Job Description
We are looking for a Customer Care Team Leader who is energetic and passionate about customer satisfaction to lead and influence a dynamic team and represent a strong global brand.
As a Customer Care Team Leader you will have an important role in the operations. You will be the heart and soul of the team, driving an efficient and engaging culture with effective and creative support. The team will be responsible for incoming emails, phone calls and chat for a wide range of queries from customers, so the Team manager will need to be organized and passionate to inspire all too over achieve on consumer and client expectations.
You will be a key contact for the clients key stakeholders and will be required to present and report on operational delivery on a regular basis. This is a great opportunity to be a vital part of a team who has the privilege to grow and develop a great brand.
Skills Requirements
- At least 3 years experience within a management position
- MUST have previous Amadeus experience
- Proven experience of working in a fast paced Customer Care environment whilst maintaining a high level of attention to detail
- Passionate about providing great customer care with a bubbly personality
- Self-motivated, proactive and able to work on your own initiative
- Managing your own and others workload and time, whilst delivering effective coaching and training
What are we looking to achieve?
- Work towards delivering all efficacy KPI’s
- Identifying training needs to support the ‘customer care agents’ effectiveness to handling customer issues on first call
- Develop and improve processes and ways of working
- Confidence that all SLA’s are within target whilst delivering the highest standard of customer care
- Complete regular audits to assess teams accuracy
- Other administrative tasks
- Managing your own and others workload and time, whilst delivering effective coaching and training
Why work for us?
- We have a fun and sociable team environment working culture
- Pension Scheme with Standard Life
- Aviva Life Insurance
- Eye test vouchers and discounts
- Discounted corporate gym membership
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid reward of £1000
- Apprenticeship qualifications and career flight path schemes
- Recognition and reward schemes with Love to Shop Voucher rewards
- Cycle to work scheme
- Tech scheme
Position in Organisation
The Customer Care Adviser will report directly into the Client Services and Development Director and will have various support from colleagues nearby which will always be on hand.
Database & Systems & Training Full training will be given by the Client and will include on-going training throughout your employment as and when required. You will also receive a full company induction that will include many areas such as GDPR the Client Quality Management System and all other systems and soft skills training
Elite Employment Dorset Ltd does not presently hold a Sponsorship Licence and while this status is reviewed regularly there is no present proposal to apply for such a Licence
Hours: 40 hours per week, Monday to Friday 7-3.00pm.
Salary: £28-30K DOE
Location: Canary Wharf, London
Our aim is to contact all successful applications within 5 days of receiving your application. Should you not of heard within 5 days, please feel free to contact us to confirm that your application has been received.