Customer Service Team Leader

Hays Travel Limited; Sunderland; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Team Leader, where you will manage a dedicated team of agents and ensure exceptional customer service across all channels. This role emphasizes leadership by example, motivating your team while addressing complex customer issues. You'll foster a positive environment, encouraging creativity and collaboration, all while maintaining compliance with company policies. With over 40 years in the travel industry, this established player offers a vibrant workplace culture, opportunities for personal and professional development, and a commitment to employee welfare. If you're passionate about customer service and team leadership, this is the perfect opportunity for you.

Benefits

Colleague discounts on holidays

Team nights-out

Company parties

Training programmes for career progression

Opportunities for educational trips

Qualifications

• Proven record of delivering exceptional customer service.
• Ability to work under pressure and understanding of crisis management.

Responsibilities

• Manage a team of agents to ensure excellent customer service.
• Handle escalated customer issues and ensure compliance with policies.
• Motivate and supervise team members to meet performance targets.

Skills

Customer service experience

Excellent communication skills

Problem solving skills

Organisational skills

Attention to detail

Time management

Ability to work under pressure

Team leadership

Tools

Microsoft Word

HTOL selling systems

Job description

The Team Leader is responsible for managing a team of agents, ensuring that they provide excellent customer service across all channels. Meet team performance targets and department KPIs, while maintaining their own individually.

This role requires the individual to lead by example consistently delivering high standards. Supervising, and motivating the team, as well as handling escalated customer issues and ensuring compliance with company policies and procedures.

Main Responsibilities:

• Ensure that customer interactions and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
• Address and resolve complex customer complaints and issues that agents are unable to handle.
• Communicate the importance of company goals and strategy to team members instilling the SMILE values in everything we do.
• Keep staff are up to date with company policies and procedures, maintain compliance with procedures, and regulatory requirements.
• Foster a positive and collaborative team environment, providing coaching and support while encouraging creativity, innovation and teamwork.

Qualifications & Experience

• Previous Customer service experience
• Experience of working in a fast paced environment.
• Worked within a Travel environment( Desirable)
• Proven record of delivering exceptional customer service.
• Excellent organisational skills
• Problem solving skills with a can do attitude.
• Excellent communication skills
• Attention to detail and high levels of accuracy
• Excellent demonstration of effective time management.
• Ability to use initiative and decision making, while also actioning pre delegated tasks.
• Ability to work under pressure and understanding of crisis management
• Knowledge of Isell and HTOL selling systems( Desirable)
• Knowledge of Microsoft Word / Office( Desirable)
• MIS awareness( Desirable)
• Present information effectively( Desirable)
• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
• Displays and encourage fairness, consistency and confidentiality where appropriate.
• Lead by example, positive approach, achievement of personal goals and productivity targets
• Excellent verbal and written communication skills
• Ability to liaise with staff at all levels
• Effective motivational skills and the ability to remain positive and professional at all times
• Demonstrates excellent listening skills
• Awareness of social media
• Commitment to contribute to the continual development of the team.
• Takes ownership and responsibility for the performance of themselves and the team.
• Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard.

General

• To undertake any other duties that fall into the job criteria
• To conform with all company policies and procedures including Health & Safety
• To treat all employees, customers and suppliers with dignity and respect
• This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.

Our values

Our SMILE values are embedded in to our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We’re very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprenticesfor relevant roles.