Job description
Role Summary
The Assistant Manager supports the Manager in overseeing the daily operations of the department. This role involves supervising staff, ensuring high-quality customer service, handling escalated issues, Implementing and maintain processes while proactively identifying efficiencies and improvements.
Assisting with staff recruitment, training, and performance, monitoring customer service goals, while embodying the company's SMILE values.
Main Responsibilities
1. Ensure that customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
2. Assist in managing and supervising agents, including resource planning, performance monitoring, and providing feedback.
3. Monitor performance of agents, provide on the spot coaching and learning opportunities, and take corrective actions when necessary.
4. Assist with the delivery of training sessions for new employees and ongoing training for existing staff to ensure they are up to date with company policies and procedures.
5. Foster a positive and collaborative team environment, encouraging creativity and innovation
Qualifications & Experience
Essential
6. Previous Customer service experience at Supervisor or Assistant Manger level.
7. Experience of working in a fast-paced environment
8. Proven record of delivery exceptional customer service.
9. Excellent organisational skills
10. Excellent communication skills
11. Attention to detail and high levels of accuracy
12. Strong administration skills with excellent demonstration of effective time management.
13. Ability to use initiative
14. Problem solving skills with a can do attitude.
15. Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
16. Displays and encourages fairness, consistency and confidentiality where appropriate
17. Excellent verbal and written communication skills
18. Ability to liaise with staff at all levels
19. Effective motivational skills and the ability to always remain positive and professional
20. Demonstrates excellent listening skills
21. Ability to asses and find resolution mutually agreeable to both client and business.
22. Recognise potential external threats to daily operations
23. Implementation of department crisis/ emergency procedures
24. Commitment to the company SMILE values, and embed within the team
25. Commitment to following the ongoing development of the department's succession planning
Desirable
26. Worked within a Travel environment
27. Previous supervisory position held, or has taken active steps to achieve this.
28. Knowledge of Isell system
29. Knowledge of Microsoft Word / Office 365
30. Knowledge of Outlook
31. Awareness of social media as means of communication.
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