Team Leader

5 months ago

Manchester, United Kingdom On the Beach Full time

**Who we are**

Hola

Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your holidays is the best week or two of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesnt stop there. With huge opportunities for growth, were on a long-term mission to become Europes biggest and most loved online retailer of beach holidays, so our storys only really just begun

We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.

We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA.

**What you'll be doing**

We have an exciting opportunity for a Team Leader to join our growing Operations department. The salary for this position is £26,500-£31,000 FTE.

At On the Beach were on a mission to build on our amazing growth story and take On the Beach to the next chapter. Were on a mission to make it easy for customers to find, book and enjoy their holiday.

Critical to helping us realise our ambitions is ensuring that our support is best in class, and in this role you will do just that, by ensuring your team is providing an exceptional service to our customers.

In this role, you will lead the day to day running of an Operations and In Resort support team and will develop, support, coach and motivate your team to ensure they are delivering an excellent customer service and meeting business expectations. This is a key role for the department, and we are on the lookout for an experienced Team Leader who is enthusiastic, passionate about people and committed to providing exceptional customer support.

Due to the nature of the department, we require that all applicants have proven experience dealing with incidents of a sensitive nature with customers.

As a Team Leader in the Operations team, your responsibilities will include:

- Supporting the team via our communication channels.
- Effectively coaching, developing and supporting your team.
- Maintaining a positive and productive culture to maintain a service that exceeds customer expectations.
- Strive for first contact resolution for our customers.
- Supporting the team by managing escalated issues, ensuring a positive customer response.
- Managing the department's service levels, monitoring breaks, after call work etc. to keep abandoned calls at minimum.
- Assigning and monitoring agent workload to ensure departmental goals are met.
- People management duties including but not limited to managing formal processes and conducting administrative duties.
- Improving processes and working with other areas of the business to ensure any operational issues are resolved.
- Taking ownership of bookings when there has been an incident of a sensitive nature happen and liaise with the customer.
- Keeping your team well informed with changes to the business and new processes.
- Supporting the management team and actively working towards the goals of the department.

**You'll be a great addition to our team if you have the following skills, knowledge, and experience.**
- Have been in a similar managerial role.
- Have excellent coaching and performance management Skills.
- Have an in depth understanding of Customer Service best practice.
- You are results focused and committed to outstanding service delivery through effective people management.
- You respond positively to change, with a determination to succeed.
- You thrive in a fast paced, customer focused environment.
- You inspire and lead others to achieve challenging results.
- Excellent organisational and communication skills both verbal and written.
- Experience with crisis management.
- Experience working overseas or in the UK as an In Resort representative.
- Experience dealing with incidents of a sensitive nature.

**What to expect from our interview process**

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist.

**Ways of working**

This is a full time role working 37.5 hours 5 days a week on a rotation over 7 days a week, currently across 07:00 15:00, 08.00 -16.00 and 11.00 -19.00 shifts.

This role does include being on call for one week each month for sickness, absence and out of hours suppor

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