Customer Solutions Lead

Hola

Were On the Beach. Theres over 500 of us, working Hybrid from our great ( of course we are biased ) Manchester offices and from home.

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.

**About the role**

As the Leader of Customer Solutions Team, using your proven knowledge and experience of Chat/Chatbot/AI low code/no code solution design. You will work with the Customer Interactions Platform Manager and Customer Experience Teams to deliver excellent solutions to reduce and improve customer interactions with On the Beach. A key element of this role is to guide our Solutions analysts to help us optimise our customer contact strategy by designing, analysing and improving our Chat and AI functionality to scale our resources to meet demand. Central to your success will be to have effective stakeholder collaboration, right across the business, from our Customer Interactions Teams, Marketing, Product and Tech and with our external platform provider, to identify opportunities to improve self-serve capabilities and allowing us to scale our business in the UK and beyond

**Key roles and responsibilities**:

- Lead the customer solutions team, you will be collaborating with key stakeholders to prioritise and plan the workload for the team.
- Design, create, test, and deploy our chatbots in collaboration with key stakeholders.
- Maintain and monitor all our automated channel performance utilising AI tooling.
- Implement improvements that will deflect contacts and enhance customer experience through self serve capability
- Track deflection metrics, create reporting and share insights with customer stakeholders.
- Responsible for end-to-end rollout of improvements within all channels
- Analyse how customers self-serve, reviewing content, language and processes in order to identify and simplify the customer journey.
- Communicate all changes to the business.
- Prioritisation and planning of changes, monitoring productivity to keep changes on track, driving colleagues to deliver high-performance.
- People manager duties including managing formal processes and conducting administrative duties such as updating our HR system.

**About you**
- 1 years experience in a similar role
- Able to lead and motivate, with strong communication skills.
- Collaborate and liaise with stake holders and senior management.
- Zendesk or similar platform experience with chat/chatbot/AI/ ticketing/Automated QA
- Experience in effectively prioritising, planning and organising workload.
- Possess strong analytical skills and ability to use data to drive decision and feedback results.
- Be passionate about customers and their experience from booking their holiday to hitting the beach/city.
- Ability to work well in a fast paced environment and be adaptable to change, adhering to targets/deadlines with the ability to pivot based on business needs.
- Strong interpersonal and rapport building skills.
- Quick learner, confident in working with new systems.
- Excellent problem-solving skills and attention to detail

**What to expect from our interview process**

We keep things simple at On the Beach, we run a 2-stage interview process. Stage 1 is on Microsoft Teams, if successful Stage 2 will be in person out our offices in Manchester city centre.

**Ways of working**

We offer a hybrid way of working, with our beach themed office a short walk to Piccadilly train station in Manchester City Centre. We can also offer free parking onsite at our offices, as well as a cycle to work scheme

Our full time hours are 37.5 per week, you will be office based 2-3 days per week and working from home for the remainder.

**Our benefits**

We might be biased but we think our colleagues are pretty great. Theyre the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. Thats why we offer a competitive benefits package, known as our Beach