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- Tasks: Lead and inspire a team to deliver exceptional customer service and achieve performance goals.
- Company: Join a global adventure travel company with a focus on sustainability and responsible tourism.
- Benefits: Competitive salary, flexible working patterns, and opportunities for personal development.
- Why this job: Make a real impact in customer experience while working in a fun, energetic environment.
- Qualifications: Strong communication skills and a passion for exceeding customer expectations.
- Other info: Dynamic role with excellent career growth opportunities in a supportive team culture.
The predicted salary is between 25000 - 28000 £ per year.
working patterns (minimum 4 days per week, Salary: £30,000-32,000)
About the role
As Customer Experience Team Leader you are responsible for supporting and motivating a team of Customer Experience Consultants to deliver exceptional customer service and achieve performance and service KPIs. The Customer Experience Team (CEX) are responsible for non-elective changes; customer lead amendments; visa support and post booking, pre travel queries from or to customers and suppliers. In your role you will provide day-to-day support to the team, actively coaching, motivating and modelling behaviours as well as line managing members of the team. Working with the Customer Experience Manager and the wider Customer Service Leadership Team you will manage the day to day workload as well as contributing ideas and solutions to maximise sales and customer satisfaction.
Key Responsibilities
- To manage, lead, inspire and develop the Customer Experience team
- To directly line manage, actively train, coach and develop team members to maximise productivity and effectiveness in line with KPIs
- Responsible for day-to-day staff management issues with direct reports
- Support the Head of Customer Experience in identifying areas for improvement, providing training, coaching and development of team members to maximise productivity and effectiveness in line with Customer Excellence KPIs and with the ultimate goal of improving the customer pre-travel experience
- In close liaison with the Head of Customer Experience and other Team Leaders ensure successful workload flow and management
- Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer & solicit feedback to improve service
- To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines
- You will work closely with the Head of Customer Experience and the Yield Manager – BI Team Leader to supervise, support and mentor the members of the Customer Experience team working on consolidations, providing leadership, guidance and coaching to improve performance and customer satisfaction
- Support both the Customer Experience Team and Business Intelligence team with insight into how consolidations are calculated at a commercial level. Awareness and understanding of whole trip view including forecasting, historical sales and trends
- Assist with recruitment of new team members and taking the lead on training new starters in the team and wider business
- Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency
- Provide backup support to CEX and wider team as required
- Contribute to the leadership of a fun, high energy environment with a positive team culture with a focus on staff delivering exceptional customer service
- Supporting and training international teams – this may include working out of UK hours as per business needs
- Ensuring a customer focused approach is adopted in all assigned responsibilities
- A flexible attitude in the undertaking of all tasks is paramount
Qualifications and Skills
- Proven results in maximising sales and providing exceptional customer service in a target driven, dynamic work environment
- Strong communication and interpersonal skills, displaying the ability to connect and build relationships with all teams around the business
- Effective planning, prioritising and organising of workload is crucial
- Accuracy, quality and excellent attention to detail are paramount
- Thrives on multi-tasking, managing multiple situations at once in a busy and demanding environment
- Energetic, enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service
- Experience in computer booking systems, preferably within travel
- Experience in training delivery (desirable)
- Galileo trained or similar GDS experience (desirable)
- Extensive travel experience, preferably to Explore destinations (desirable)
About Explore and Diversity
We aim to be better than yesterday and our will be close to your heart. Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners – always with respect and kindness. Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa\’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.
Explore is a global adventure travel company with 40 years\’ experience in providing exciting and authentic travel experiences. With over 350 trips in around 100 countries, Explore\’s expertly crafted itineraries combined with award-winning tour leaders, small group sizes and a commitment to responsible travel ensure unforgettable travel experiences in extraordinary destinations. Whether it\’s wildlife, culture, walking and trekking, a polar voyage, cycling or a family adventure, our trips will give you once-in-a-lifetime experiences, every day.
Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all. At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. In a complicated world that\’s full of potential, we strive to be better than yesterday. We put people at the heart of everything we do and are proud of the extensive we offer.
Location
This role is based in Farnborough, Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position, however work life balance is important to us and so we are open to discussion on, flexible
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Team Leader - Customer Experience employer: Explore LTD
Contact Detail:
Explore LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - Customer Experience
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Team Leader role in Customer Experience. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service and team leadership. Role-play with a friend or use online resources to get comfortable. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Show off your personality! When you get the chance to meet potential employers, let your enthusiasm for customer experience shine through. Share your ideas on how to improve customer satisfaction and team dynamics – they’ll love your proactive approach!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at StudySmarter. So, go ahead and hit that apply button!
We think you need these skills to ace Team Leader - Customer Experience
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through. We want to see how you connect with customers and what makes you tick in this field. Share specific examples of how you've gone above and beyond to deliver exceptional service!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that align with the Team Leader role. We’re looking for someone who can inspire and develop a team, so don’t forget to mention any leadership or coaching experiences you have!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Use bullet points if it helps to make your achievements stand out – we want to see your impact at a glance!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Explore LTD
✨Know Your Team Dynamics
Before the interview, take some time to research the company’s culture and values. Understanding how the Customer Experience Team operates will help you demonstrate your ability to lead and inspire a team effectively.
✨Showcase Your Coaching Skills
Be prepared to discuss specific examples of how you've trained or coached team members in the past. Highlight your approach to motivating others and improving performance, as this is crucial for the role.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've successfully managed difficult customer situations. Be ready to share these experiences during the interview, showcasing your sound judgement and ability to solicit feedback for improvement.
✨Emphasise Your Passion for Customer Service
Make sure to convey your enthusiasm for delivering exceptional customer service. Share any relevant experiences that illustrate your commitment to exceeding customer expectations and driving satisfaction.
