Call Centre Team Leader - Fixed Term WEST Midlands

At A Glance

Motivate, lead, manage and inspire a team of circa 10 FTE who are responsible for supporting direct customers and in-house/third party retail agents with holiday booking enquiries ensuring excellent levels of service and first call resolution whilst maximising the opportunity for ancillary sales.

What You'll Be Doing

- Lead, motivate and manage a team of 10 FTE.
- Manage the teams performance against productivity, service, sales and quality targets; driving continuous improvements across all of these metrics whilst reducing errors and financial loss through effective audits.
- Manage and escalate any re-occurring issues to reduce avoidable customer contact; ensuring a continual feed-back loop between the Call Centre and wider business areas.
- Resolve all complaints raised in a timely manner addressing the root causes of failure to prevent future reoccurrence and drive a positive customer experience and therefore NPS.
- Responsible for driving continuous improvement with the relevant Contact Centre stakeholders; highlighting training needs and process improvements required to improve the customer experience.
- Responsible for ensuring own and team compliance with all internal policies and legislative requirements.
- Contribute to business projects.
- Undertake any other responsibilities that may be reasonably requested.

What We're Looking For

- Call Centre management experience
- Experienced in driving process improvement initiatives
- Excellent communication skills and able to influence customers & senior stakeholders
- Adaptable and able to contribute effectively to change projects

What We Can Offer

- Competitive salary & Generous holiday concessions
- Reward scheme - online discounts on products & services plus late seat & accommodation offers
- Foreign exchange discount at TUI retail outlets plus In-flight discount of 20%
- Childcare vouchers & cycle to work scheme
- Contributory Pension scheme
- Career progression opportunities

Closing Date - 4th October 2013

Job Division: Mainstream
Location: Columbus House