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Reservations Team Leader

Reference :
RD1808
Contract :
Permanent Full Time
Wage :
£19000
Working place :
Chester
Creation date :
07/11/2017

Our client, the UK’s largest provider of holiday cottages is looking to appoint a Reservations Team Leader based in their Chester Head Office. This role operates on a shift basis, which will include weekend work, 37.5 hours over 7 days fully flexible for the team opening hours of 8.30-10pm. Part time applications will also be considered
Typically, you will be looking after about ten reservations staff and will be responsible for driving their performance whilst ensuring quality standards are met. You will also look after the day to day managerial aspects, such as informal one to ones and skills coaching and mentoring. hr etc.
The role involves ensuring that your direct team along with the Operations department are driven to succeed, ensuring that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results driven environment.
You must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality
Main responsibilities include:
• Managing team performance, including coaching and development of team members individual performances.
• Ensuring that shifts are suitably covered
• Understanding all organisation’s products, services, procedures, guidelines
• Conducting regular reviews of Agents performance and manage under performance
• Providing Feedback to relevant department on improvements based on staff/customer feedback
• Ensuring a safe and harmonious working environment
• Motivating and supporting team members
• Mentoring teams
• Driving performance improvements
• Meeting and exceeding conversion performance for the Call Centre in line with month goals set and agreed
• Ensuring all service levels are met and exceeded at all times – SLA’s will be set and agree monthly
• Managing team performance in line with Company guidelines
• Ensuring attendance is managed in line with Company guidelines
• Escalating issues which cannot be resolved by the team.
Key Skills & Requirements:
• Previous Call Centre management and coaching experience
• Previous experience in a sales role
• Proven track record in driving results
• Change management experience
• Proven track record in motivating a team
• Excellent time management skills
It may be an advantage if you had:
• Knowledge of HR policies, practises and procedures
In return, our client offers a basic salary of £19,000 pro rata, plus Life assurance, Private Healthcare, Pension contributions, Discretionary staff bonus scheme
If you feel you match or indeed exceed these requirements and wish to apply, please send us your CV along with a covering letter quoting reference number RD1808
Noble HR Solutions trading as Recruitment Doctor is acting as an Employment Agency in this matter
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