Travel Team Leader

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Leading international business, Tenerity, are now looking to recruit a Travel Team Leader to join our team in Kettering. Currently our employees are mostly homeworking which will continue to be the case until it is considered safe to return to the office. What will I be responsible for? Joining the team as a Travel Team Leader, you will effectively lead, manage and develop a team of Contact Centre Agents in delivering and maintaining challenging business goals and service level targets, ensuring that individual, departmental and company objectives and compliance requirements are met. Act as a key point of contact/support for the Operations Team Leader group as directed by the Site Director. You will be responsible for: Achieve all key client service level agreements (SLAs) Motivate your team to deliver targets whilst ensuring both quality standards and company values are maintained Ensure personal and team compliance with business policies & procedures Effectively manage all employee relations issues, including grievance, disciplinary, absence and performance management Effectively deal with escalated customer complaints or telephone calls in a timely manner Take accountability of delegated tasks in the absence of Operations Managers to ensure the day to day needs of the business are met Schedule, conduct and report on monthly team briefings establishing action points and objectives where required Coach and mentor your team to deliver the highest levels of service through regular remote and 1-2-1 sessions Assist Operations Manager in preparing monthly and quarterly business updates What will I need to succeed in this role? As our ideal Travel Team Leader, your skills and experience should include being confident in complaint management and knowledge of ABTA guidelines. You must be innovative and have a proven track record working under pressure while showing resilience and decisiveness. You will also require the following skills and competencies: High performing travel consultant with excellent travel industry/product knowledge Call monitoring and coaching experience Excellent interpersonal skills Confident, resilient and able to operate effectively in challenging situations Demonstrates and delivers the leadership principles in current role Capable of influencing at all levels Working hours will be 37.25 hours per week 5x7.25 hour shifts between Monday and Friday between 0800 - 2030 and every third weekend (Saturday and Sunday) between 0800 - 1800. Our Business Tenerity is accredited with the Investors in People Gold Standard and Health and Wellbeing award. As well as delivering extensive training for you to excel in your role, we believe in continuous development to help you achieve your career goals. We are committed to employee wellbeing and our employee benefits programme is designed to positively support all aspects of life. The Travel Team Leader position offers a competitive salary of circa £27,500 in addition to a rewarding career. Other benefits include: Full training and support throughout your career at Tenerity Subsidised Gym Membership 25 days holiday Free hot & cold drinks during your shift Up to 6% Company pension Scheme Discounts & offers for Tenerity employees Free onsite parking This is a great opportunity for you to build your career and develop your skills as part of a fast-growing global business. If the role of Travel Team Leader sounds ideal for you, please click APPLY below to register your interest

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