Customer Support Team Leader

6 months ago


Hale, United Kingdom DragonPass International Ltd Full time

DragonPass was formed in 2005, with offices in London, Hale (UK), Singapore, and China. DragonPass provides world-class travel experiences to customers and businesses through a digital platform. Our mission and purpose are to be a market leader in developing and delivering airport ecosystem solutions that brings multiple partners under one platform for financial services.

We are looking for a Customer Support Team Leader to join our inbound call centre team, joining the client facing side of the business. You will be responsible for leading the customer service teams, through a leadership structure, ensuring an excellent level of service is provided, and play a key role in the growth and development of the business with leadership experience. You will be well versed in people and leadership management.

**RESPONSIBILITIES**

As a Customer Support Team Leader your key duties will include:

- Managing, training, and coaching the service desk teams to ensure a high-quality service
- Monitoring the service desk performance, metrics, benchmarks, product liability issues, and implementing improvements
- Measuring performance by analysing data reports and trends, ensuring all KPIs are met
- Adhering to policies, procedures set by the client and business
- Tracking and managing the engagement metrics
- Monitoring complaint oversight and resolutions
- Identifying and implementing service and business improvements
- Manages reporting of programs - bi-weekly and monthly customer service reporting per program, internal & external

**REQUIREMENTS (Essential)**

To be considered for the role of Customer Support Team Leader, you must have:

- Previous experience in a customer service team leader role or similar
- _Experience in and management of ticketing software system (Freshdesk)_
- Excellent communication skills, both written and verbal
- The ability to manage, train and motivate a team
- Strong leadership, motivation, and support skills
- Great organisation, time management and project planning skills
- The ability to thrive both independently and as part of a team
- Ambition to continuously improve - both as an individual and help grow the department
- Resilient mindset, looking to take on and overcome operational challenges

We offer competitive compensation, benefits package, and opportunities for career growth. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you.

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00 per year

**Benefits**:

- Employee discount
- Free parking
- Health & wellbeing programme
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Hale: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service Team Leader: 2 years (required)

Work Location: Hybrid remote in Hale


  • Customer Support Agent

    6 months ago


    Hale, United Kingdom DragonPass International Ltd Full time

    We are searching for a highly motivated Customer Support Agent to work within a fun and fast paced environment. We are on the lookout for an individual that takes a customer and client-centric approach to help us develop products suited to tackling existing client and customer pain points. Working within the customer support department you will be working...


  • Hale, United Kingdom Support for Independence Full time

    **Location**: Hale, Trafford **Salary**: £14 per hour (raising to £15 per hour after successful 6-month probation) **Contract**: 16 hours per week **Shift pattern**: Two afternoon/evenings and every Saturday We are seeking a Rehabilitation Support Worker to provide an exceptional service for our client in Hale. This is a rewarding opportunity to be a...

  • Male Support Worker

    6 months ago


    Hale, United Kingdom Support for Independence Full time

    **Male Rehabilitation Support Worker** *Occupational Pursuant to Para 1 Schedule 9 of the Equality Act 2010 **Location**: Hale, Trafford **Salary**: £14 per hour (raising to £15 per hour after successful 6-month probation) **Contract**: 16 hours per week **Shift pattern**: Two afternoon/evenings and every Saturday morning We are seeking a...


  • Hale, United Kingdom RecruitmentRevolution.com Full time

    Ready to advance your engineering career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues?Electrical Engineering ManagerPlus Excellent Benefits Package with a global leaderGlobal Distributor of chemicals & ingredients used in everyday...


  • Hale, Manchester, United Kingdom Rapport Guest Services Full time

    Company OverviewRapport Guest Services is a renowned hospitality provider dedicated to delivering exceptional guest experiences.SalaryThe estimated annual salary for this role is approximately £38,000 - £42,000, depending on experience and qualifications.Job DescriptionAs a Customer Experience Ambassador, you will be the face of our brand, ensuring that...

  • Transport Planner

    5 days ago


    Hale Bank, United Kingdom CV-Library Full time

    Ready to advance your career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues? If you’re ready to further your career with a $9 billion leader that can provide you with stability and exciting challenges, whilst supporting your personal...

  • Transport Planner

    1 day ago


    Hale Bank, United Kingdom RecruitmentRevolution.com Full time

    Ready to advance your career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues? If you’re ready to further your career with a $9 billion leader that can provide you with stability and exciting challenges, whilst supporting your personal...

  • Sales Administrator

    2 months ago


    Hale Bank, United Kingdom CV-Library Full time

    Ready to grow your career with a global leader that understands that our success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues. We also recognise that this success is down to having a brilliant administration function to ensure the business runs smoothly, and now we are looking for another...


  • Hale Bank, United Kingdom CV-Library Full time

    Ready to advance your engineering career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues? If you’re ready to further your career with a $9 billion leader that can provide you with stability and exciting challenges, whilst supporting...


  • Hale Bank, United Kingdom RecruitmentRevolution.com Full time

    Ready to advance your engineering career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues? If you’re ready to further your career with a $9 billion leader that can provide you with stability and exciting challenges, whilst supporting your...


  • Hale, United Kingdom Atherton House Group Full time

    We are seeking a passionate and dedicated and **qualified Nursery Room Leader** looking for a new opportunity to excel and develop in a new role. As **Room Leader** you will play a crucial role in creating a nurturing and stimulating environment for our little ones. This role is on a **full-time basis **at **Richmond House Kindergarten, Hale, Altrincham**....


  • Hale Bank, United Kingdom RecruitmentRevolution.com Full time

    Ready to advance your engineering career with a global leader that understands that success results from the incredible hardworking, dedicated, and diverse people like you we are proud to call our colleagues?If you’re ready to further your career with a $9 billion leader that can provide you with stability and exciting challenges, whilst supporting your...

  • Cleaner

    5 months ago


    Hale, United Kingdom PURE LEISURE GROUP Full time

    Pure Leisure Group is an established family business which has for many years now been a market leader in leisure and holidays in the U.K. The Company owns and operates holiday parks throughout the North West, Wales, Yorkshire and East Anglia. We are looking for a Cleaner to join our team at Fell End Holiday Park **Duties and Responsibilities** - Ensuring...


  • Tottenham Hale, United Kingdom CV-Library Full time

    Customer Services Advisor Salary: £28,000 per annum, plus Veolia benefits and pension Hours: Monday to Friday, 40 hours per week. 8.30am - 5pm Location: Haringey, N17 9AZ When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're...


  • Hale Bank, United Kingdom CV-Library Full time

    LWC Drinks Ltd provides licensed establishments with all their bar and sundry supplies. However, we are more than just a distributor, becoming the fastest growing privately owned drinks company in Britain, placing 24th in the Sunday Times PWC Profit Track 100. Our aim is to provide the best customer service in the industry, employing over 1,500 people, at 18...


  • Hale, United Kingdom CV-Library Full time

    Job Title: SEND Learning Support Assistant Location: Altrincham Start Date: Immediate Start Salary: £90 - £110 per day Are you a qualified Learning Support Assistant/LSA living in Altincham?         Are you wanting an exciting new role working with SEND individuals? Do you have a Team Teach...


  • Hale, Manchester, United Kingdom TeacherActive Full time

    Job Title: SEND Learning Support AssistantLocation: AltrinchamSalary: £90 - £110 per dayWe are currently seeking experienced Learning Support Assistants to work closely with classroom teachers, providing one-on-one assistance, small group support, and implementing personalized learning plans to meet the diverse needs of students with Special Educational...


  • Hale, United Kingdom CV-Library Full time

    Job Title: SEND Learning Support Assistant Location: Sale Start Date: Immediate Start Salary: £90 - £110 per day Are you a qualified Learning Support Assistant/LSA living in Sale?          Are you wanting an exciting new role working with SEND individuals? Do you have at least 3 months experience...

  • Operations Assistant

    3 weeks ago


    Hale, United Kingdom CV-Library Full time

    Calling all cruise professionals! My client has a fabulous opportunity for an operations assistant to join a multi award-winning cruise company and become part of their success story! Now celebrating 11 years, the company has achieved phenomenal success from its passion for the travel industry and its award-winning people. You will have excellent attention...


  • Hale, United Kingdom Travel Trade Recruitment Limited Full time

    Calling all cruise professionals! My client has a fabulous opportunity for an operations assistant to join a multi award-winning cruise company and become part of their success story! Now celebrating 11 years, the company has achieved phenomenal success from its passion for the travel industry and its award-winning people. You will have excellent attention...