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: 28 days leave, pension scheme, life assurance, and discounts on Club sites.
- Other info: Hybrid working options and commitment to diversity and inclusion.
- Why this job: Make a real impact in a friendly environment while developing your leadership skills.
- Qualifications: Experience in customer service, team management, and Microsoft applications.
The predicted salary is between 28249 - 28249 € per year.
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. While 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.
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
Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5%/5%), 3 × 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) employer: The Camping and Caravanning Club Ltd
The Camping and Caravanning Club is an exceptional employer, offering a supportive work culture that prioritises customer service excellence and employee development. With benefits such as 28 days annual leave, a generous pension scheme, and hybrid working options, employees are encouraged to thrive both personally and professionally. The Club's commitment to diversity and inclusion, alongside its rich history in the camping community, makes it a rewarding place to work for those seeking meaningful employment.
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)
✨Tip Number 1
Get to know the company inside out! Research The Camping and Caravanning Club, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for camping and customer service.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional customer service, make sure you can articulate your thoughts clearly and confidently. Role-play common customer scenarios with a friend to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips on the interview process and what it’s really like to work in the Service Centre. Plus, it shows your genuine interest in the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and ready to take on the challenge of leading the Service Centre advisors.
We think you need these skills to ace Service Centre Team Leader (Internal Secondment)
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 the job description. Use keywords from the posting, like 'KPI', 'SLAs', and 'sales-through-service'. This shows us you understand the role and are genuinely interested in joining our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at The Camping and Caravanning Club Ltd
✨Know Your Stuff
Make sure you’re familiar with The Camping and Caravanning Club’s mission and values. Understand their customer service approach and be ready to discuss how you can contribute to delivering exceptional service. Brush up on your knowledge of camping products and services, as this will show your enthusiasm for the role.
✨Showcase Your Leadership Skills
As a Service Centre Team Leader, you’ll need to demonstrate your ability to lead and support a team. Prepare examples from your past experiences where you’ve successfully coached team members or handled escalations. Highlight your approach to fostering a positive team culture and driving performance towards KPIs.
✨Practice Common Scenarios
Think about potential scenarios you might face in the role, such as handling a difficult customer or managing a high-volume period. Practise your responses to these situations, focusing on how you would maintain professionalism and ensure customer satisfaction. This will help you feel more confident during the interview.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of your interview. This could include inquiries about the team dynamics, the challenges they currently face, or how success is measured in the role. Asking questions shows your genuine interest in the position and helps you assess if it’s the right fit for you.
