Customer Service Team Leader

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

In 10 years lowcosttravelgroup has grown into a truly international business with offices in Europe, North and South America and Asia/Pacific employing over 500 staff and with annual sales of €700m. Our online travel agency, lowcostholidays.com, is principally based at our international headquarters in Palma de Mallorca in Spain from where it serves customers in 12 countries across the world. Our bed bank, lowcostbeds.com, which sells hotel accommodation to the travel trade in over 40 countries worldwide, has its main office in Romanshorn in Switzerland. Our corporate headquarters is at Gatwick Airport in England and we also have offices in Dublin, Atlanta, Sao Paulo and Bangkok.

The company culture is open, friendly, fast-paced, hardworking and fun, and offers opportunities for those who want to develop/travel. Our offices in central Krakow are well-served by trams and busses and are in modern, refurbished buildings which provide a pleasant working environment


Customer Service Team Leader

RESPONSIBLE FOR: The management of the Customer Services teams ensuring that we deliver exceptional pre departure customer service across all our brands. Working closely with colleagues based in different geographical locations, taking a consistent approach towards delivering group SLA’s.

NORMAL WORKING HOURS:Standard hours of work are 40 hours a week. This can be on a 7 day rota pattern and will include weekend work. Additional hours may be required due to the nature of the role, and you will play a part in our crisis management procedures.

MAIN PURPOSE OF JOB:Achieve set SLA’s and manage a multi branded and international team who continually strive to improve our overall service delivery. Encourage team performance and development whilst working with other business areas to drive down our cost per transaction and continually improve first contact resolution.

MAIN DUTIES:

• Day to day management and responsibility for SLA performance across multiple brands/tasks.
• Manage their teams to achieve the best possible results.
• Support other business areas that feed into customer services and ensure minimal customer disruption.
• Ensure there is consistent delivery of customer services across LCTG including staff training and development.
• To actively be involved in the delivery and revisions of our crisis management procedures.
• Dealing with escalated complaints with passengers and third parties.
• Managing team rotas, ensuring adequate staffing in place to meet business needs.
• Interpretation and analysis of contact drivers, providing feedback to key stakeholders to suggest process changes to reduce cost per transaction.
• Reporting pre departure complaint route causes back to the business with suggestions for change.
• Introduce automation within the department to provide analysis on different levels back to the different areas of the business.
• Quality Control.
• Help develop and implement long term customer services polices, across the group.
• Agree annual KPIs with the business and roll out to the team as quarterly objectives
• To represent the company at external meetings as applicable

ADDITIONAL DUTIES:

• To provide any other support that may be required by the Company.

KEY SKILLS:-

• Fluent in written and spoken English. Other languages an advantage.
• Excellent team management skills
• Ability to multi task and work under pressure
• Excellent communication skills, both verbal and written
• Friendly and professional manner
• Previous customer facing role essential
• A passion for travel
• Competence in dealing with client requests and questions efficiently
• Confidence when dealing with client complaints
• Ability to prioritise workload on a day to day basis.

EXPERIENCE:

• Preferred management experience within the travel industry
• Proven track record of customer service experience
• Strong technical ability and knowledge of Word, Excel and travel related systems

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl