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:
1. Ensure that customer interactions and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
2. Address and resolve complex customer complaints and issues that agents are unable to handle.
3. Communicate the importance of company goals and strategy to team members instilling the SMILE values in everything we do.
4. Keep staff are up to date with company policies and procedures, maintain compliance with procedures, and regulatory requirements.
5. Foster a positive and collaborative team environment, providing coaching and support while encouraging creativity, innovation and teamwork.
Qualifications & Experience
6. Previous Customer service experience
7. Experience of working in a fast paced environment.
8. Worked within a Travel environment ( Desirable)
9. Proven record of delivering exceptional customer service.
10. Excellent organisational skills
11. Problem solving skills with a can do attitude.
12. Excellent communication skills
13. Attention to detail and high levels of accuracy
14. Excellent demonstration of effective time management.
15. Ability to use initiative and decision making, while also actioning pre delegated tasks.
16. Ability to work under pressure and understanding of crisis management
17. Knowledge of Isell and HTOL selling systems ( Desirable)
18. Knowledge of Microsoft Word / Office ( Desirable)
19. MIS awareness ( Desirable)
20. Present information effectively ( Desirable)
21. Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
22. Displays and encourage fairness, consistency and confidentiality where appropriate.
23. Lead by example, positive approach, achievement of personal goals and productivity targets
24. Excellent verbal and written communication skills
25. Ability to liaise with staff at all levels
26. Effective motivational skills and the ability to remain positive and professional at all times
27. Demonstrates excellent listening skills
28. Awareness of social media
29. Commitment to contribute to the continual development of the team.
30. Takes ownership and responsibility for the performance of themselves and the team.
31. Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard.
General
32. To undertake any other duties that fall into the job criteria
33. To conform with all company policies and procedures including Health & Safety
34. To treat all employees, customers and suppliers with dignity and respect
35. 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