Join one of the UK's Cruise Specialists.
Award-winning CruiseKings and Scotland's Cruise Centre are part of the Brooklyn Travel Group, established for over 50 years employing over 500 travel professionals UK-wide.
Following yet another record-breaking year and with exciting future aspiration, we are looking for a Customer Service Team Leader to support our expansion plans.
If you're looking for a new challenge or your next move, this might be the job for you.
Location: Office based, Ayr/Hybrid/Remote
Hours: Monday – Saturday 9 – 5.30pm, Full-time, 37.5 hours
Salary: Competitive – based on experience
Experience, Qualities and Skills
•Customer Service experience in a fast-paced Cruise environment.
•Previous team leader/management responsibility is advantageous.
•A good people person who can lead by example.
•Approachable, supportive and nurturing.
•Excellent communication with internal and external customers and suppliers.
•Ability to multitask and prioritise effectively.
•Strong negotiation skills while remaining diplomatic, a firm but fair approach.
•Up to date Cruise product knowledge.
•Ability to use Cruise and supplier booking systems.
•Problem solving and providing solutions.
•Sense of urgency and can work to tight deadlines.
•A self-starter who is motivated and able to motivate others.
Main Responsibilities
The Customer Service Team Leader will report into the Customer Experience Manager regarding the day-to-day operation of the Customer Service Team.
•Daily workload planning, adapting to the needs of our clients.
•Operational management and motivation of a remote/hybrid team.
•Rota management in line with business needs.
•Performance management including feedback and 121s.
•Support the recruitment process.
•Overflow of calls, emails, chat and whatsapp as and when required.
•Report, prepare and facilitate reviews for Feefo and Trust Pilot.
•Identify and deliver training and development needs.
•Support our pre departure process focusing on travel and cruise line entry requirements.
•Assist the Customer Relations department in line with business needs.
•Pre departure crisis management, able to work under pressure.
•In resort escalations such as flight cancellations.
•Identify processes in need of improvement.
•Strong understanding of the full customer journey
Reward/Opportunities:
•Competitive Salary.
•Vitality Private Healthcare.
•Ship visits/Educational opportunities.
•Discounts on holidays.
•Sponsored social events.
•Contribution Pension.