Contact Centre Team Leader

Travel Trade Recruitment

Are you a natural leader? Are you an experienced Contact Centre / Customer Service Team Leader? WE HAVE THE ROLE FOR YOU!

We have an exciting opportunity for an experienced Contact Centre Team Leader to join a well-known Luxury Tour Operator, based in the London Bridge area (on an initial maternity contract).

The Contact Centre Leader will act as a support to the Director of Customer Contact and will ensure that the department’s team provide a highly efficient service to every customer who contacts Belmond for travel advice and reservations.Main Duties & Responsibilities:

• Managing and leading the travel advisors & service excellence teams in understanding and delivering business objectives, processes, and policies. (Conduct and capability).
• Provide robust leadership, such as motivation techniques, performance management, quality improvement measures, and develop initiatives to ensure that the team meets and exceeds targets and expectations.
• Conduct regular 1:1’s, training sessions, coaching and development activities, as demonstrated through an improvement of dashboard metrics.
• Responsible for end-to-end customer escalations.
• Driving improvements in performance through a comprehensive understanding of data.
• Commencing a Development Plan once all other avenues have been exhausted for performance delivery.
• Using LQA model as a structure, ensure all customer facing teams deliver and exceed the set standard – this will be delivered through coaching and 1-1’s.
• Take ownership for your own performance, receiving feedback, taking action where required and identify and apply opportunities to develop and improve skills.
• Create, update and implement departmental standard operating procedures.
• Ensure that operational standards and procedures of the department are adhered to.
• Implement measures and systems to improve cost efficiency and the internal and external customer experience.
• Budget, plan and monitor departmental expenditure.
• Ensure and protect the security and confidentiality of all guests, Employee, and Company information.
• Ensure an up-to-date knowledge of industry developments, and monitor current trends, practices, and systems to make recommendations for improvements.

The person:

• Natural leader
• Experienced in a leadership role (within the travel industry)
• Customer centric attitude
• Professional and courteous in all interactions verbal or non-verbal
• Very good organisational skills
• Self-motivated and a team player
• Ability to work under pressure
• Ability to deal with difficult situations or points of conflict

The Package:

• Maternity Contract
• Salary – £41,000
• Shifts between Monday – Saturday (flexibility needed)
• Hybrid working – 3 days in the London office, 2 from home
• Group Income Protection – Group Life Insurance – Employer contribution pension
• Enhanced maternity and paternity pay

Interested?

Please click APPLY or contact