Service Delivery and Quality Lead

3 days ago


Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
Job Title: Service Delivery and Quality Lead

We are seeking a highly skilled Service Delivery and Quality Lead to join our team at Tripadvisor. In this role, you will be responsible for ensuring that we deliver exceptional service quality and meet performance targets across all customer touchpoints.

About the Role:

  • Develop and implement strategies to improve service delivery and quality, driving business growth and customer satisfaction.
  • Manage a team of customer support agents, providing guidance and coaching to ensure they meet performance targets.
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experiences.
  • Analyse data and metrics to identify areas for improvement and develop actionable plans to address them.
  • Stay up-to-date with industry trends and best practices, applying knowledge to continuously improve our service delivery and quality.

Requirements:

  • At least 5 years of experience in customer-facing roles, with a proven track record of leadership and team management.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Able to work independently and as part of a team, prioritising tasks and managing multiple projects simultaneously.

Salary Range: £50,000 - £60,000 per annum, depending on experience.



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