Team Leader

5 months ago

London, United Kingdom ITA Full time

Job Title: Customer Care Team Leader

**Salary**: £33,000
Location: Konecta UK - Canary Wharf, London
Hours: 40 paid hours per week
Shifts: Shifts between - 8 Hour shifts Monday to Friday Anytime between 7:00am - 08:00pm

**Main Purpose of Role**
We are looking for a Customer Care Team Leader who is energetic and passionate about customer
satisfaction to lead and influence a dynamic team and represent a strong global brand.
As a Customer Care Team Leader you will have an important role in the operations. You will be the
heart and soul of the team, driving an efficient and engaging culture with effective and creative
queries from customers, so the Team manager will need to be organized and passionate to inspire
all too over achieve on consumer and client expectations.
You will be a key contact for ITA’s stakeholders and will be required to present and report on
operational delivery on a regular basis.
This is a great opportunity to be a vital part of a team who has the privilege to grow and develop a
great brand.

**Skills Requirements**
**Amadeus Experience is Essential**
At least 3 years experience within a management position
Proven experience of working in a fast paced Customer Care environment whilst maintaining a
high level of attention to detail
An effective team Manager with a “can-do” attitude and the ability to build trust in all
Passionate about providing great customer care with a bubbly personality
A confident and professional individual
Self-motivated, proactive and able to work on your own initiative
Managing your own and others workload and time, whilst delivering effective coaching and
training

**What are we looking to achieve?**
Work towards delivering all efficacy KPI’s
Identifying training needs to support the ‘customer care agents’ effectiveness to handling
customer issues on first call
Develop and improve processes and ways of working
Confidence that all SLA’s are within target whilst delivering the highest standard of customer
care
Complete regular audits to assess teams accuracy
Other administrative tasks
Managing your own and others workload and time, whilst delivering effective coaching and
training

**Who are Konecta UK?**
Leading the way in Customer Interaction & process management Konecta are an international
outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our
clients employ us to communicate with their customers in the most effective ways - this can be on

**Who are ITA?**
ITA Airways, is the flag carrier of Italy, and the largest Italian airline by total number of passengers
carried, by number of destinations served, and by fleet size. It is owned by the Government of
Italy via the Ministry of Economy and Finance. The airline flies to over 70 scheduled domestic,
European, and intercontinental destinations. ITA Airways is a member of the SkyTeam airline
alliance. Its main hub is Leonardo da Vinci-Fiumicino Airport near Rome and focus city is Linate
Airport near Milan.

**Why work for us?**
Konecta has a fun and sociable team environment working culture
Pension Scheme with Standard Life
Aviva Life Insurance
Eye test vouchers and discounts
Discounted corporate gym membership
Involvement with local charities and fundraising days
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £1000
Apprenticeship qualifications and career flight path schemes
Recognition and reward schemes with Love to Shop Voucher rewards
Cycle to work scheme
Tech scheme

**Position in Organisation**
The Customer Care Adviser will report directly into the Client Services and Development Director
and will have various support from colleagues nearby which will always be on hand.
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Please note that whilst
you will be supporting the SodaStream contract, whose opening hours are Monday to Friday 2:00pm
to 10:00pm, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may
be required to cover evenings and weekends when required by the business.
Database & Systems & Training
Full training will be given by Konecta and will include on-going training throughout your employment
as and when required. You will also receive a full company induction that will include many areas
such as GDPR the DBF Quality Management System and all other system

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