Customer Service Team Leader - Night Shift

Customer Services Team Leader Evening Shift -£17 – 21K
Job Title : Customer Services Team Leader
Team : Customer Services Team
Hours : Full Time (35 hours per week)
Reports to : Customer Services Manager
Salary : Commensurate with skills & experience
Role
The company requires a Customer Services Team Leader to assist the Customer Services Manager to motivate and lead the UK based customer services team during the day shift (8.00am - 6.00pm) or evening shift (2pm - 10pm). Working hours will be within these hours.
You will also provide outstanding levels of customer service by nurturing relationships with hotels in order to maximise their use of the reservations system and to resolve both hotelier and customer queries regarding bookings and client/customer satisfaction.
Ideal Candidate
This role is ideal for an articulate, energetic and enthusiastic customer services professional with leadership flair and skill to motivate others. As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services and have experience or potential to run a highly motivated, dynamic and efficient team of Executives.
You will have strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities. You should be efficient, organised, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision. You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.
Line Manager
The position reports to the Customer Services Manager (C/S Manager) but with significant exposure to the whole management team across the company.
Key Responsibility Areas
Team Management
· Ensure that all new C/S Executives to the day and evening shift receive an informative induction programme to introduce them to the business, systems and customer services standards and processes.
· Provide ongoing management support to the team in terms of motivation, C/S training, C/S best practice and advisory guidance on a daily/weekly basis.
· Ensure team rota and KPI adherence.
· Conduct monthly 1-2-1 meetings with C/S Executives to maintain focus and motivation on Customer Service standards and targets. Feedback the outcome of these meetings to the C/S Manager, discussing any areas of concern, training requirements or achievements.
· Provide inspirational coaching in order to drive performance improvements within the team including highlighting any high achievers that deserve rewarding to the C/S Manager.
· Track and monitor performance levels, and highlight any areas of underperformance to the C/S Manager and assist him in tackling this.
· Assist in and conduct, mid and end of year performance review setting SMART (specific, measurable, achievable, relevant and time-specific) performance objectives for each individual in the late shift, in line with team goals set by the C/S Manager.
· Maintain productivity and attendance information.
· Provide appropriate reporting (weekly/monthly/quarterly) and regular communication with the C/S Manager as required in order to meet team objectives/targets.
· Schedule and distribute tasks and projects within the team.
· If necessary, replace and carry out activities of C/S Manager in his absence and as directed.
· Ensure the team receives a fortnightly team meeting.
Hotelier & Customer Relations
· Manage any escalated (from the team) incoming hotelier queries (email & phone) regarding the BART intranet system, system problems, reservations, over-booking and invoicing - in a customer-friendly, timely and professional manner, applying problem-solving skills.
· Manage any escalated (from the team) incoming customer queries (email & phone) regarding the system, overbooking, reservations, hotel amenities/service - in a customer-friendly, timely and professional manner, applying problem solving skills.
· Liaison with the appropriate teams (IT, Sales, Distribution, Finance) in order to gain relevant information and action, to resolve problems or provide support to the team.
· Ensure that all appropriate paperwork is completed by the team and communicated to all parties concerned as appropriate to resolve any internal or external queries.
Working Practices
· Discuss any outstanding issues that you are unable to resolve, with the C/S Manager at your earliest convenience, in order to gain advice and resolution.
· Adopt effective and efficient personal working practices in order to maximise time spent on high value team management, problem solving and customer/hotel communications.
· Participate in regular team and company meetings to discuss new ideas regarding the system and customer service processes.
· Pro-actively identify and contribute ideas and suggestions to improve customer service processes and systems.
· Generally speaking, contribute to creating a positive atmosphere within the team and within the company by displaying a professional and proactive attitude on all matters.
· Take part in ad-hoc projects requiring leadership and project management skills.
· To be an effective Change Manager - to know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours.

Agency/Employer: Neaves & Neat Employment Services Ltd
Town or City: Cambridge
Location: Cambridgeshire
Sector: Hospitaly
Related Job Titles: Customer Service Team Leader
Permanent/Contract: Permanent, Full time
Experience: 0 years
Date: 09-03-2007
Salary: 25000 British Pound / Year

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