Call Centre

1 week ago


London, Greater London, United Kingdom Travel Trade Recruitment Full time £55,000

Do you have experience Head of Customer Service / Sales within the Travel Industry? We are working with an award-winning and leading travel company based in London, who are seeking a dynamic and experienced Head of Call Centre to lead our customer service team and ensure the highest level of service and satisfaction for our clients.

As the Head of Call Centre, you will play a pivotal role in leading and managing the call centre team, consisting of 15 dedicated staff members who are office and home based.

Your primary responsibility will be to ensure the efficient operation of our call centre, maintain high-quality customer service standards, and contribute to the overall success of our business.

This role offers a unique opportunity to work in a hybrid capacity, with two days a week in their modern London head office.


Leadership:

Manage, motivate, and inspire a team of 15 call centre staff to deliver outstanding customer service and meet performance targets.

Provide guidance, training, and mentorship to ensure the team meets and exceeds performance targets. Implement and maintain call centre best practices, including call handling procedures, quality assurance, and workforce management.

Performance Metrics:
Set and track KPIs to measure call centre performance and provide regular reports to senior management.

Training and Development:
Develop and oversee training programs to enhance the skills and knowledge of call centre staff.
Oversee the implementation and maintenance of call centre technology and systems. Continuously evaluate and improve call centre processes, technologies, and workflows to enhance efficiency and service quality.

Hybrid Work Environment:

Collaborate with the team in a hybrid capacity, working two days a week in the London head office and remotely as needed.

Analyse call centre data and performance metrics to identify trends, areas for improvement, and opportunities for growth. Prepare regular reports for management, highlighting key performance indicators and recommending strategic improvements.

Compliance:
Ensure the team adheres to all relevant regulations, industry standards, and company policies.
Analytical and data-driven with the ability to use data to drive decision-making.
Experience in the travel industry, particularly in cruise Europe operations, is highly preferred.
Familiarity with call centre software and customer relationship management (CRM) systems.
A salary of around £55,000 + bonus (dependant on experience).
Hybrid work arrangement with two days a week in our London head office.

If you're passionate about leading a team, delivering exceptional customer service, and making a difference in the travel industry, we'd love to hear from you.



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