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Client Services Team Leader

Job Purpose:

To support the Group Head of Operations by overseeing the Client Services team on a day-to-day basis, help drive performance and assist with developing the team to be highly motivated and capable to deliver outstanding customer service and enhancing the experience of all our clients and agents.

To lead by example and always show a positive and professional attitude.

Key responsibilities:

  • Ensure that all client correspondence is sent out in line with company procedure and in a timely fashion
  • Produce monthly productivity and service reports as required for senior management team
  • Manage the communication of errata information to client’s and agents
  • Manage pre departure checks and ensure that these are being completed in line with min standards
  • Oversee work and carry out regular spot checks to ensure standards are maintained.
  • Manage and support the team with dealing with any In Resort/ Pre-Departure issues, seeking the best solution for the client and the business. Identify and learns and / or changes that need to be implemented to avoid similar situations and update the Group Head of Operations weekly or immediately, depending on the nature of the issue.
  • Provide a consistent and excellent level of after sales service to sales consultants, clients and agents
  • Effectively manage your own workload, leading by example always
  • Always look for ways to increase the profit on bookings and achieve personal profit target each month while encouraging team to hit their own targets
  • Demonstrate excellent attention to detail and always work to the highest standards
  • Update the Sales Manager with any concerns or issues relating to individual sales consultants and their targets
  • Manage resources – team rotas, forward planning of annual leave, ensuring that we have sufficient cover always.  Be aware of individuals workload and redistribute, if necessary.
  • Provide support to Despatch team to ensure equal distribution of work
  • Build relationships with clients, agents and suppliers
  • Attend supplier training and events, encouraging the rest of the team to regularly attend too
  • Take personal responsibility for continual personal development and always work on improving your own knowledge and expertise
  • Praise, encourage and develop the team and individuals within the team through coaching, training and guidance. Share successes and help people to achieve their personal goals and targets
  • Support new starters as part of their induction and training plan, delivering and co coordinating any training
  • Weekly/monthly touch points with the Client Services and Administration team as a ‘check in’, sharing any observations to the Sales Managers and Group Head of Operations and feedback on successes or areas of concern
  • Look for ways to improve and enhance processes and procedures, assisting in the writing of any supporting documents or training notes and implement
  • Consider areas for improvement in processes and activity on the sales floor to create efficiencies such as saving time/money and improving on service levels
  • To motivate and inspire the team and have a positive approach in communicating with them always

Education, skills & experience:

  • Knowledgeable and confident in all aspects of the After Sales role.
  • High degree of accuracy and attention to detail
  • Numerically minded
  • Excellent written, verbal and listening skills
  • Has initiative and seeks solutions
  • Ability to work on repetitive tasks
  • Good knowledge of CRM/Dhruv/Amadeus
  • Ability to multitask and manage tight deadlines under pressure
  • Confident, approachable and enthusiastic
  • Thrives in a busy environment
  • Ability to up sell and sell extras
  • Passionate about offering excellent service

How to apply

If you possess the experience, attitude and passion to make a real difference to our business, then please apply below.

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