
• Deliver world class service to ensure high customer satisfaction levels.
• Anticipate customer needs and deliver a timely response to meet expectations.
• Identify and resolve problems that affect customer service quality and efficiency.
• Recommend best practices to meet service level agreements and improve customer satisfaction.
• Handle and manage high volumes of customer calls.
• Provide back-up assistance to team members when needed.
• Assist in resolving employee concerns and developing a customer focused environment.
• Organise team training to meet departmental objectives.
• Ensure company policies and procedures are adhered to.
• Assist in HR-related activities e.g., recruitment, training, performance management and escalate when necessary.

Skill, Experience, and Personal Qualities

• Customer service experience in a fast-paced office environment
• Ability to organise, prioritise and manage team and own workload to tight deadlines
• Able to create solutions & identify areas for improvement in procedure
• Experience in dealing with complex conflict resolution
• Manage a diverse range of duties at one time
• Previous experience working in travel
• Excellent interpersonal skills
• Ability to remain calm working in a highly pressurised environment.
• A pro-active team player and leader with the capability to always remain approachable, friendly, and inspiring.
• Skilful with Microsoft Office (Word / Excel)
• Excellent numeracy and literacy skills
• Great attention to detail and accuracy
• A flexible and adaptable approach to work
• Previous travel industry experience B2C essential

This is a FULL-TIME position based in our Halifax office. You will be required to work 40 hours a week, with varied shift patterns.

We are excited about our future and are looking for positive applicants, preferably with previous customer services/operations assistant manager experience and a proven track record to join our fantastic team. Previous experience working in travel is essential.

In return for your hard work and commitment we will offer:

• Competitive basic salary
• 20 days holiday rising 1 day per year (up to 25)
• Bank Holiday allowance
• Discounted personal holidays
• Friendly working atmosphere
• Company Pension Scheme

Reference ID: CCTLoct21

Expected start date: 29/11/2021

Job Types: Full-time, Permanent

Salary: Up to £25,000.00 per year

Benefits:

• Casual dress
• Company events
• Employee discount

Experience:

• Customer Service: 1 year (required)
• Travel Industry B2C: 1 year (required)
• Team Leader: 1 year (required)

Work remotely:

• No