Customer Service Team Leader

Please Note: The application deadline for this job has now passed.

Job Introduction

Here at Titan Travel, we’re fiercely passionate about providing customers with fantastic holidays and our colleagues with fantastic careers. We are an award winning escorted travel company with an award winning team that is looking for a new member. Could it be you?

Right now we are looking for a Customer Service Team Lead, reporting to the Customer Service & Field Service Manager.

As the leading ‘Customer Champion’ of the business, you will play a key part within Titan, and the Customer Service team. You will be investigating and actioning every opportunity to improve the overall service we offer to our travelers. You will need to pro-actively spot trends in quality data, identify where we can do better and then collaborate with key managers around the business to drive these changes.

This exciting role is suitable for an approachable, passionate and persuasive person, skilled at data analysis and above all an excellent communicator.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.

If you want to join a winning team and thrive in an environment where we always put the customer first then we want to hear from you.

Role Responsibility

Be a champion for Customer Service and Quality.
Produce reports to be presented to the management and Exco team, addressing key issues.
Be a key driver on implementing changes and improving the overall customer experience.
Agree actions with management across Titan to address issues which are negatively impacting on the customer experience – to include use of Tour Managers reports, Reevoo etc.
Work closely with the Management team to ensure we have a single customer view in terms of feedback through social media, Reevoo, online reviews and offline complaints processes.
Liaise with all areas of the business to feedback trends and pre-empt situations expediently.
Be proactive in solving issues, whilst considering the commercial impact on the business.
Support the Customer Service Manager in the monthly compensation meetings & champion change throughout the business based on the feedback reviewed to ensure we address negative feedback
Liaise with Marketing Department in response to Web Reviews and provide responses.
Support managers with recruitment & training of both permanent & casual staff, using feedback to ensure we work with the best Tour Managers for the business.
Assist with the management of the Customer Service & Field Services teams in the Manager’s absence.
Review calls & letters providing regular coaching sessions with the team members to manage quality levels.
Review & manage the recharge process for Customer Service, ensuring we obtain the highest possible recharges.
Maintain a thorough understanding of the ABTA Code of Conduct and the Package Travel Regulations.
Support the Crisis Team Relative Response team when required.
Ensure escalated customer complaints are resolved appropriately and feedback provided to the relevant customer service executive.
Review processes & procedures on a regular basis to ensure maximum efficiency across the teams.
Willingly carry out any other duties deemed appropriate by the company in line with the company Employee Handbook.

The Ideal Candidate

Capability, Knowledge and Experience:

Good knowledge of the UK Travel Industry
High level of attention to detail
Accustomed to working to deadlines and in a fast-paced business environment
Highly organised and motivated
Skills of diplomacy, persuasion and negotiation
Good problem-solving ability and commercially astute
Comprehensive knowledge of Microsoft Word, Excel, PowerPoint and Teams
Demonstrable competence and knowledge of Titans product range, customers and philosophy.

Personal Characteristics:

Driven and target-focused, able to set own agenda
Leads by example
Thrives under pressure
Excellent communicator and motivator
Diplomatic, approachable, personable and patient
Persuasive
Team player
Excellent planning and organisational skills

Package Description

**Hybrid/remote home working**

This role is predominantly based working from home however you will be required to come into our offices in Crawley on occasion.

We offer excellent opportunities for career development and fantastic incentives, such as flights, holidays, high street vouchers and many more. With great working hours that encourage a work life balance, you’ll be part of a fun and friendly team. Plus, you’ll receive a wide range of discounts on holidays, flights and more for yourself, family and friends!

About the Company

If you want to see what we do all around the world then take a look at the video below:

When you join Titan you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.

To all recruitment agencies: Titan does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Titan is not responsible for any fees related to unsolicited CVs.

Saga Group

Frequency	Annually
Job Reference	saga/TP/60535/1706
Contract Type	Full Time
Closing Date	23 February, 2022
Location	Crawley, United Kingdom
Posted on	08 February, 2022