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Customer Service Advisor
3 months ago
Full time permanent work
Negotiable basic salary up to £29,000
East Kilbride offices
CLT Recruitment are working closely in partnership with a TOP 10 UK based travel management company, due to continued success our client has huge growth plans in sight, our client seeks a Business Travel Team Manager to join their team immediately.
If you have previous management experience within travel, then we want to hear from you
Purpose of Role / Overview
The key purpose of this role is to lead, coach and motivate a growing team of Business Travel Consultants to deliver a professional, high standard quality customer service to all customers.
To ensure that all business objectives and ISO company standards are met and to maximise branch sales and profitability.Accountabilities
- Assist the Operations Manager to improve individual and team performance, ensuring that business targets and KPI's are achieved.
- Constantly review operational and administration processes in conjunction with the company and ISO standards.
- Ensure that the branch operates efficiently and effectively, and all admin queries are dealt with and answered in a timely manner.
- Investigate and log all complaints and queries in a timely and efficient manner ensuring that customer service is paramount and CSAT and NPS scores are in line with business requirements
- Ensure the branch and shifts are adequately staffed at all times, taking in to account annual leave and peaks and troughs of the business.
- Identify and escalate any backoffice systems errors or processes which give cause for concern. coach and develop members of the team, keeping them engaged and motivated.
- Hold regular team talks with the team to ensure they are kept informed about branch performance against targets and any key issues which may affect them.
- Identify areas of training and development within the team and put plans in place to support them.
- Assist with the implementation of new clients into the branch.
- Deputise for the Branch Manager in their absence, ensuring that the branch continues to run efficiently.
- Achieve own targets and lead by example.
- Support the operations manager with HR issues.
Main Deliverables
- Achieve personal and team targets.
- Client retention and the achievement of CCS contract KPI's Branch standards to be in line with the ISO procedures manual.
- Personal development plans in place for all team members and reviewed regularly.
- Challenge underperformance by setting clear objections and action plans where necessary.
- Issues resolved where possible and escalated to your line manager where necessary
- Team is up to date and informed on weekly and monthly sales figures and P&L, internal communication client updates.
Essential
- Excellent customer service skills Experience of working with NPS and CSAT scores
- Evidence of supporting and motivating a team/person, would be advantageous.
- Excellent customer service skills Experience of working with NPS and CSAT scores
- Exceptional communication skills both verbal and written
- Ability to problem solve by negotiating to achieve amicable solutions and having a professional approach to matters under stressful, pressurised and demanding environments
- Demonstrate a sound knowledge of financials by being commercially aware.
- Ability to deal with conflict and personnel issues in a calm manner.
- Ability to think logically and consider all relevant aspects with strong analytical skills
- Customer service/business travel/management qualifications that may be relevant to role.
