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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Join Trip.com, a global leader in travel support with a vibrant culture.
- Benefits: Enjoy 33 days of annual leave and career growth opportunities.
- Why this job: Make a real impact in the travel industry while developing your leadership skills.
- Qualifications: 2+ years in a leadership role with strong communication and coaching skills.
- Other info: Dynamic environment with a focus on continuous improvement and team engagement.
The predicted salary is between 36000 - 60000 £ per year.
About Us
Since 2014, Trip.com’s Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world. With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
The Role
We are looking for a passionate Customer Service Team Leader to lead, coach, and inspire a team of advisors in our Edinburgh office. You will drive world‑class customer service, support performance and development, and create an engaged, high‑performing team environment. Using data and insight, you’ll remove barriers to success and help your team deliver our mission and values every day.
What you'll be doing:
- Manage the performance and development of team members using effective leadership and performance management tools
- Coach, motivate, and develop advisors through regular one-to-ones and feedback
- Use performance data to identify coaching opportunities and recognise success
- Lead team huddles, ensuring quality and performance are key drivers
- Promote a culture of continuous improvement
- Act as first point of contact for escalated issues, ensuring timely and satisfactory resolution
- Remove barriers that prevent advisors from delivering excellent customer service
- Manage team rotas and support clear, effective communication
- Maintain strong customer relationships through quality service and efficiency
- Take ownership of team engagement and satisfaction
- Act as a role model for Trip.com values
- Stay up to date with promotions, initiatives, and company policies
What you'll Need:
- At least 2 years’ experience in a Team Leader, Supervisory, or Managerial role
- Fluent in written and spoken English
- Passion for delivering high levels of service and results
- Proven experience coaching or leading people
- Strong communication and active listening skills
- Ability to handle complex conversations sensitively
- Confident facilitating team discussions and meetings
- Strong time management, problem‑solving, and organisational skills
- Proficient in Microsoft Excel and Word
- Open and approachable leadership style
- Strong coaching and motivational skills
- Ability to build high‑performing, engaged teams
- Confident using data and insights to drive performance
- Commitment to developing others and supporting career growth
- Travel and Tourism industry experience
Desirable:
- Travel and Tourism industry experience
- Multilingual skills
Why You'll Love Working Here
Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions. 33 days annual leave (including...
Customer Care Team Leader in Edinburgh employer: Trip.com
Contact Detail:
Trip.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the travel and tourism industry, especially those who work at Trip.com. A friendly chat can open doors and give you insider info about the company culture and what they really value in a Customer Care Team Leader.
✨Tip Number 2
Prepare for your interview by practising common questions related to team leadership and customer service. Think about your past experiences and how they align with the role. We want you to shine, so be ready to share specific examples of how you've motivated teams and handled challenges.
✨Tip Number 3
Show your passion for customer service! During interviews or networking events, talk about why you love helping customers and how you’ve gone above and beyond in previous roles. This enthusiasm can set you apart from other candidates.
✨Tip Number 4
Don’t forget to 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 team at Trip.com. Let’s make your journey to landing that job as smooth as possible!
We think you need these skills to ace Customer Care Team Leader in Edinburgh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Team Leader role. Highlight your leadership experience and passion for customer service, as this will show us you’re a perfect fit for our team.
Showcase Your Skills: Don’t just list your skills; give us examples of how you've used them in previous roles. Whether it’s coaching a team or resolving complex issues, we want to see how you’ve made an impact!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to know what makes you tick. Share your passion for travel and customer service – it’ll help us connect with you!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application goes straight to us, and we can’t wait to read it!
How to prepare for a job interview at Trip.com
✨Know the Company Inside Out
Before your interview, make sure you research Trip.com thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Care Team Leader, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully coached and motivated teams in the past. Use specific metrics or outcomes to highlight your impact on team performance.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and decision-making skills. Think about potential challenges you might encounter in the role and how you would address them. Practising these scenarios can help you articulate your thought process clearly.
✨Engage with Your Interviewers
During the interview, don’t just answer questions—engage with your interviewers. Ask insightful questions about the team dynamics, company culture, and expectations for the role. This shows that you're not only interested in the position but also in contributing positively to the team.
