Customer Operations Team Leader

1 week ago

Newcastle upon Tyne, United Kingdom Parkdean Resorts Full time

Responsible for the Customer Operations (Debt and Admin team), to manage all tasks in line with the Parkdean Resorts business guidelines.

To promote an environment of continual improvement that supports innovation and automation alongside service delivery to improve the customer experience and delivery to our customers and our teams.

**Job Description**:

- Manage holiday queries and requests relating to amendments, cancellations, payments, debt recovery and the processing of refunds end to end as required.
- Ensure all applicable processes are documented and followed as expected, currently manage 32 processes within the team, inclusive of Payments, Vouchers, Reconciliation / Cleansing / Audit Controls, Debt, Direct Debits, Fraud and Chargebacks etc.
- Manage and follow up outstanding debtors with a proactive and professional approach to ensure balances are up to date and kept to a minimum.
- Ensure all relevant bookings are cancelled in line with the business cancellation process and all applicable paperwork and customer communication is processed correctly.
- Batch and organise all holiday confirmations whilst promoting reduction of white mail use.
- Handle holiday refund requests in a professional way and use excellent customer service to find the best solution for the customer and Parkdean Resorts.
- Oversee the high volumes and a variety of queries in a timely and professional manner.
- Offer excellent customer service to all internal and external customers offering informed knowledge of all administration functions to help.
- Work closely with relevant stakeholders, including Finance, Revenue & Parks.
- Provide regular and ongoing feedback to ensure continuous improvement.
- Ensure accurate reporting, in an easy to use format, meeting the needs of the business and recipients.
- Take responsibility for regularly reviewing processes, suggesting improvements to ensure maximum efficiency and reduction of manual effort.
- Develop and coach your team to provide a fantastic level of service to both internal and external customers.
- Ensuring quality, compliance, Health & Safety and safeguarding standards across the Department/location.
- It is your responsibility to report any weakness or breach that you identify within the Company’s information systems or services (even if only suspected).
- You have a duty to take care of your own health and safety and that of your colleagues, guests and visitors. Safeguarding is everyone’s responsibility and you also have a duty to report all concerns and co-operate with management to enable it to comply with its health and safety and safeguarding accountabilities.

Person Specification:

- People management experience.
- Experience working in an administration or process function.
- Experience working with Microsoft packages, including Excel.
- Experience of demonstrating an organised and methodical approach.
- Process driven.
- High attention to detail.
- Passionate about delivering quality work and service levels.
- Customer service focus.

**Salary**: £25,000.00-£27,000.00 per year

Schedule:

- 8 hour shift

Work Location: One location

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