Reporting to the Duty Manager , the Contact Centre Team Leader - Service will lead , coach and motivate their team to deliver a VIP customer service at all times.
You will manage a team of approximately 15 Customer Service Advisors, who deal with customer queries from booking through to when our customers arrive at the airport for their holiday!
Ensuring our customers receive a high standard of service at all times, you will coach your team and make sure quality monitoring is carried out regularly.
You will be responsible for recruitment selection , performance reviews and carrying out any formal HR procedures as required.
In addition, you will provide accurate reporting to the Customer Service Management Team on performance , productivity and team and individual KPI's, along with dealing with any escalated queries effectively, to ensure a great service for our Jet2.
com and Jet2holidays customers.
The successful candidate will have demonstrable skills to motivate, coach and inspire your team to deliver great results ! You will be passionate about delivering a VIP experience to our customers and must have experience in a contact centre environment and have knowledge of contact centre systems .
Strong communication and influencing skills are key, along with a flexible approach and outstanding attention to detail .
In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
This role is available on a fixed shift basis - the shift pattern is Monday - Friday 12pm - 9pm. please be aware that there may also be occasions where you are required to work on either a Saturday or Sunday in order to meet the service demands of the business.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays !!