Customer Service Market Manager

• Ability to motivate self and others, with strong people leadership skills.

• Operations, call centre, Customer Service, or relevant experience within a process driven environment with proven responsibility of multi-sites / projects required.

• Ability to deliver, monitor and report on individual and team service KPI s regularly and upon request.

• Where required to take corrective action and/or proactive measures to ensure KPI s are delivered.

• Ensure that all operational resources are optimised within budget by forecast capacity planning and have tactics in place for unplanned events.

• Excellent phone manner and written communication with experience in Customer Care required.

• Demonstrates confident and professional manner with the ability to manage conflict, negotiate and influence at all levels.

• Excellent investigative and analytical skills with ability to find repeat patterns and reoccurring issues from data collected to drive Customer Services efficiencies.

• Be customer service advocate across the business, able to both quantify issues and identify opportunities, overcoming challenges when finding solutions to drive operational efficiencies.

• Proficient in MS Word and Excel with working knowledge of MS Outlook desired.

• A problem solver with the ability to think on your feet, empowered to take decisive action when required to ensure that the customer is satisfied and the right, reasonable solution is provided timely.

• Ability to work well in a busy pressurised environment.

• Passion for providing excellent customer service, driving operational efficiencies and working within the travel industry.

• Telecoms and email management experience advantageous.

Key skills and responsibilities

• Manage, motivate and develop the Customer Support team ensuring excellent levels of customer service by;

• Handling escalation issues and difficult situations in a calm and professional manner liaising with all parties involved.

• Responsibility for escalated product, system or service problems from the team.

• Supporting the team to exceed individual and team targets and KPI s.

• Hands on support during busy times and providing holiday and sickness cover across both teams.

• Completing and keeping up to date the team work rota to ensure all office hours are covered.

• Energising your team to achieve high levels of motivation on a daily basis.

• Perform individual 1 to 1 s, probation period, absence, holiday, performance and all other day to day general staff management.

• Ensure all members of the team are fully trained and competent in all aspects of their role.

• Providing and monitoring new starter training, on-going training and coaching for the team.

• Ensuring team members are confident in selling and upselling products to our customers.

• Implementing and updating procedures and policies.

• Regular assessment and quality control of team s performance including monitoring of emails and telephone calls and giving constructive feedback to assure their adherence with all regulations and expected standards of service.

• Act as the point of contact for team members for various queries.

• Build strong relationships with trade partners and 3rd party suppliers.

• Proven experience managing performance improvements in all aspects of customer delivery through communications and support activity.

• Ensuring Duty Manager email inbox is always up to date.

• Ensure deadlines are met and standard of work is consistently high.

• To be able to deal with difficult situations in a professional manner.

• Recommend potential products or services that best suit the customer s needs.

• Meet the objectives and performance measures within the company guidelines.

• Pro-active planning and management of resources to meet demand cycles, managing monthly rotation and holidays.

• Provide Out of Hours, Weekend and Bank Holiday cover on a rotation basis if necessary.

• General office administration duties as per the needs and changes of the business such as Monthly payroll adjustments; new starter recruitment; new starter/leaver set up)

• Represent the company internally and externally in a positive and lead by example way.