Customer Service Team Leader

3 weeks ago

Derbyshire, United Kingdom YHA Full time

Customer Service Team Leader - Matlock, Derbyshire

Please Note: This role is open to YHA employees only at this time.

Hours: 37.5 hours per week

YHA have amazing properties in some of the most iconic and inspiring places in England and Wales. But we're more than just unique buildings in spectacular locations – YHA is also a charity. By working for YHA, you'd be helping improve access to life-changing travel and adventure. Our Customer Service team aims to provide an exceptional service to our F&I (Family & Individuals) and membership customers, from initial enquiry to confirmation of booking and payment. As a YHA employee you'll have access to a whole host of benefits designed to make your job as happy and rewarding as possible.

Skills and experience:

  • Experience of leading and motivating a team within a similar environment, working to defined KPIs. Experience of working with internal teams to drive sales performance.
  • People management experience, including recruitment, induction, personal objective setting, conducting reviews and managing performance.
  • Good numeracy and literacy skills with the ability to process information accurately.
  • Excellent IT skills (ideally Microsoft Office)
  • Ability to handle difficult situations/experience of managing conflict.
  • Proven ability of managing varying pressures, including significant peaks in workload demands.
  • Excellent telephone manner which delivers a positive first impression
  • Understanding of Customer Relationship Management (CRM) software systems
  • Experience of working within a contact centre environment or customer focused industry, working to targets and deadlines.
  • Knowledge and understanding of YHA and its customer base
  • Experience of driving change, developing and embedding new initiatives to deliver improvements in ways of working (desirable)
  • Knowledge of working with Family & Individual (desirable)
  • Holds or working towards Customer Service NVQ or similar (desirable)
  • Holds or working towards Team Leading NVQ or similar (desirable)

    Role responsibilities:

    You'll lead and support the team, with overall responsibility for the achievement of targets across all aspects of the Customer Service operation, accountable for maximising income, revenue and increasing customer loyalty. You will have management responsibility for a team of Customer Service Advisors and support other teams across the Central Sales department where required.Y our role will support YHA in achieving our charitable objectives by providing our customers with an exceptional service. Flexibility to work between 8am to 6pm Mon to Fri.

    We are YHA.

    A 90-year-old charity and social enterprise dedicated to connecting people with nature, the outdoors, culture, and heritage through brilliant hostel stays and experiences. We operate hostels and activity centres throughout England and Wales and welcome all but specialise in creating opportunities for young people. As well as memorable holidays and short breaks, we deliver education residentials, group trips, and a variety of volunteering opportunities.

    Our strategic priorities and working culture

    Our top priority is ensuring YHA is for everyone. To achieve this, we need a diverse workforce that is representative of the communities we serve. We support equity, diversity, and inclusion in all aspects of our work. Our people share a common purpose: to improve health, wellbeing, and life skills. Our culture is collaborative; we work together following core values and behaviours called HEART: Helpful, Efficient, Authentic, Respectful and Team-spirited. To ensure we are reaching all, we capture equality information at both the attraction and onboarding stages of employment.

    Please note in order to apply for a vacancy with YHA we require an up-to-date CV and a completed application form.

    Please note: YHA is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during our safer recruitment process in line with this commitment, this will include the checking of relevant ID's for Right to work and a DBS application. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

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