Customer Service Team Leader required to assist the Customer Service Manager and lead a small team of Customer Service Executives. You will be managing pre and post enquiries, daily, weekly and monthly reports and assisting the team to achieve team objectives.
*Deputise for the Deputy Guest Services Manager when appropriate.
*Supervise both the pre-departure and post-departure Customer Service teams to ensure the required level of service and communication is achieved by telephone, letter and email always.
*Identify knowledge gaps and training requirements within the team and bring these to the attention of the relevant management.
*Assist with organising, coordinating and reporting on team daily work.
*Deal with escalated customer enquiries or complaints from other departments and members of the customer Services team.
*Work with the Customer Services Manager to ensure the teams' and companies' objectives and goals are met.
*Maintain the highest level of personal written communications for pre and post travel correspondence.
*Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.
*Allocate compensation based on company standards, in conjunction with the Customer Services Manager.
*Monitor the implementation of company policies and procedures for dealing with guests who have special requirements and make suggestions to amend or improve these where necessary.
*Identify potential problems relating to customer service and proactively work to find solutions to enhance the customer's experience.
*Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of customer satisfaction.
*Three years' experience of working in a customer services environment within the travel Industry.
*Experience of managing a small team.
*Experience of dealing with and resolving complaints and involvement in the decision-making processing for awarding compensation.
*Experience of managing and exceeding customer expectations.
*Understanding of developing customer service standards and team guidelines.
*Salary of circa £28,000 plus company benefits
*If you would like to apply for the above position, please click 'APPLY' or send your CV to email@example.com or call Helen on 02038879444