Customer Service Manager/ Team Leader

Role Overview: The Customer Service Manager or Team Leader is responsible for overseeing and leading a team of customer service representatives to ensure that customers receive exceptional service. This role involves managing the day-to-day operations of the customer service department and striving to improve the customer experience. Our UK team looks after our domestic travel across England, Ireland, Northen Ireland, Scotland and Wales.

Key Responsibilities:

People Management:

• Conduct monthly 1 to 1’s and 6 monthly Appraisals.
• Coaching team members to assist with their career development and performance enhancement.
• Ensure all team members have clear goals and targets with which they are working towards.

Training:

• Identifying training needs across the team.
• Plan and lead individual and group training sessions.
• Work with other UK department heads to work together on common projects.

Recruitment & Capacity Planning:

• Forecast demand based on the travel figures and plan for this demand accordingly with the correct number of staff needed to handle this demand.
• Plan and implement a weekday and weekend rota that ensures consistent service levels are offered at all times.
• Anticipating turnover, creating service competencies and maintaining job descriptions.
• Interviewing applicants with competency-based questioning both telephone and face-to-face.
• Plan and implement a successful induction plan for new starters.

Customer Care:

• Ensure all clients after sales requests are dealt with promptly (within 24 hours) and efficiently.
• Ensure all clients are communicated to professionally and courteously by telephone, email and, if the situation arises, face to face. The Team Leader role would entail some day to day agent work.
• Handle all escalated customer complaints/feedback and appropriately.
• To be able to efficiently use the systems to be able to provide hands on support to the team.
• Work with the Head of Customer Service and our Customer Experience Manager to ensure our client feedback is positive and react to any poor feedback the service team may receive by analysing the current processes and client engagement.

Working environment:

• Modern office in Windsor with a golf simulator
• Office based or Hybrid working
• Weekend work, likely to be 6-7 a year paid overtime
• May require occasional travel for networking and supplier visits.

What we can offer you…

• Well-being days (half a day each month)
• Enhanced company pension plan
• EV cars through salary sacrifice
• Perkbox discounts and freebies
• Employee assistance Program – 24 hour confidential help line
• Opportunity for hybrid working
• Eye test contributions
• Opportunity to visit venues on familiarisation trips
• Staff discounts on hotels and golf courses
• Cycle to work scheme
• A chance to make a difference within an ambitious company
• Modern offices in central Windsor – including a fantastic staff break out area with a Golf Simulator
• Regular company social events and team nights’ out

Company Profile: Golfbreaks was formed in 1998 by Chief Executive, Andrew Stanley. We organise golf breaks, holidays, and tournament experiences for more than 230,000 golfers, at over 2,500 resorts and golf courses worldwide, annually.

As the Official Golf Tourism Operator of the PGA TOUR with over 25 years’ experience, we are The Golf Travel Experts, known for delivering outstanding choice, value, and service, with the reassurance and security of booking with a fully bonded travel company (ATOL and ABTOT in the UK).

We have 140+ staff based at our head office in Windsor, Berkshire – we also have offices in Charleston, South Carolina and Copenhagen, Denmark, from which our North American and Scandinavian operations are run