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  • Customer Service Team Leader

    Salary: £28,000.00 per annum

    Greater London, London

    Job Advertiser

    Travel Trade Recruitment
    Registered: 16 Jul '14
    Postings: 0
    Followers: 0, Following: 0
    • Job Reference: 22259/1608

      Job Duration:

      Start date:


      Customer Service Team Leader required to assist the Customer Service Manager and lead a small team of Customer Service Executives. Youwill be managing pre and post enquiries, daily, weekly and monthly reports and assisting the team to achieve team objectives.
      The Job:
      *Deputise for the Deputy Guest Services Manager when appropriate.
      *Supervise both the pre-departure and post-departureCustomer Service teams to ensure the required level of service and communication is achieved by telephone, letter and email always.
      *Identify knowledge gaps and training requirements within the team and bring these to the attention of the relevant management.
      *Assist with organising, coordinating and reporting on team daily work.
      *Deal with escalated customer enquiries or complaints from other departments and members of the customer Services team.
      *Work with the Customer Services Manager to ensurethe teams' and companies' objectives and goals are met.
      *Maintain the highest level of personal written communications for pre and post travel correspondence.
      *Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.
      *Allocate compensationbased on company standards, in conjunction with the Customer Services Manager.
      *Monitor the implementation of company policiesand procedures for dealing with guests who have special requirements and make suggestions to amend or improve these where necessary.
      *Identify potential problems relating to customer service and proactively work to find solutions to enhance the customer's experience.
      *Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of customer satisfaction.
      Skills Required:
      *Three years' experience of working in a customer services environment within thetravel Industry.
      *Experience of managing a small team.
      *Experience of dealing with and resolving complaints and involvement in the decision-making processing for awarding compensation.
      *Experience of managing and exceeding customer expectations.
      *Understanding of developing customer service standards and team guidelines.
      The Package:
      *Salary of circa £28,000 plus company benefits
      *If you would like to apply for the above position, please click 'APPLY' or send your CV to or call Helen on 02038879444

      Industry: Travel and Tourism

      Salary: Up to £28000 per annum

      Salary Benefits:

      Vacancy Type: Permanent

      Job Skills: -

      Contact Name: Helen Newton

      Website: -

      Direct Application URL: -

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    Advert Ref: #2853888
    Posted: Aug 16, 2019
    Visits: 12

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