At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support operations.
- Company: Join the world's oldest and largest camping club, promoting outdoor adventures.
- Benefits: Enjoy 28 days leave, pension scheme, life assurance, and discounts on Club sites.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Be a key player in enhancing member experiences and driving team success.
- Qualifications: Experience in customer service, team leadership, and handling escalations required.
The predicted salary is between 28249 - 28249 € per year.
Contract Details: Internal secondment May‑September, 37.5 hours per week, Monday–Friday 09:30–17:30 plus 1 in 4 Saturdays 09:00–13:00 (May–Sept) contracted and paid as overtime £28,249.99 per annum.
Role Overview: The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping. We are recruiting for a Service Centre Team Leader on a secondment. The successful candidate will deliver and support the Service Centre advisor team in delivering exceptional levels of customer service and member communication through various channels, operating in a friendly and professional manner with the aim of delivering to set KPI and SLAs within the overall objectives of the Club.
Daily Duties and Responsibilities:
- Act as an ambassador for the Service Centre at all times.
- Act as a positive role model and support for all advisors and Team Managers.
- Champion and demonstrate a customer‑focused culture, striving to consistently deliver Exceptional Customer Service.
- Act as the first line of reference for advisors within the Service Centre, including supervision of both the floor and those working at home.
- Take escalations when required from members to resolve their queries or complaints.
- Support the team to achieve individual and collective Service Centre KPIs/Objectives.
- Drive first call resolution and assist with initial escalations or refer to the relevant individual.
- Support the team in ensuring they have the most up to date information for all Club products and services.
- Support the team with outbound calling initiatives to promote a sales through service culture.
- In high volume periods, take calls or respond to emails to ensure we continue to meet service KPIs.
- Support the Service Centre Management Team in conducting regular monitoring and feedback sessions.
Qualifications and Experience:
- Competent with Microsoft packages.
- Experience of working within a busy customer environment or team.
- Experience of handling customer escalations.
- Experience of sales through service and product knowledge.
- Experience of coaching and monitoring team advisors for quality assurance and KPIs.
- Previous experience of using a booking system or CRM application.
- Evidence of right to work in the United Kingdom.
Benefits: Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5%/5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners. We operate hybrid working, with 2 set days in the office and the option of working from home the remainder of the week (after probation period).
Service Centre Team Leader (Internal Secondment) employer: Camping and Caravanning Club
The Camping and Caravanning Club is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With benefits such as generous annual leave, a robust pension scheme, and the flexibility of hybrid working, team members are empowered to thrive both personally and professionally. Located in a vibrant community, this role not only allows you to lead a dedicated team but also to contribute to the joy of camping for our members, making it a truly rewarding experience.
Contact Detail:
Camping and Caravanning Club Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Centre Team Leader (Internal Secondment)
✨Tip Number 1
Network like a pro! Reach out to current employees at the Camping and Caravanning Club on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team leadership. We recommend role-playing with a friend to get comfortable with your answers and showcase your experience in handling escalations.
✨Tip Number 3
Show off your passion for camping! When discussing your experiences, relate them back to how they align with the Club's mission. This will demonstrate that you're not just looking for any job, but that you genuinely care about what they do.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Centre Team Leader (Internal Secondment)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Service Centre Team Leader. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Customer Service Skills:Since this role is all about delivering exceptional customer service, share specific examples of how you've excelled in similar situations. We want to see your passion for helping others shine through!
Be Professional Yet Friendly:Remember, we’re looking for someone who can embody our friendly and professional culture. Keep your tone approachable but ensure your application reflects a high level of professionalism.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Camping and Caravanning Club
✨Know Your Stuff
Make sure you’re familiar with the Camping and Caravanning Club’s mission and values. Understand what exceptional customer service means to them and be ready to share examples from your past experiences that demonstrate your commitment to delivering top-notch service.
✨Showcase Your Leadership Skills
As a Service Centre Team Leader, you'll need to inspire and support your team. Prepare to discuss your leadership style and provide specific instances where you've successfully coached or mentored others, especially in high-pressure situations.
✨Be Ready for Scenarios
Expect situational questions about handling escalations or difficult customer interactions. Think of a few challenging scenarios you've faced and how you resolved them, focusing on your problem-solving skills and ability to maintain a positive attitude.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This shows your genuine interest in the role and the company. You might ask about the team dynamics, how success is measured in the Service Centre, or what challenges the team is currently facing.
