Job Ref: 215206529

Date: 2021-11-19 11:48:36

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Customer Experience Team Leader
Fancy working at Virgin Experience Days? We’re always on the lookout for amazing people to join our friendly team.
There’s never been a better time to come aboard. We’re ambitious and innovative, small and agile, and supercharged by the Virgin brand. With significant growth plans, this is your chance to get stuck in and put your stamp on the future of the business.
You’ll discover an evolving culture that’s full of energy, development opportunities and perks (cocktails, anyone?). We’re out of town, with all the exuberance of a city firm and a product that’s inherently packed with excitement. So, if you want to learn, work hard, and play hard too – we’d love to hear from you.
Don’t just take our word for it, have a look at what our people think:
Why we want you!
We’re looking for a Customer Service Team Leader to join our Customer Service team. The Customer Service team are the face and voice of Virgin Experience Days, the customer’s main point of contact. We’re here when the customer needs us, empathetic and compassionate, excited to help. We’re problem-solvers, we know our work is a make-or-break moment for the customer. We represent a brand built on Heartfelt Service, so the stakes are high, and we’re committed to delivering.
Working with the Customer Services Operations Manager we need you to help us:
* role model the VED values and behaviours every day and lead your team in providing right-first-time heartfelt service to exceed our customers expectations
* support the team through feedback, training, coaching and monthly 121s and team meetings. Identify training requirements and work with the Knowledgebase and Training Manager to ensure this is delivered
* passionate about achieving KPI’s for SLA’s & CSAT targets and produce KPI reporting and provide feedback to the team on performance
* plan rotas to ensure all shifts have appropriate coverage, working with other team leaders to manage the department workload
* resolve any escalated issues across all channels and ensure any unresolvable supplier issues are escalated to the business and support in managing through to resolution
* build and maintain first class relationships with both external and internal customers
* deliver against the key business objectives, business service level agreements and individual key performance indicators including Speed of Service, CSAT and Trustpilot, Productivity and Efficiency, Team Engagement, First Contact resolution and Quality..
What you’ll need:
* excellent communication skills, both verbal and written
* a good understanding of social channels
* confidence in setting and achieving deadlines
* skilled in multitasking and prioritising
* an empathetic and patient approach
* excellent leadership skills, the ability to engage and motivate the team
* strong attention to detail
* a positive and proactive attitude
* excellent problem solving and negotiation skills
* the ability to own it – the end to end customer journey, knowing when to go outside of usual process
* organisational skills to manage workload of the team whilst keeping service levels high
What’s in it for you?
* Competitive salary
* Discretionary annual bonus
* Opportunities to try our experiences for free
* Friends and family discount
* Virgin Tribe Membership
* Flexible working
* The View from the Shard free entry for you and your plus one

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