Reservation Team Leader

We are working with a family-owned company, who are looking for a Reservations Team Leader to join them, leading a new team to deliver outstanding customer service for inbound queries.

If you have experience working within a phone-heavy environment (such as telesales, customer service, account management), and are looking for a role within a small, award-winning, friendly company, then this might be the role for you!

In this role you’ll be responsible for leading a small (and growing) team ensuring the highest levels of customer care are delivered, and performance targets are met. Your team will be taking a wide range of calls (from initial enquiries through to sales and aftersales care) and will be made up of team members already working within these different departments. This newly created reservations team will be the central point for customers to contact.

RESPONSIBLITIES

• You will be expected to lead a team in delivering a positive customer experience, addressing customers’ needs and concerns in a friendly, knowledgeable, and efficient manner.
• Supporting and guiding your team, to allow for open communication and a positive working environment; conducting regular training sessions.
• Recognising and rewarding great performance within your team.
• Helping to set performance metrics, such as customer satisfaction, call handling times, resolution rates etc, and support the team in reaching these.
• Monitoring performance targets, generating reports, and implementing new strategies where needed.
• Addressing any escalated issues promptly and efficiently to ensure a continued customer-company relationship.
• Liaising with other departments as needed.
• Accurately recording customer information and interactions on the internal system.
• Keeping up-to-date with company and industry trends to be able to best support customers.
• Clearly communicating with customers and colleagues, both verbally and in writing.

REQUIREMENTS

• Recent experience within this time of environment (i.e. call centre / customer service) with ideally 2+ years’ experience within a supervisory type position.
• Experience in mentoring and motivating team members.
• Strong and patient communicator.
• Passion to deliver outstanding customer service.
• Experienced in using Microsoft and/or internal software.

DETAILS

• Fully office based
• £24,000 - £28,828 depending on experience
• Monday - Friday, 9am - 5.30pm (some flexibility as the role evolves may be required)
• Free, on-site parking
• Swaffham