Customer Operations Team Leader

5 days ago

Luton, United Kingdom Thomas Cook Tourism Full time

The Customer Operations Team Leader is responsible for driving performance by leading the team of Customer Operations Advisors to deliver outstanding customer service. As a Team Leader, you’ll lead, coach and support Customer Operations Advisors to maximise productivity and ensure key KPI’s are met. You’ll work closely with teams from across the business and act as the voice of our customer, whilst having an input into our future strategies.

**Responsibilities**
- Drive performance across all channels and take ownership for achievement of agreed targets, budgets and productivity
- In a home-working environment it’s key to bring new ideas to keep team moral high with a focus on team inclusivity
- Design, own and develop our processes to improve our ways of working
- Be the expert on all our processes, terms and conditions, products, systems and technology in order to support our team
- Create a high-performing culture with clear development plans in place at all levels with a focus on our celebrity service mantra, feedback, and team engagement
- Identify opportunities to generate increased profit and growth for all channels, and drive to successful outcomes by collaborating with appropriate teams and challenging our ways of working
- Support the Contact Centre by delivering projects, leading work streams, providing specific knowledge and making recommendations
- Build relationships with stakeholders, both internal and external, relationships across the business
- Responsible for consistently improving our customer experience by responding to feedback and proactively driving change to processes and systems
- Develop and deliver effective training to our teams
- Monthly travel to London office at the Royal Exchange

**Skills**
- A strong passion for travel and travelling
- Positive can-do attitude
- Leadership skills, including communication and coaching
- People management experience
- Ability to drive performance of a team
- Creative thinker
- Ability to work in a fast-paced environment
- Strong IT skills and the ability to use multiple systems at one time

**Preferred**:

- Experience of travelling yourself
- A-C in Maths and English at GCSE level (or equivalent)
- Experience in managing and leading people

**Job Types**: Permanent, Full-time

**Salary**: £26,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free or subsidised travel
- Health & wellbeing programme
- Life insurance
- Private dental insurance
- Private medical insurance
- Store discount
- Work from home

Supplemental pay types:

- Bonus scheme
- Yearly bonus

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

Work Location: Hybrid remote in Luton

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