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Customer Services Team Leader - Travel Industry

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.

  • Customer Resolutions Team Manager - Travel Industry

    Customer Resolutions Team Manager - Travel Industry!

    Despite the times we are in this leading travel company are very busy and need an experienced people manager with travel industry experience in an operations / resolutions environment to lead a team.

    Customer Resolutions Team Manger - What will I be doing?

    • You will have ultimate responsibility for ensuring that customers are notified of a hotel relocation within reasonable time.
    • You will take ownership of processes & policies, making effective suggestions for change, to improve the customer experience for those that are no longer able to stay in their hotel of choice.
    • You will work closely with Suppliers to ensure they deliver against agreed SLAs and business requirements.
    • You will lead a team of 15 (2 direct reports) and will support and develop them to deliver exceptionally high-quality service

    Customer Resolutions Team Manager - What experience do I need?

    • You must have great leadership experience in a similar environment from the travel industry.
    • You will ideally have experience dealing with hotel relocations / over bookings/ hotel closures
    • You must have solid experience dealing with customer issues within travel.

    Customer Resolutions Team Manager - What else do I need to know?
    This is a remote role, working across a shift system to include some weekends and some evening shifts in the week until 8pm. The business is ambitious so there is lots of opportunity. The team are energised, fun and fast paced - it's a great culture to be part of.