Customer Service Team Leader

Recruiter
Travel Trade Recruitment
Location
UK
Salary
Competitive
Posted
19 Aug 2019
Closes
22 Aug 2019
Ref
1219882046
Contract Type
Permanent
Hours
Full Time
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.
The Job:
*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.
Skills Required:
*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.
The Package:
*Salary of circa £28,000 plus company benefits
Interested:
*If you would like to apply for the above position, please click 'APPLY' or send your CV to helen@traveltraderecruitment.co.uk or call Helen on 02038879444

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