Team Leader

American Express
Brighton, UK
13 Aug 2019
22 Aug 2019
Contract Type
Full Time
Know the way forward. Show the way forward.

In Travel & Lifestyle Services, we pride ourselves on delivering a flawless service, as well as providing a unique and exclusive experience for our Platinum and Centurion Card Members.

Be one of our dynamic Team Leaders and create an engaging, high-performing environment for the Consultants who provide our Premium Card Members with travel and lifestyle services.

You'll lead, coach and mentor with passion; encourage real commitment to customers; and use your strong leadership and motivational skills to inspire an extraordinary service. One that surpasses expectations and reaches our business goals with outstanding results.

Don't just inspire followers. Create future leaders.

As a coach and a mentor, you will make a difference in the lives of your team members. Some of your focus areas are:
  • Inspiring your team of Travel & Lifestyle Consultants to deliver strong results and creating the environment for them to be successful
  • Providing knowledgeable and consultative coaching and mentoring that is based on your own experiences and expert knowledge of the travel and lifestyle services industry
  • Improving your team's performance in the key areas of delivering customer satisfaction and efficiency in the premium servicing environment
  • Confidently adapting to the dynamic contact centre environment and supporting your team through operational change
  • Managing your time effectively to be available to your team whilst managing the business needs.
  • Building an engaged team through regular career and development activity

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


What you'll need to lead our team:
  • Solid experience in a leadership role
  • Strong consultative coaching skills, and the strength of personality to motivate and inspire your team
  • Experience of driving individual and team performance through monitoring and coaching on customer delivery
  • A travel or hospitality background would be very useful, especially in a call centre or luxury servicing environment
  • The resilience and composure to remain positive under pressure and continually-evolving circumstances
  • Good time management and the organization to effectively prioritize your team's workloads
  • Excellent written and spoken communication skills
  • A high level of customer service experience and commitment is required as you will have regular contact with customers through outbound and escalated calls with card members
  • Ability to develop and nurture a team to increase engagement and skills
  • Experience of monitoring, reporting and delivering key performance metrics to senior management
  • Ability to identify, propose and execute performance improvement initiatives
  • A strong appreciation for travel, tourism and luxury products

Our teams work in a 24/7 service centre environment, so you will need the flexibility to work within a shift environment

Why American Express?

There's a difference between having a job and making a difference.

American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don't make a difference without it.

Don't live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process - or need any reasonable adjustments to be made - then please contact the Recruitment Team on or 00800 83 000038 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.

ReqID: 19015010
Schedule (Full-Time/Part-Time): Full-time

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