Customer Sales & Service Team Leader- Emirates Holidays UK & I

• Lead, coach and develop clusters of Sales & Service team members to deliver departmental objectives and targets.


• Undertake team management responsibility such as 1-2-1 meetings, conducting performance assessments (PMs), team briefings, training and ensuring compliance with policies & procedures for improved efficiencies and overall performance.


• Conduct regular call evaluations to rate the quality of the customer interaction against our brand guidelines and provide coaching support to improve performance at Individual and/or Team level.


• Provide trouble-shooting support for staff to improve service and sales measures through best practices.


• Support line manager in on-boarding/training/shadowing and induction of new joiners throughout their induction period.


• Be a first line escalation point for customers. This requires managing difficult and challenging situations and providing commercially minded solutions that also instill and restore customer confidence and satisfaction to foster repeat business.


• Provide multi-faceted support across the Contact Centre Teams board, as well as out-of-hours support for customers.


• Liaise with Line Manager and Managing Director for frequent feedback, recommendations, and strategy sessions.


• Support business units within the Aftersales & Service teams and collaborate with Product, Marketing, Customer Operations, and Finance teams for smooth operations.


• Ensure that policies and procedures released by the Business Efficiency team are implemented and their application is continuously enforced.


• Act as first point of contact for Finance Queries on Sales & Aftersales matters


• Collaborate with other team leaders to ensure that there is consistency of application and effective communication with the department.

• Minimum ‘A’ Level or equivalent


• A good sound knowledge of the travel industry and experience in a Tour Operating and/or Retail environment.  


• Previous supervisory experience and proven ability to motivate, coach and develop staff.
  A commercial awareness and ability to drive conversion to hit sales targets.


• Ability to communicate effectively at all levels with proven influencing skills.


• A solid understanding of the importance of customer experience and exceeding the customer’s expectations.


• An expert in Destinations visited and the willingness to share that knowledge and experience with our customers and colleagues.


• A proactive team player with a strong initiative to achieve and an ability to provide feedback & recommendations for improved business performance.


• A working knowledge and understanding of ABTA/ATOL/PTR & GDPR rules and regulations.  


• A thorough knowledge of all EKH Trading T&Cs, including Airline policies and procedures for optimal customer service delivery.


• Proficient in MS/365 Applications and IT literate


• Flexibility to work shifts, including evenings, weekends, and bank holidays.


• Weekly Office attendance is a must for early shifts rostered until 6.30pm


• Ability to handle disruptions and provide emergency response actions.

Information

Must have the legal right to live and work in The United Kingdom.