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Customer Service Expert - Team Leader

Customer Service Team Leader - Cruise


Join one of the UK’s Cruise Specialists

Award-winning CruiseKings and Scotland’s Cruise Centre are part of the Brooklyn Travel Group, established for over 50 years employing over 500 travel professionals UK-wide.

Following yet another record-breaking year and with exciting future aspiration, we are looking for talented Cruise Customer Service Experts to support our expansion plans.

If you’re looking for a new challenge, your next move or you’d like to specialise in Cruise Customer Service, get in touch for a friendly, informal chat.

Location: Homeworking/Hybrid/Office Based
Hours: Monday – Saturday 9 – 5.30pm. Full-time, 37.5 hours
Salary: Competitive – based on experience

Experience, Qualities & Skills

  • Customer Service experience in a fast-paced Cruise environment.
  • Previous team leader/management responsibility is advantageous.
  • A good people person who can lead by example.
  • Approachable, supportive and nurturing.
  • Excellent communication with internal and external customers and suppliers.
  • Ability to multitask and prioritise effectively.
  • Strong negotiation skills while remaining diplomatic, a firm but fair approach.
  • Up to date Cruise product knowledge.
  • Ability to use Cruise and supplier booking systems.
  • Problem solving and providing solutions.
  • Sense of urgency and can work to tight deadlines.
  • A self-starter who is motivated and able to motivate others.

Responsibilities:

The Customer Service Team Leader will report into the Customer Experience Manager regarding the day-to-day operation of the Customer Service Team.

  • Daily workload planning, adapting to the needs of our clients.
  • Operational management and motivation of a remote/hybrid team.
  • Rota management in line with business needs.
  • Performance management including feedback and 121s.
  • Support the recruitment process.
  • Overflow of calls, emails, chat and whatsapp as and when required.
  • Report, prepare and facilitate reviews for Feefo and Trust Pilot.
  • Identify and deliver training and development needs.
  • Support our pre departure process focusing on travel and cruise line entry requirements.
  • Assist the Customer Relations department in line with business needs.
  • Pre departure crisis management, able to work under pressure.
  • In resort escalations such as flight cancellations.
  • Identify processes in need of improvement.
  • Strong understanding of the full customer journey

Reward/Opportunities:

  • Competitive Salary.

  • Vitality Private Healthcare.

  • Cruise Training and Development.

  • Ship visits/Educational opportunities.

  • Discounts on holidays.

  • Sponsored social events.

  • Contribution Pension.

 

Apply Now