Head of Customer Services

1 week ago

Manchester, United Kingdom Booking.Com Full time

**Head of Customer Services (Transport) - Manchester**

The Head of Customer Services (Transport) is responsible for driving performance within a specific remit of a division/function to meet the site agreed targets and KPIs, whilst ensuring customer experience is consistently delivered.

**Key Job Responsibilities and Duties**
- Drives excellent operational performance and customer satisfaction results to meet (or even exceed) agreed site targets, through effectively utilizing business tools and leading teams within their specific function/division.
- Creates strong cross-functional collaboration with the other departments including HR Advisory, WFM, Finance and Service Experience and Design to support the CS division operations and to ensure that the division/function is well resourced.
- Fosters a highly motivated team environment that encourages continuous learning and improvements and promotes a safe, open & engaging office environment where regular and constructive feedback is encouraged, in order to drive excellent employee engagement.
- Continually develops division operational capability by identifying opportunities for improvements, working collaboratively with support functions to deliver change projects and taking ownership for leading initiatives through to completion ensuring they are implemented on-time and in accordance to agreed objectives.
- Effectively communicate wider business updates and department strategy, ensuring team objectives are aligned and understood.
- Handles and oversees the management of functional/divisional operational issues and finds effective solutions as appropriate, delegating actionable tasks where necessary to the wider division management team.
- Coaches and develops the Customer Service Managers (Senior Managers) to ensure teams achieve quality and productivity results leading to optimal customer experience; liaising with centres of excellence such as Learning & Development and HR Advisory where required
- Be a role model for company policies and procedures, values and behaviours, through periods of stability and change, and ensures their teams understand and adheres to them
- Supports onboarding of new Customer Service Managers within their division/function.
- Crafts vision and concepts into well managed strategic plans (with data and operational detail) for the division.

**Role Qualifications and Requirements**
- Bachelor degree
- Extensive Knowledge (8 - 12 years)
- Proven people management skills, including experience in managing large multi-national, multi-lingual, multi-channel teams and middle management
- Strong leadership with experience managing culturally diverse teams and driving strong employee engagement
- Proven track record in driving positive performance results, and employee and customer satisfaction
- Able to thrive in a fast-paced and dynamic work environment
- Ability to build strong and effective cross-functional relationships
- Excellent written and verbal communication skills
- Ability to scope and lead on change initiatives and projects
- Identifies talent and is able to effectively support colleagues through development needs and progression
- Good analytical skills with the ability to identify opportunities for improvement and translate analysis into actionable solutions to impact process design and delivery accordingly
- Facilitates an open and inclusive environment
- Own It
- Learn Forever
- Succeed Together
- Do the Right Thing
- Think Customer First

**Benefits & Perks**
- 33 days holidays (including 8 bank holidays)
- Holiday entitlement increases with service.
- A huge platform for learning and development.
- Recommend a friend to work for us and receive £1000.00 per person
- Perkbox discounts.
- Global life events package
- On-site restaurant with Free breakfast and Lunch.
- Private health care.
- Contributable Company pension scheme up to 10%
- Annual bonus scheme and equity

We’re a proud employer that values inclusion and diversity at every level. We realise that nurturing an innovative and collaborative environment is important to build a better future for our colleagues and customers.

We’re also thrilled to be part of Travalyst - a global initiative to make travel sustainable while securing destinations and local communities for decades to come.

**Pre-**Employment** **Screening**:

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