Customer Service Team Leader
2 dagen geleden
We are seeking a passionate and enthusiastic Customer Service Team Leader to join our Outbound team in our Edinburgh office.
You will enjoy delivering amazing world-class customer service, smashing targets and soaring to new heights in your career. Expect industry-leading benefits, plus working with a team from a diverse background within a multi-cultural award-winning environment.
Working from our award-winning offices in the centre of Edinburgh, your number one priority will be to support our advisors who will directly report to you. In this role, you will be responsible for the coaching, development, performance, and engagement of your associates. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating our mission and values.
The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world-class customer service.
Key Responsibilities- Manage the performance and development of team members through appropriate use of the performance management system and a wide range of managerial techniques
- Leading team huddles, ensuring that quality is a key team driver which covers all operational performance, proactively promoting a culture of continuous improvement
- Be first point of call for resolving escalated issues, ensuring a satisfactory resolution for the customer in a timely manner to minimise risk to the company
- Maintain the highest levels of quality client and customer relationships, focused on clear communication and efficiency
- Act as a role model in displaying Trip values in all activity and communication, promoting a positive and professional brand at all times
- Keeping up-to-date with the latest promotions, initiatives, and company policies/procedures.
- Previous Team Leader, Supervisory, or Managerial experience
- Previous Travel industry or education experience
- Multilingual is advantageous
- Fluent in written and spoken English and the relevant language
- Passion for delivering high-level service and results
- Experience coaching or leading people
- Ability to create and continually support people through individual development plans
- Active listening skills
- Positive communicator who understands when necessary, how to handle complex conversations with sensitivity
- Ability to confidently facilitate team discussions and conduct business meetings
- Role model in contact handling skills and takes action on emerging issues
- Strong time management, problem-solving, and organisational skills
- Helps associates understand role expectations and goals supporting them to achieve
- Advanced computer skills including proficiency with Microsoft software such as Excel and Word
- Previous contact centre experience
- Travel & Tourism industry experience
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