Job Title: Customer Service Team Leader
Reporting To: Global Customer Service Manager
Contract Status: Full time. Salary + bonus (based on sales targets & KPI’s)
What we do is simple; we inspire people through life-changing travel experiences.
Global Touring houses two leaders in the group travel space: Topdeck & Back-Roads Touring. With a shared service mechanic in certain departments, we operate with a ?one best way? approach. This allows us to diversify our products, continuously innovate and ensure that our passengers have an incredible experience that is unique to each brand.
We?re looking to grow our team and find those that can continue to inspire thousands of passengers with us.
The Role & Team
The Customer Sales Team Leader is an accomplished leader passionate about sales, customer service and development of both their team and wider GT Business. The TL will drive a team with a culture and passion for growth within the Trade or Direct consumer space, ensure that excellence in customer experience is delivered and be the leader to drive Sales Growth. Our Team Leaders provide a strong focus on development of the team.
As part of this role, you will be required to:?
+ Perform duties expected as a leader of a team
+ Drive a unified environment through effective communication
+ Create a great working environment and drive a culture of reward, recognition and success
+ Drive strategies to maximise returns and ensure the team hit targets
+ Develop and maintain reports; including but not limited to business and budget reporting for their team
+ Ensure Global Touring Customer Service processes & procedures are followed and improved where required
+ Lead, support, manage their team when the Global Customer Service Manager is out of office or on leave with minimal or no supervision
+ Manage the staffing rosters, annual and sick leave to ensure business needs are met whilst creating a flexible working environment where required
+ Deliver recruitment, training & on boarding when required
+ Ensure cross communication & collaboration with all departments within the business to promote cohesion ensure success & growth
+ Participate in Leadership team meetings to ensure Global Customer Service Team consistency and evolution of strategy
+ Contribute to the overall Global Customer Service Strategic Plan – design, implementation and review
+ Actively live the Global Touring Brands values and support the growth of the business
Essential Requirements: ?
You will possess the following skills and traits:?
+ A confident public speaker with the ability to deliver presentations and training
+ Strong written and verbal communication skills and an elevated level of attention to detail
+ Ability to think outside the box
+ Must be a team player
Although not essential, it would be great if you have:
+ Completion of Flight Centre Team Leader training
+ Experience in change management
Leadership & Management
As a manager within the business you will be required to:
+ Encourage the personal and professional development of each employee by identifying goals, learning opportunities and areas for development through conducting monthly 1-on-1 discussions
+ Actively participate in the creation of goals and objectives aligned to the business strategy
+ Stay up to date with all of our policies, processes and business updates in order to provide direction to and answer any questions from your team
+ Set an example for all staff by upholding our values, code of conduct and other policies and guidelines
Benefits on Offer
Our people are at the heart of our business and we want every single employee to thrive. To enhance both your professional and personal lives we offer a vast number of benefits including:
+ Great travel discounts
+ Educational trips
+ An additional day off for your birthday
+ Self-care days
+ Further education opportunities
+ Many more benefits
Our interview process for this role may involve a phone and face-to-face interview
Everyone is Welcome
We welcome passengers from all around the world and we also reflect this within our offices.
We make no judgement when it comes to race, religion, gender, sexual orientation or any factors that make you who you are. Instead, we have a culture where difference is valued and ensure these differences are met with an inclusive and open environment.
Responsible & Sustainable Tourism
We are committed to responsible and sustainable travel and tourism. Our people have a shared commitment to maintain the highest standards of personal and professional ethics. We represent our company?s values, as seen below, in everything we do.