Team Leader

2 days ago

Cheadle, United Kingdom On The Beach Full time

**Who we are**

Hola

We’re On the Beach. There’s 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 we’re expecting to get to three million pretty sharpish. Why? Because we’re 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, we’re challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s 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 Customer Service team.

At On the Beach we’re on a mission to build on our amazing growth story and take On the Beach to the next chapter. We’re 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 Contact Centre 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 a Customer Service team and will develop, coach and motivate your team to ensure they are delivering an excellent customer service and meeting business targets. 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 service.
**As a Customer Service Team Leader your responsibilities will include:

- Effectively coaching, developing and supporting your team to maintain a culture that exceeds customer expectations and first time resolution
- Motivating employees to drive a high performance culture
- 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 work is assigned and actioned within the set timeframes, this includes messages, change requests, social and departmental inboxes
- People manager duties including managing formal processes and conducting administrative duties such as updating our HR system and rotas
- Improving processes and partner with other areas of the business to ensure any operational issues are resolved
- Supporting Travel Advisors by taking customer escalations to help resolve the customer’s issues and ensuring a positive customer response
- Keeping your team well informed with changes to the business and new processes

**You"ll be a great addition to our team if you have the following skills, knowledge and experience**
- Experience in a similar managerial role and you have excellent coaching skills
- An excellent understanding of Customer Service best practice
- Results focused and committed to the values surrounding outstanding service delivery through effective people management
- The ability to respond positively to change, with a determination to succeed
- To thrive in a fast paced, customer focused environment
- The ability to inspire and lead others to achieve challenging results
- Excellent organisational and communication skills both verbal and written

**What to expect from our interview process**

We will have a two stage interview process for this position that will consist of a first stage telephone interview with our Contact Centre Manager (Customer Service), and a second stage interview either at our Aeroworks office or via Zoom with two of our Contact Centre Managers.

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 role is a full time role working 37.5 hours per week where you will work a flexible rotation over 7 days a week. Our opening hours are 08:00-19:00 Monday to Friday and 09.00-17.00 on Saturday and Sunday.

We all work from home and from our Aeroworks office and your working week could look something like this: 1 or 2 days a week in our Aeroworks office and 3 or 4 days a week working from home.
**Our benefits**

We might be biased but we think our colleagues are pretty great.

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