Team Leader - Internal Account Support

We’re looking for an Internal Account Support Team Leader to join our office-based team.

Division: Cruise division

Contract type: Permanent

Hours: 40 hours per week

Location: Poole

What You Will Be Doing

• Team Leader is responsible for leading, coaching, motivating and managing the Internal Account Support team to deliver exceptional customer service.

Duties

• Oversee and manage the productivity and performance of Internal Account Supports ensuring goals and targets are met consistently.
• Conduct monthly one-to-one meetings with team to provide feedback, address concerns, and offer support for professional development.
• Set clear performance expectations and provide constructive feedback to improve employee performance.
• Analyse productivity metrics and identify areas for improvement, implementing action plans accordingly.
• Manage complaints procedure, ensuring customer driven issue resolution.
• Manage inbox, effectively delegating tasks to team.
• Follow up to ensure tasks are achieved within agreed timeframe.
• Management of entire lifecycle of customer interactions, able to analyse root cause and apply fix.
• Manage and respond to delivery issues and queries received via email within the agreed Service Level Agreement (SLA) managed by the CRM.

Lead

• Work closely with the client relationship and warehouse operations teams to foster a culture of teamwork and a clear path for problem escalation.
• Foster a culture of engagement and motivation among team members, promoting a positive work environment.
• Provide coaching and mentorship to colleagues to enhance their skills and career growth.
• Utilise ERP, CRM, and data management software to ensure accurate and timely order management.

Drive

• Handle customer inquiries over the phone in a professional and efficient manner.
• Maintain a comprehensive understanding of various order processing procedures and channels through which orders come into the business.
• Collaborate with internal teams to prevent order misses and ensure accurate order processing.
• Develop and maintain a comprehensive understanding of the customer base, key contacts, and the cruise ship order fulfilment process.
• Work closely with the Purchasing team to ensure timely receipt of goods required for orders and demonstrate a strong understanding of business processes and supply chain management for efficient workload coordination.

What’s In It For You

• Modern open plan office
• Monthly profit share bonus scheme
• Free access to LinkedIn Learning
• Holiday buy-back scheme
• Company sick pay
• Free onsite parking
• Perks at Work scheme ‘Tuck shop’ snacks
• Free lunch every Friday
• Charity dress down day every Friday
• Cycle to Work scheme
• Complementary Birthday vouchers
• Subsidised workplace massage
• Eye vouchers
• Employee assistance programme (EAP)
• Company social and corporate events

Who We Are

We are a fast paced, forward thinking cruise product solutions provider with a mission to help operators deliver unforgettable journeys. Our work improves life on board for guests and crew by streamlining the entire hotel and technical supplies lifecycle. We bring consistency, reliability and pride to every part of our partnerships, achieving more than 99 percent on-time in-full delivery across more than 30 ports and six continents across the globe.

Where you work

Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to a success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.

Who You Are

With great leadership skills, you will be obsessed with delivering unrivalled customer service to our Cruise customers. Managing a small team, you will understand the commercial imperative to deliver on time, in full to our customer base across the world. You will be familiar with key performance indicators associated with a distribution model and drive your team to achieve these consistently, always reviewing processes to optimise efficiency. You will have an agile approach, able to react calmly and decisively to the changing requirements working closely with our warehouse operations team and our client relationship teams to achieve goals. One team, working together taking pride in your work and the work of your team.