Team Leader - Customer Service

At On the Beach were on a mission to build on our amazing growth story and take On the Beach to the next chapter. Were on a mission to make it easy for customers to find, book and enjoy their holiday. Critical to helping us realise our ambitions is ensuring that our Contact Centre is best in class and in this role you will do just that, by ensuring your team is providing an exceptional service to our customers.

In this role, you will lead the day to day running of a Customer Service team and will develop, coach and motivate your team to ensure they are delivering an excellent customer service and meeting Key Performance Indicators. This is a key role for the department and we are on the lookout for an experienced Team Leader who is enthusiastic, passionate about people and committed to providing exceptional customer service.

As a Customer Service Team Leader your responsibilities will include:

• Managing & Motivating employees to drive a high performance culture


• Effectively coaching, developing and supporting your team to maintain a culture that exceeds customer expectations and first time resolution


• Managing and monitoring the department's service levels closely to ensure that our customers receive world class service whatever their chosen channel


• Conduct regular Quality Audits for the team highlighting and escalating any process improvements/flag any risks


• Improving processes and working with other areas of the business to ensure any operational issues are reported and resolved


• People manager duties including the efficient and effective management of both performance and behaviours


• Work within the Company Policies and Procedures


• Effectively manage communications and change across the team


• Supporting Travel Advisors by taking customer escalations to help resolve the customers issues and ensuring a positive customer response, We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist., This role is a full time role working 37.5 hours per week where you will work a flexible rotation over 7 days a week.
  
  Experience in a similar managerial role and you have excellent team management and coaching skills


• Experience of leading teams across different platforms and channels


• An excellent understanding of Customer Service best practice


• Results focused and committed to the values surrounding outstanding service delivery through effective people management


• The ability to respond positively to change, with a determination to succeed


• To thrive in a fast paced, customer focused environment


• The ability to inspire and lead others to achieve challenging results


• Excellent organisational and communication skills both verbal and written
  
  Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.


We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your holidays is the best week or two of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesnt stop there. With huge opportunities for growth, were on a long-term mission to become Europes biggest and most loved online retailer of beach holidays, so our storys only really just begun…

We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.

We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include:


• 25 days holiday plus your birthday off


• Generous discount on holidays


• Hybrid working


• Access to Learnerbly learning platform, plus workshops, courses and professional qualifications


• Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support


• Employee Assistance Programme and free access to counselling


• Eye care vouchers


• Simplyhealth Optimise Health Plan


• Company Sick Pay scheme


• Regular wellbeing events


• Gym discount


• Share Incentive Plan (SIP)


• Death in Service cover


• Onsite subsidised coffee shop


• The Sandbox (our very own bar)


• Food and drink discounts across a number of venues in Manchester City Centre


• Regular social events


• Cycle to Work scheme