Customer Service Manager
EuropeBased at The Mint, Leeds City Centre and reporting to the GM - Customer Service & Data Control, the Customer Service Manager will lead, coach and motivate their team to deliver a professional, quality VIP Customer service at all times, responding to Pre & Post Departure written correspondence.
The Customer Service Manager will have line management responsibility for 3 Team Leaders, and indirect responsibility for a team of 40+ FTE, ensuring our customers concerns are addressed in a timely manner, within strict SLA's, driving first contact resolution and encouraging customer loyalty.
Working closely with the other Customer Service Manager, you will support the management and development of the whole team in line with our Leadership Framework, manage recruitment, monitor compensation spending and overhead costs to ensure the Customer Service Budget is delivered in line with the overall Business Plan.
This is a key role in providing feedback to the business to ensure the continuous improvement of product quality and the Customer experience. Working with other key stakeholders in the business to drive change, along with planning, creating and implementing resourcing plans in line with the Customer Service Budget.
The successful candidate will have a minimum of 2 years people management experience, with a proven track record in Customer Service Delivery and the ability to plan, review and revise workloads and resource requirements in a fast paced business. You will have excellent stakeholder management and communication skills (both written and verbal), with the ability to work across multiple departments with ease. A flexible approach to your workload is essential as you may be required to visit our bases and overseas destinations.
In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2 .com and Jet2holidays!!
Hours Per Week
- Full time
Posted 12 Jan 2018
Closes 11 Feb 2018
This job was posted to: Airline customer service