Customer Service & Administration Team leader required to work for an independently owned, expanding travel business based in Petersfield for an immediate start

This is a permanent position

Salary: 20,000 Per annum,

Hours of work: 37.5-40 hours per week


Due to the expansion of the team my client are seeking a customer service team leader to join a team

•The overall objective of the individual will be
•To analyse the customer service team and processes , offering ideas on how to improve the department
•To supervise the productivity of the team and improve where possible
•To ensure the team are exceeding customers expectations setting new procedures to improve where possible

Specific duties
•To review the customer service department function, processes and procedures to identify improvements to ensure the department are working to the full effectiveness
•To ensure the Customer Service team are answering the telephone within 3 rings
•To aim for Customer Service team to administer client confirmations on the same day (if booked before 2pm) or latest next day.
•To check and produce reports to track that confirmation of bookings have been sent within a given timeframe to the customer
•To ensure that Customer Service team action client requests immediately and ‘do what they say they will do’.
•To check and produce Final Balance Reports - to be regularly checked to ensure that no overdue balances exceed the deposit stage.
•To check and produce Control Report – to check weekly to ensure reports only shows outstanding balances.
•To check and produce Overdue Ticket Report – to be checked weekly to ensure that the Customer Service team are proactive in chasing any overdue tickets.
•To effectively manage a process for incoming post and email from cruise lines and clients.
•To effectively manage a client complaint procedure.
•To effectively manage a cancellation procedure to minimise financial loss for PC.
•Close liaison with other departments to ensure a thorough understanding of the products and booking process and feedback/overcome any booking issues to prevent similar issues re occurring in the future
•To ensure that the Customer Service department is running efficiently and have a reputation for being helpful, willing, knowledgeable and efficient.
•To seek ways to generate additional income from the Customer Service function.

The ideal candidate will have
•Previous experience of working within the travel industry
•Have experience in Travel administration and customer services to senior level
•Have team leader skill an d ideally experience in leading a team
•Have a strong character
•Have experience n improving services

For an immediate interview please call Fran @ Vane recruitment

Contact details

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