Role Overview & Mandate
Executive Summary
Dutch Speaking Customer Service Team LeaderLocation: Canary Wharf, London - HybridSalary:...
Reviewed by Compensation & Visa Analysts •
Sources: USCIS E-Verify & Home Office CoS
Dutch Speaking Customer Service Team Leader
Location: Canary Wharf, London - Hybrid
Salary: £26,000-£27,000 per annum + benefits
Commission: Commission Structure rewarded for team results and margin performance
Reports to: Operations Manager
Hours: 37.5 hours per week, operation hours are 8am and 8pm Monday to Friday & 9am - 4pm Saturday to Sunday
Working hours each week will outlined in a monthly rota
You will be expected to work 2 weekend days per month
We are looking for a Team Manager to join our existing team for a highly renowned family holidays company who offer holiday packages to European customers both online and over the phone. You must be fluent in Dutch and English.
The right candidate fit will be someone who has a passion for customer service and excellent people management experience. The Team Leader will be expected to lead a team of customer service agents and drive the performance of the team. The team you are leading are to generate holiday bookings and sales of associated additional products and services.
Responsibilities:
Management of Dutch agents
Responsible for end to end performance management of agents
Accountable for the performance , productivity and quality of the team
Conduct regular remote and side by side quality monitoring of agents
Conduct regular coaching and feedback sessions with all agents
Conduct monthly performance reviews
Responsible to motivate and drive their team to maximum efficiency
Be appointed to bring out the best in the individuals within the team and maximise their potential
Ensure the members of the team are fully compliant in carrying out their duties
Provide on-going daily support for members of the team and be first point of contact for staffing issues
Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained
Participate in client events, meetings and shows as requested/as relevant
Conduct or support with the training of new agents
Requirements:
Experience working in a call centre in a customer service environment
Dutch speaker to native level
Good written and verbal English language skills
Excellent interpersonal skills
A background in travel/leisure reservations is desirable
A natural ability to drive sales
Ability to work in a fast paced environment, maintaining attention to detail and accuracy
Flexible approach to working hours and location
Understanding of call centre practices, KPIs etc
Job Types: Full-time, Permanent
Salary: £26,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Gym membership
- Work from home
Supplemental pay types:
- Commission pay
Work Location: In person
Application deadline: 01/03/2023
Reference ID: CT
Expected start date: 01/03/2023
