Customer Service Team Leader

The purpose of your role is to oversee the day-to-day running of the Customer Service Team, co-ordinate the completion of outstanding tasks alongside other department Team Leaders. To communicate with all customers, suppliers, Tour Managers and internal departments in an effective and efficient manner to ensure the products and services requested by our customers are delivered at the highest standard.

Key Responsibilities

• Assist in the development and enhancement of company practices and processes in regards to the handling of customer calls, by identifying areas and opportunities for improvements as well as good product knowledge which is up to date in order to manage customer enquiries.
• Communicate ideas for improvement aimed at enhancing performance and efficiency at company, team and personal levels.
• Communicating with customers and suppliers in an effective and efficient manner to ensure our products and services are delivered at the highest standard and delivery deadlines are met consistently.
• Providing reliable, timely and accurate information to customers/suppliers/colleagues in relation to variations and be accountable for the daily running of administrative operational functions within area of responsibility.
• Co-ordinating workloads of teams to ensure delivery of customer excellence to the required standards and KPI’s as well as being responsible for auditing customer, tour manager or supplier paperwork for accuracy and that it is supplied within the required timeframes and planning and organising rotas ensuring area of responsibility has the required level of staffing.
• Providing support when operational problems occur including support and back up for the Tour Managers and provide support to other operational teams as required with a cross functional and flexible approach to work activities.
• Working with suppliers to ensure the requirements of the company are met in the most cost effective manner.
• Encourage learning opportunities in the team and encouraging team members to take responsibility for their own learning, conduct 1-2-1s with the team to maintain wellbeing and performance and maintain accurate and complete records relating to training, performance, competence and personal development plans for all team members (including individual T&C and HR files).
• Take responsibility for own learning and development, keeping up to date with all policy, procedural and regulatory developments and making full use of available structured learning opportunities.
• Perform any other duties assigned by your line manager as required, displaying flexibility in the role.
• Support the weekend call centre operation on a rota basis, including at peak times of trading.
• Provide out of hours support to Tour Managers and customers as part of the operations On Call team.

Characteristics Required to Be Successful

• Proven experience of working in an environment that champions customer excellence delivering to deadlines and targets.
• Proven supervisory skills/leading small teams.
• Able to demonstrate an engaging and enthusiastic interest in travel and in particular the key unique selling points of our products and services.
• Experience of working in a busy telephone environment.
• Excellent IT skills, including keyboard skills and Microsoft packages Windows/Office/Outlook/Explorer.

Additional Skills

• Excellent communication and interpersonal skills.
• Good time management skills, with the proven ability to prioritise and be incredibly organised.
• Able to work under pressure to meet deadlines with meticulous attention to detail.
• Strong influencing skills.
• Self-assured, self-starter with an ability to communicate on all levels.
• Able to analyse data, problem solve and make decisions confidently.