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 with a supportive culture.
- Benefits: 28 days leave, pension scheme, life assurance, and discounts on Club sites.
- Other info: Hybrid working options available after probation; we value diversity and inclusion.
- Why this job: Make a real impact in a friendly environment while enjoying the great outdoors.
- Qualifications: Experience in customer service, team leadership, and handling escalations.
The predicted salary is between 28249 - 28249 € per year.
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.
The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring. 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. Whilst at all times operating in a friendly and professional manner with the aim of delivering to set KPI and SLAs within the overall objectives of the Club. Ensuring where possible, to strive to add value within all areas of communication and to support the Management team in the day-to-day operations of the Service Centre.
Daily duties and responsibilities will include:
- To 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 both on the phones and within customer service.
- To take escalations when required from members to resolve their queries or complaints.
- To support the team to achieve individual and collective Service Centre KPIs/Objectives.
- To drive first call resolution, and when needed assist with initial escalations or if required refer to the relevant individual or elevate to the next level.
- To support the team in ensuring they have the most up to date information for all Club products and services to maximise call and email efficiency.
- To support the team with outbound calling initiatives to promote a sales through service culture.
- In high volume periods, to take calls or respond to emails as per the advisors to ensure we continue to meet service KPIs.
- To support the Service Centre Management Team in conducting regular monitoring and feedback sessions.
- As well as ensuring the correct procedure and document completion is followed.
We are looking for the following in applications:
- 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 both for quality assurance and KPIs.
- Previous experience of using a booking system or CRM application.
The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years. We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities, to give you the recognition you deserve:
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).
We are especially keen to encourage expressions of interest from people currently under-represented within the Club, these include but are not limited to those from the LGBT+ community, people with disabilities, and people from ethnic minority backgrounds. We are an equal opportunities employer and actively committed to promoting equality and diversity, and the Club expects all staff, members and volunteers to share this commitment. We have signed the Armed Forces Covenant and welcome the Armed Forces community to apply. For this role, you must have evidence of the right to work in the UK.
Service Centre Team Leader (Internal Secondment) in Coventry employer: The Camping and Caravanning Club Ltd
The Camping and Caravanning Club is an exceptional employer that values its team members and fosters a supportive work environment. With over 120 years of experience in helping people enjoy the great outdoors, we offer competitive benefits such as 28 days annual leave, a generous pension scheme, and opportunities for hybrid working. Our commitment to equality and diversity ensures that all employees feel valued and included, making it a rewarding place to grow your career.
Contact Detail:
The Camping and Caravanning Club Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Centre Team Leader (Internal Secondment) in Coventry
✨Tip Number 1
Get to know the company culture! Before your interview, check out The Camping and Caravanning Club's social media and website. Understanding their values will help you connect with the team and show you're a great fit.
✨Tip Number 2
Practice your customer service scenarios! Since this role is all about delivering exceptional service, think of examples from your past experiences where you handled escalations or went above and beyond for a customer. We want to hear those stories!
✨Tip Number 3
Show off your leadership skills! As a Service Centre Team Leader, you'll be guiding others. Be ready to discuss how you've coached or supported team members in the past. We love seeing candidates who can inspire and motivate!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our fantastic team at The Camping and Caravanning Club. Don’t miss out!
We think you need these skills to ace Service Centre Team Leader (Internal Secondment) in Coventry
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in delivering exceptional customer service. We want to see how you've handled escalations and supported your team in a busy environment, so share specific examples that demonstrate your skills.
Be a Team Player:As a Service Centre Team Leader, you'll be supporting and coaching your team. Let us know about your experience in mentoring others and how you've contributed to a positive team culture. We love seeing candidates who can inspire and motivate!
Tailor Your Application:Take the time to tailor your application to our job description. Use keywords from the listing, like 'KPI', 'SLAs', and 'sales through service'. This shows us you understand what we're looking for and how you fit into our goals.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at The Camping and Caravanning Club Ltd
✨Know Your Customer Service Inside Out
Since the role is all about delivering exceptional customer service, make sure you brush up on your customer service skills. Think of examples from your past experiences where you’ve gone above and beyond for a customer or resolved a tricky situation. This will show that you can embody the customer-focused culture they’re looking for.
✨Familiarise Yourself with KPIs and SLAs
Understanding Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) is crucial for this position. Before the interview, research what these terms mean in a customer service context and be ready to discuss how you’ve met or exceeded them in previous roles. This will demonstrate your readiness to support the team in achieving their objectives.
✨Showcase Your Leadership Skills
As a Service Centre Team Leader, you’ll need to act as a positive role model. Prepare to talk about your experience in coaching and mentoring team members. Share specific instances where you’ve led a team to success or handled escalations effectively. This will highlight your capability to support both advisors and management.
✨Be Ready for Role-Playing Scenarios
Expect some role-playing during the interview to assess your problem-solving skills. They might ask you to handle a mock customer complaint or escalation. Stay calm, listen actively, and demonstrate your ability to resolve issues while maintaining a friendly and professional manner. This will showcase your practical skills in real-time.
