Job Description
Team Manager
Job Title: Team Manager
Salary: £26,000 – 27,000 per annum + benefits (depending on experience)
Location: Canary Wharf, London - Hybrid
Hours: 37.5 per week
Shifts: 08:00 – 16:00 or 12:00-20:00 Monday to Friday / 08:00-16:00 on weekends. Hours each week will outlined in a monthly rota. You will be expected to work 2 weekend days per month.
Main Purpose of role:
We are looking for a Team Manager to join our existing team for Center Parcs. Center Parcs offer holiday packages to European customers both online and over the phone. Suitable candidates will be fluent in Dutch and have good English language skills. Our ideal candidate will be someone who has a passion for customer service, a natural ability to influence sales and excellent people management capability. The Team Manager will be expected to lead a team of sales & customer service agents and drive the performance of every individual. Comdata’s task is to generate holiday bookings and sales of associated additional products and services.
Who are Comdata Group?
Leading the way in Customer Interaction & process management Comdata are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.
Learn more here: https://www.comdatagroup.com/en/about/who-we-are
Why work for us?
- Comdata has a fun and sociable team environment working culture
- Pension Scheme
- Eye test vouchers and discounts
- Discounted corporate gym membership
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid reward of £1000
- Apprenticeship qualifications and career flight path schemes
- Recognition and reward schemes with Love to Shop Voucher rewards
- Weekly dress down day
- Cycle to work scheme
- Tech scheme
Position in Organisation
As the Team Manager you are responsible for the management of a team of Dutch speaking Agents and Senior. You will report to the campaigns Operations Manager.
Operational Days and Hours
With given notice, Comdata reserves the right to change your working hours. Please note that whilst you will be supporting the PVCP contract, whose standard office hours are between 8am and 8pm Monday to Friday & 9am – 4pm Saturday to Sunday your Comdata contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.
Database & Systems & Training
Full training will be given by Comdata and will include on-going training throughout your employment as and when required. You will also receive a full company induction that will include many areas such as GDPR the DBF Quality Management System and all other systems and soft skills training.
Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work along side established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the manager (on behalf of the client).
Responsibilities and Duties of Role
- Management of Dutch agents and Seniors
- Responsible for end to end performance management of agents
- Accountable for the performance , productivity and quality of the team
- Conduct regular remote and side by side quality monitoring of agents
- Conduct regular coaching and feedback sessions with all agents
- Conduct monthly performance reviews
- Responsible to motivate and drive their team to maximum efficiency
- Be appointed to bring out the best in the individuals within the team and maximise their potential
- Ensure the members of the team are fully compliant in carrying out their duties
- Provide on-going daily support for members of the team and be first point of contact for staffing issues
- Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
- Organize the necessary resources to the client needs
- Contribute pro-actively to the overall development of the campaign through ideas and creativity
- Cross-functional collaboration with other teams
- Participate in client events, meetings and shows as requested/as relevant
- Conduct or support with the training of new agents
This list is not extended to be inclusive or exhaustive of the duties required. You will be expected to undertake work of a related nature or to perform duties other than or in addition to your normal ones upon request. You may be required to carry out other duties deemed reasonable, as required by the needs of the business.
- Experience working in a call centre in a customer service (preferably travel industry) environment.
- A proven track record in performance and achieving targets within a call centre environment.
- Good level of computer literacy (MS Word, MS PowerPoint, MS Excel, Call centre software.
- Dutch speaker to native level.
- Good written and verbal English language skills.
- Natural ability to influence behaviours and reach desired outcomes
- Excellent interpersonal skills.
- A background in travel/leisure reservations is desirable.
- Able to add to a high performance team culture where agents “exhaust all opportunities” to achieve targets and brand loyalty for the client.
- A natural ability to drive sales.
- Professional and emotionally resilient.
- To embrace the brand vision of the Center Parcs core values.
- Good attention to detail.
- Excellent multi tasker.
- Aims to surprise and delight on every customer interaction.
- Experience in a previous customer service or sales roles.
- Excellent communication and motivational skills, ability to multitask and work independently.
- Ability to work in a fast paced environment, maintaining attention to detail and accuracy.
- Flexible approach to working hours and location.
- Excellent understanding of call centre practices, KPIs etc.
Job Type: Full-time
Salary: Up to £27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Referral programme
- Wellness programme
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- LONDON: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service Management: 1 year (required)
Language:
Work Location: Hybrid remote in LONDON
Application deadline: 24/02/2023
Expected start date: 01/03/2023