Customer Service Team Leader
A customer service team leader is responsible for maximising sales revenue through Reservations. They will support a team of up to 15 Sales Consultants through motivating, monitoring and coaching individuals. The customer service Leader will be responsible for owning, driving, monitoring and reporting on all outbound campaigns. Responsible for having a rolling 12 month strategic lead plan. They will be responsible for providing feedback to the commercial departments on the current market place activity and what successful campaigns look like and influencing new initiatives. They will be required to work closely with sales, marketing and commercial teams.
To continually strive to improve the Sales through Service performance within the call centre reporting regularly performance against target.
Experience
Essential:
§ Consistent delivery of high volume of quality sales calls.
§ Consistent achievement of Sales targets
§ Delivered highly successful outbound campaigns
§ Proven success in handling of escalated calls to the satisfaction of the customer without compromising company policies or standards.
§ Previous experience in helping/coaching others.
§ Demonstrated ability to solve problems in a proactive manner.
§ Ability to support and motivate individuals.
Desirable:
§ Travel agency or tour operator background.
Work Based Competencies Essential:
§ A high level of computer literacy.
§ Ability to apply a high level of attention to detail accuracy.
§ Good command of English language and able to demonstrate daily.
§ Ability to calculate pricing including discounts and supplements.
§ Good understanding of the Travel Industry.
§ Ability to demonstrate excellent organisational skills and prioritise a varied and heavy workload to achieve required deadlines.
§ Previous experience in reporting and communicating individual and campaign success
§ Previous experience of leading a highly driven and demanding sales team
Behavioural Competencies Essential:
§ Able to communicate confidently and effectively with different levels of management.
§ Ability to coach for sales results.
§ Uses positive language and behaviours to generate energy for self and others.
§ Able to challenge the process/status quo, experiment with new ideas and take prompt and difficult decisions, sometimes working with ambiguity, to achieve improvements and timely outcomes.
§ Considers the immediate and future implications/impact of risks and decisions.
§ Actively embraces change, sees and acts on opportunities. Enables others to achieve change and overcome barriers.
§ Is noticeably involved, interested, accessible and approachable. Visibly demonstrates commitment, understanding and support to individuals and teams.
§ Understands and is clear on company vision, direction and values demonstrating this by actively embracing and doing what they can to deliver it and supporting relevant business initiatives.
§ Works collaboratively with other relevant people/departments to achieve a consistent and joined up approach to outbound campaigns
§ Demonstrates an effective level of influence, impact and voice at the level they operate. Puts energy and focus into work where they can add most value and enables others to do the same.
§ Balance the desire to achieve a sale against the customers wants and needs.
Initiative and Problem Solving
§ Good problem solving skills – able to think laterally and identify relevant solutions which are then implemented.
§ Natural ability to probe and explore situations to ascertain relevant information.
§ Takes ownership of problem.
§ Ability to suggest improvements/recommendations and see them implemented.
§ Ability to identify future developments needed.
§ Creative in introducing sales initiatives to support areas that require focus
§ Creative in maintaining sales performance of team and individuals
Work Organisation and Priorities
§ Excellent time management.
§ Ability to demonstrate flexible approach and embrace new working practices.
§ Demonstrates a commitment to company policies and procedures, including time keeping, dress code etc.
§ Ability to remain calm under pressure.
§ Need to be proactive.
§ Identifies and addresses activities that do not add value, changes or removes them and encourages others to do so.
§ The ability to absorb and impart sales and product knowledge information in real time situations.
Personal Characteristics
§ Highly driven, self motivated and competitive individual who is driven by targets
§ Creates a dynamic coaching environment by using a combination of supportive and challenging behaviours. These behaviours include listening, praising, reinforcing ideas and giving positive feedback as well as questioning, sharing ideas and giving developmental feedback.
§ Is open, honest and communicates succinctly and with clarity whilst taking responsibility for raising and tackling difficult issues, owns and delivers clear and constructive feedback.
§ Actively takes opportunities to recognise and reward good work, praises individuals
§ Is self aware and recognises own attitude, behaviour, leadership style and the effect that this has on others. Seeks feedback to understand the perception of others and adapts behaviour as a result.
§ Holds regular enabling conversations with Consultants, Team Leaders and Managers to ensure effective two-way communication.
§ Personable friendly and approachable, demonstrates an enthusiastic approach.
§ Demonstrates the desire to develop and learn.
§ Possesses ‘sales through service’ approach to work and is prepared to go the extra mile.
§ Ability to maintain a high degree of confidentiality.
§ Confident and mature nature.
§ Flexible approach to work and working hours.
For more information please contact Donna Mander at Hays 02380636099
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