Role Purpose

As the CC Specialist Team Leader, you will manage and lead a team of dedicated customer care representatives, fostering a positive and customer-centric work environment to help increase customer satisfaction, loyalty and retention.

You will be responsible for motivating and improving performance through coaching and workload analysis, ensuring that all KPIs are met including but not limited to AHT, PCA and quality scores.

Responsibilities also include working with the other service team leaders in monitoring not only your own team's performance but also the success of the whole department.

Key Responsibilities:

Team Leadership:

Lead, mentor, and inspire a team of customer care representatives to deliver high-quality, customer service.

Set clear performance expectations and provide regular feedback to team members.

Foster a collaborative and positive team culture that emphasises customer satisfaction and excellence.

Customer Engagement:

Oversee the resolution of complex customer issues, ensuring prompt and satisfactory solutions.

Continuously monitor customer satisfaction metrics and implement improvements as needed.

Take responsibility for escalation of calls, concerns or feedback received by team members and take appropriate action

Training and Development:

Identify individual and team training needs and collaborate with the training department to address them.

Attend and/or lead educational trips when required

Performance Management:

Monitor team performance through key performance indicators (KPIs) and take corrective actions as needed.

Aid and Lead investigations/disciplinary actions

Ensure agents adhere to company-set minimum standards maximising customer experience

Communication:

Collaborate with other departments to share customer insights and contribute to the development of our Tailor Made and Specialist products

Provide regular updates to upper management on team performance and customer satisfaction.

Analyse customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction.

Day to Day

Ensure team replies and calls are responded to effectively and professionally

Communicate team statistics, accomplishments and challenges to agents and management

Maintain detailed knowledge of all of Iglu.com products/processes and procedures

To comply with all company policies and procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations

Attend daily standups with fellow TLs and managers to lay out the day and achieve set goals

Skills and Experience

Experience in running a service team

Strong understanding of Tailor Made, Cruise and Stay, River Cruise, and Luxury products and processes

Ability to analyse data and implement improvements based on customer feedback

Proven track record in hitting set KPIs

Previous experience in delivering coaching and feedback to agents

Good Standard of IT skills including but not limited to Google Suite Products and Zen Desk

Behavioural Role Fit:

Excellent verbal and written communicator, with strong interpersonal skills

Customer focus and the ability to deal with, take ownership and solve complex customer issues

Have a positive and hard-working mentality. Ability to demonstrate negotiation and influencing skills

Highly numerate and able to demonstrate a solid understanding of all performance metrics and calculations used to measure success

Highly flexible, positive and resilient with the ability to be innovative and create a fun environment

Foster a positive environment of continuous improvement

Displays a good commercial awareness and understanding of company business plans, objectives and strategy, in addition to competitor awareness

First-rate organisational skills

Demonstrates a good work ethic, leads by example

A strong degree of initiative, ability to improve processes and bring new techniques to the business, generates ideas, creative thinker.

Ability to work under pressure to targets and tight deadlines

Pragmatic problem solver, always finding ways we can succeed

Take accountability for your own learning and personal development.

Tolerance for Ambiguity

Role Key Performance Indicators:

AHT

Ticket Full Resolution Time

QA completion and score

Workload per hour

CSAT

Adherence

PCA