Customer Service Manager 22.5 Hours A Week

Gallaford Search
21 Jul 2017
20 Aug 2017
Contract Type
Full Time
Gallaford Search Recruitment brief;

This role will require the manager to ensure that their team are converting warm leads, either phone or email conversations.

The Team Leaders typically look after about ten reservations staff, and are responsible for driving their performance whilst ensuring quality standards are met. They also look after the day to day managerial aspects, such as informal one to ones and skills coaching and mentoring. hr etc.

They will have around 9 to 10 people in the team- know the team very well and all indivdual needs and requirements.

Job Purpose

The role of Reservations Team Manager involves motivating, developing and driving a team of Reservation experts to deliver the highest levels of conversion, quality and customer service and support. This role is also responsible for managing and delivering the highest performance of shifts within the Operations Department

This role leads and motivates a team of people to succeed.

The role involves ensuring that your direct team along with the Operations department are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results driven environment.

The Reservations Team Leader must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality

Essential Experience:

Previous Call Centre management and coaching experience
Proven track record in driving results
Change management
Proven track record in motivating a team
Excellent time management skills
Ability to recognise problems and areas for improvements
Strong communication skills
Desirable Experience:

Knowledge of HR policies, practises and procedures
Core Accountabilities:Accountability for team performance, including coaching and development of team members individual performances.
Ensure that shifts are suitably covered
Understand all organisation’s products, services, procedures, guidelines
Conduct regular reviews of Agents performance and manage under performance
Feedback to relevant department on improvements based on staff/customer feedback
Ensure a safe and harmonious working environment
Motivate and support team members
Mentor teams
Drive performance improvements

Key performance indicators-

Meet and exceed conversion performance for the Call Centre in line with month goals set and agreed
Ensure all service levels are met and exceeded at all times - SLA’s will be set and agree monthly
Team performance is managed in line with Company guidelines - to include performance management, staff retention
Attendance is managed in line with Company guidelines
Escalate issues which cannot be resolved by the team.

Personal Attributes:

Attention to detail
Organisation skills
Flexible approach
Be calm under pressureBenefits
Pension, Commission/Bonus, Healthcare/Dental,Key skills
Driving performance of their team, one to ones, coaching, sales driven, reservation booking

Required skills
Call Centre