Team Manager - Customer Operations

Orchard Recruitment Ltd
Chester, UK
18 Jun 2019
27 Jun 2019
Contract Type
Full Time

Our Travel & Tourism Sector Client's Customer and Owner team are now seeking a Team Manager to join them to motivate, develop and drive a team of talented agents deliver the highest levels of customer service to Holiday Makers and Owners alike.

Role Profile:

As the newest COR Team Manager you will play a crucial role in leading and motivating a team of resolution / customer experts to succeed. This is a demanding area of the company's Operational function and requires a strong leader to support and drive behaviours and accountability.

The role involves ensuring that your 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 and Customer driven environment.

The Customer & Owner Relations Team Manager must have proven leadership experience and success in managing people, driving change, have a proven record of accomplishment in improving results alongside delivering outstanding customer service and quality. They must put the customer and owner at the heart of every decision made and have the ability to influence change, drive performance and motivate a team of people

Your responsibility will be to deliver the following areas:

* Accountable for Customer & Owner Relations teams. Deliver and monitor department key performance indicators

* Accountable for optimum staffing at all times

* Accountable for a fun and dynamic environment

* Conduct regular reviews of Specialist Advisor performance and manage under performance

* Lead the team to ensure objectives and SLA targets are met/exceeded

* Capitalise on all opportunities presented to up-sell

* Empower team to make sensible decisions

* Ensure incentive schemes are in place and they drive the correct culture, behaviours and performance level

* Work in partnership with Marketing regarding customer & owner feedback and customer and owner retention

* Work with the Reservation Team Managers to ensure a high quality end-to-end service to the customer

* Work in partnership with the Training Team to ensure excellent levels of customer service are provided by the Customer Service teams at all times

* Identify areas for improved profitability, growth and cost savings - making recommendations to the Call Centre Senior Management team. Be accountable and/or contribute to efficiency projects depending on business needs

* Feedback to relevant department on improvements based on staff/customer feedback

* Ensure a safe and harmonious working environment

* Motivate, mentor, train and support team members

* Ensure all team members adhere to FCA regulations

* Understand all organisation's products, services, procedures, guidelines

* Ensure that all HR and people management processes are managed in line with Company guidelines

* Manage the budgets in unison with Call Centre senior management, with particular focus on compensation

Person Profile:

* Previous Call Centre management experience

* Previous experience in managing Customer Relations teams

* Proven track record in driving results

* Skilled in negotiation and issue resolution

* Change management skills

* Proven track record in motivating a team

* Excellent time management skills

* Ability to recognise problems and areas for improvements

* Strong communication skills

* Managing costs

* Experience in conflict management

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