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Are you a natural leader? Do you have experience Head of Customer Service / Sales within the Travel Industry? We have the role for you!! We are working with an award-winning and leading travel company based in London, who are seeking a dynamic and experienced Head of Call Centre to lead our customer service team and ensure the highest level of service and satisfaction for our clients. As the Head of Call Centre, you will play a pivotal role in leading and managing the call centre team, consisting of 15 dedicated staff members who are office and home based. Your primary responsibility will be to ensure the efficient operation of our call centre, maintain high-quality customer service standards, and contribute to the overall success of our business. This is a very hands-on role where you will be leading from the front. Reservations and airline systems experience is essential. This role offers a unique opportunity to work in a hybrid capacity, with two days a week in their modern London head office. Responsibilities: Leadership: Manage, motivate, and inspire a team of 15 call centre staff to deliver outstanding customer service and meet performance targets. Provide guidance, training, and mentorship to ensure the team meets and exceeds performance targets. Effectively manage staffing levels, schedules, and resources to meet customer service demands. Operational Excellence: Implement and maintain call centre best practices, including call handling procedures, quality assurance, and workforce management. Customer Satisfaction: Monitor customer interactions to ensure a high level of service and resolve escalated issues effectively. Performance Metrics: Set and track KPIs to measure call centre performance and provide regular reports to senior management. Training and Development: Develop and oversee training programs to enhance the skills and knowledge of call centre staff. Technology and Systems: Oversee the implementation and maintenance of call centre technology and systems. Collaborate with IT and other departments to ensure seamless integration and functionality of call centre tools. Process Improvement: Continuously evaluate and improve call centre processes, technologies, and workflows to enhance efficiency and service quality. Hybrid Work Environment: Collaborate with the team in a hybrid capacity, working two days a week in the London head office and remotely as needed. Budget Management: Responsible for the call centre budget, including resource allocation and cost control. Analyse call centre data and performance metrics to identify trends, areas for improvement, and opportunities for growth. Prepare regular reports for management, highlighting key performance indicators and recommending strategic improvements. Compliance: Ensure the team adheres to all relevant regulations, industry standards, and company policies. Qualifications and Requirements: Proven experience in call centre management or a related role, with at least 5 years of experience. Strong leadership skills with the ability to inspire and motivate a team. Excellent communication and interpersonal skills. Analytical and data-driven with the ability to use data to drive decision-making. Hands-on experience with reservations and airline systems is essential. Experience in the travel industry, particularly in cruise Europe operations, is highly preferred. Familiarity with call centre software and customer relationship management (CRM) systems. Strong problem-solving skills and the ability to handle customer escalations effectively. The package: A salary of around £55,000 bonus (dependant on experience). Hybrid work arrangement with two days a week in our London head office. If you're passionate about leading a team, delivering exceptional customer service, and making a difference in the travel industry, we'd love to hear from you. We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. Interested? Please click APPLY below or contact
About The Role To manage a small customer service team, carrying out a variety of Customer Service roles including - Visitor Reception Switchboard Phone Lines Customer Feedback Handling Information and Query handling - email. Welcome Desks You will be seen as an expert in customer contact services (both front & back of house) in line with customer excellence standards achieving & exceeding contractual KPI's and PMS. You will have clear and effective communication skills both verbal and written. A strong line manager with exceptional attention to detail. You will be working Monday to Sunday, 08:00 to 18:00, 37.5 hours per week, on a permanent, full-time basis. Main Duties & Responsibilities of the Role To carry out tasks and functions within the Customer Contact Team support operation as detailed. To provide support and service for clients across five venues. To ensure the team are trained to be the first point of contact for customers looking for help or information. To deal with both internal and external customer enquiries in an efficient and professional manner. To work collaboratively and build relationships with all teams and clients in the achievement of a seamless and excellent end to end customer experience. To ensure that any confidential information is handled with integrity, sensitivity and in a professional manner at all times. Any other relevant event administration duties. Experience -previous experience -desirable/essential for technical competence of the role Experience of working in a call centre, reception, or customer service orientated environment. Ability to communicate through a variety of methods; face-to-face, telephone, email. Experience in customer complaint handling. Line management or team leading experience. Personal Characteristics/Attributes Highly motivated with a positive outlook Exceptional customer service skills Able to communicate effectively at all levels; face to face, telephone and for written correspondence, with external and internal customers, builds rapport, flexing style as required Able to prioritise workloads and demands to achieve the best results Resilient and resourceful with good organisational skills Build excellent working relationships (both internally and externally) Is passionate about customer service Has a "can do" attitude, is able to challenge the status quo and has a willingness to embrace change Has an eye for detail whilst maintaining focus on delivering results Drivers Licence required Flexible Working About The Company OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.