Customer Services Team Leader - Travel Industry

You will be working for a forward thinking, friendly, ambitious travel business who are really making waves in the industry. They are looking for an experienced Team Leader to work in their Customer Service - Pre- Travel team. If you have this background and are looking for a new challenge then please get in touch.

Customer Services Team Leader - What will I be doing ?

• You will be helping with the day to day management of the customer services team supporting their customers before they travel.
• You will ensure all issues are resolved quickly and efficiently minimising any impact to the customer experience and checking that all company guidelines are followed.
• You will be looking after a team of approximately 15 agents at any one time
• You will have day to day management of workflows, including overseeing all inbound and outbound contact channels ensuring staffing levels support and adjust as required.
• You will take responsibility for complicated issues, supporting the resolution and reasonable outcomes for both customers and the business
• Management of incidents which could be minor or major, including deaths in resort, accidents and illnesses; you will play an active role within the crisis management team
• You will develop, coach and mentor your team members to ensure they are achieving and exceeding all KPI's and quality standards.

Customer Services Team Leader - What experience do I need ?

• It is essential that you have worked in the travel industry previously in a similar role within a contact centre / operations environment
• You will have outstanding communication skills
• Excellent IT and systems skills
• Good leadership experience

Customer Services Team Leader - Additional Information
This is a great opportunity to join a fast moving ambitious business. You will be initially working from home but once things move forward there will be a return to the office in Central London. The role spans a 7 day week shift pattern to include some evenings and weekends. The pay is competitive.

Mid Level PHP Developer

An exciting opportunity awaits a motivated PHP developer in an emerging brand in the luxury travel sector. You will be joining a small, dynamic team charged with delivering the next phase of the tech platform.

The role will span all areas of development and will work with a wide range of technologies to bring industry leading capabilities to a unique and innovative business. Our client is looking for bright individuals who like to challenge themselves, are willing to learn new things and take on responsibilities.

Mid Level PHP Developer Experience required:

• A proficiency in PHP (OOP), working with PHP frameworks (Symfony, Laravel, Phalcon, Slim or similar) in a commercial environment.
• knowledge of SOLID and related OO design principles.
• Hands on experience building and integrating APIs.
• Familiarity with SQL/NoSQL databases and their respective query languages.
• DevOps capabilities (CI, Deployment Automation, Containerization). Knowledge of AWS is an advantage.
• Experience with microservices and event-driven architecture is a plus.
• An appreciation for TDD and unit testing.
• Proficiency with Git versioning tools and workflows.
• A working knowledge of Agile practices and its associated tools.
• Aptitude in front-end technologies is beneficial, but not essential.

Mid Level PHP Developer - Our client is looking for :-

• Someone interested in working with modern event-driven architectures and serverless technology.
• A good problem-solver who can work under pressure.
• A desire for self improvement and with an ambition grow their knowledge of the entire development and deployment pipeline, keeping best practices at heart.
• A good communicator.
• A motivated individual, determined to make a success of what they put their mind to.

This role is mainly remote but will require regular meetings and time spent in the office in the Berkshire area so you will be based a sensible distance from here.

Contact Centre Manger - Travel Industry

This is an exceptional role for an experienced Contact Centre Manager from the travel industry - you would be joining a fast paced, dynamic business in a role full of opportunity and challenge. If you have significant experience running a high-paced multi-channel contact centre (with remote agents) in a leadership and hands-on role then we would love to hear from you.

Contact Centre Manager - What will I be doing ?

You will support and manage all aspects of the pre-travel customer contacts, across multiple channels within a large team of agents with 2 main direct reports.
You will help develop and evolve the customer contacts strategy to support the overall customer experience.
As you would expect this team are working remotely right now and experience of managing remote workers is essential
You will be working to core KPI's of Productivity, % Availability, and Customer Satisfaction
You will be heavily involved in increasing team retention and improving the teams development.

Contact Centre Manager - What experience do I need ?

It is essential that you have significant experience running a high-paced multi-channel contact centre with remote agents in a leadership and hands-on role.
You will need experience in supporting non-voice contact channels
You will have a thorough understanding and hands-on knowledge of Contact Centre Interface systems to deliver customer first contact resolution.
You will have experience running a multiple site operation, including working with outsourcers and home working/remote agents
It is essential that you have the ability to analyse data/performance to drive change and performance improvements.

Contact Centre Manager - Additional Information
This role is working for an ambitious, dynamic travel business who can offer an exciting, supportive environment and long term opportunity. The role is in the main Monday to Friday 9 - 5.30 but will require flexibility according to workload / circumstance. Contact for more information.

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Digital Marketing Manager
This is a unique position for an experienced Digital Marketing Manager who is looking for an opportunity to excel their career with the possibility to move into a CMO role over time. This extraordinary luxury brand are on the cusp of exponential growth, evolution and expansion and you will be leading them on everything that they do within digital marketing.

Digital Marketing Manager - What will I be doing?

• This is a newly created role and you will report into the CEOs and manager one marketing executive.
• You will drive the strategy and execution of everything the business does within digital marketing for this luxury brand.
• Currently everything is managed inhouse
   

Digital Marketing Manager - What experience do I need ?

• You will have substantial experience as a Digital Marketing Manager for a luxury brand with proven success
• You will be instrumental in driving the business forward and will have experience of doing this previously for a high end brand - perhaps jewellery or fashion
• You must be ambitious - there is real scope for you to move into a CMO role over time
• Our client is looking for someone degree educated with a passion for what they do.

Digital Marketing Manager - Additional Info:
This role will be based in London but our client will consider someone working part of the week from home post Covid with a minimum requirement of 2 days a week in the office.
Good salary plus performance related bonus and benefits and a unique opportunity for serious career progression. Fabulous friendly team and a luxury product that is out of this world and moving into a new chapter of growth and evolution. This role is to start in January.