Customer Service Team Manager

Customer Service Team Manager

Job Type: Permanent (full-time), 40 hours per week.

Location: Central London

Start date: As soon as possible

Salary: From £30,000 – £35,000 (depending on experience) + bonus and benefits

We are looking for a passionate, motivated and resourceful Team Manager with solid experience in Customer Service, with a preference to work in the travel/hospitality industry. Our client is a leading luxury client services provider based in Central London.
As a Team Manager, you will ensure that all relevant KPI’s are achieved, the team feel developed and clients perfectly supported. You should guarantee that the level of customer support provided to every single client is seamless, tailored and adds value. Within others, your main responsibilities will be:

• Making sure that your Team delivers an exceptional customer service to a wide network of high-profile clients within the agreed deadlines.
• Establish clear, detailed and thorough client briefs.
• Help your team always going above and beyond client requests.
• Actively participate in team meetings and team building activities, providing advice, technical expertise, training and guidance for the team
• Ensuring ongoing client satisfaction by managing client expectations and resolving complaints. Be responsible for responding to escalated queries from members and team members
• Conduct regular appraisals, coaching and development sessions with the team, ensuring that the team is improving and feels developed.
• Being involved on the training of the new members.

Skills and experience required:

• Outstanding communication skills, both written and spoken. The ability to provide clear and structured instructions.
• Strong customer service experience, ideally within Travel, Hospitality or a Call Centre environment, with high passion for outstanding service delivery.
• Excellent time management skills with the ability to multi-task in a busy and dynamic work environment
• Proactive and resourceful approach to tasks.
• Proficiency with Microsoft Office package.
• Ability to manage and develop people.