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Customer Contact Team Lead (CR) - Manchester Transport

We’re on a mission to make it easier for everyone to experience the world. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them.

We’re part of the worldwide Booking.com family. We speak 42 languages, our 2000+staff (in Manchester) come from all over the world, just like our customers. What brings us together is our love of adventure. It’s easy to be enthusiastic about a job that enriches so many lives on a daily basis, and our workplace reflects our diversity and global focus.

If you’re like us, you’ll love to help people. You’ll love travel and new life experiences too. Put these drives together and you get an international team who’ll take problems and turn them into solutions, increasing customer satisfaction and helping to grow our international business.

Job Summary

The purpose of this role in the Customer Relations department is to empower, support and enable a team of CR Agents to bring maximum value to customers within their business function. The Customer Team Leader also proactively contributes to the continuous improvement of their business area, the internal colleague experience, and the customer experience in line with wider divisional objectives.

B.Responsible:

Key Responsibilities

• Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets.
• Effectively use business tools to supervise team performance, quality and adherence to both internal processes as well as compliance and regulatory requirements.
• Create a safe and open team environment where regular and constructive feedback is encouraged and provided.
• Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying, motivating and encouraging our values and leadership behaviours.
• Understand the development needs of team members and provide coaching, training and support as vital, liaising with centres of excellence such as Learning & Development and the People Team where required.
• Provide guidance and advice to agents in the handling of customer cases, including providing authorisation where deviation from standard screens and processes is required. Handling called out customer cases as needed, particularly where there are sensitive or high risk factors involved which may impact brand loyalty or company reputation.
• Appropriately lead team members in line with people related business policies and processes. Ensuring both daily people management processes and wider business lead people initiatives are promoted, actioned and understood within the team.
• Be a voice for continuous improvement providing feedback on opportunities and proactively sharing standard processes. Participating in a range of projects to help drive improvements within the business unit.
• Take ownership for the engagement of colleagues within the team, as well as focussing on employee welfare and wellbeing.
• Be a role model for company policies and procedures, values and behaviours, and ensure the team understands and adheres to them.
• Collaborate with support functions such as the recruitment team and workforce management team, in the recruitment and onboarding of new team members and changes to staffing allocations.
• Effectively communicate wider business updates and department strategy, ensuring team objectives are aligned and understood.

B.skilled

Knowledge and skills

• Strong interpersonal communication skills
• Experience leading and developing teams in an international and/or multilingual multichannel environment
• Strong work ethic; self-directed, resourceful and an ability to multitask effectively
• Solution oriented and results driven
• Proactive, adaptable and capable of working independently as well as working in a team
• Good analytical skills with the ability to translate analysis into action
• Coaches for success
• Drives performance to impact the customer experience
• Sees opportunities for improvement and shares standard methodology
• Prioritizes the customer experience
• Requests and delivers feedback effectively and constructively
• Identifies talent and is able to effectively support colleagues through development needs and progression
• Works collaboratively with others both within own team and wider business areas/functions
• Facilitates an open and inclusive environment
• Owns self-development
• Is a Change Ambassador and can inspire others
• Communicates with purpose

In return, we’ll provide:

• Full-time, paid training to help you on your way to success.
• 33 days holidays (including 8 bank holidays)
• Holiday entitlement increases with service.
• A working schedule provided 4-6 weeks in advance.
• A huge platform for learning and development.
• Recommend a friend to work for us and receive £1000.00 per person!
• Up to £1000.00 per year reimbursed for trips booked with Booking.com.
• Perkbox discounts.
• Enhanced parental & sick pay.
• On-site restaurant with Free breakfast and Lunch.
• Private health care.
• Contributable Company pension scheme up to 10%

We’re a proud employer that values inclusion and diversity at every level. We realise that nurturing an innovative and collaborative environment is important to build a better future for our colleagues and customers.

We’re also thrilled to be part of Travalyst – a global initiative to make travel sustainable while securing destinations and local communities for decades to come.

So, what are you waiting for? Apply now