Customer Service Representative Shift Leader Job at IAG GBS (Goshen)

Airport Representative Team Leader

Our Customer Experience Airport Rep Team is an integral part of our business. Th...

Location

United Kingdom , Stansted

Salary:

30000.00 GBP / Year

TUI

Expiration Date

Until further notice

Requirements

Passionate about driving improved customer service and able to remain calm in high-pressure situations
experience in holding difficult conversations with customers and staff face-to-face
high standard of written and conversational communication with good attention to detail
ability to support a small team in resolving customer issues quickly and effectively
ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines
effective collaboration and networking skills
ability to work independently using your own initiative
confidence to escalate incidents where appropriate
ability to perform well in high pressure scenarios and multi-task
advocate for the wellbeing of customers and the team

Job Responsibility

Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most
proactively attend to customers' needs and ensure the team is effectively managed in their day-to-day tasks
support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports
solve issues on the spot, face-to-face, for customers on the day of travel, using pre-determined customer policies
work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team
communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions
obtain and communicate data during daily operational disruptions
work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base
always ensure the best possible level of customer care and service, balancing business and commercial needs
manage the team, keeping each staff member accountable for service delivered to customers

What we offer

Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
health and wellbeing support in five key areas – Financial, Health, Social, Community and Career
excellent rates with foreign exchange and discounts with retailers
discovery day – time to spend working at a local charity or community
pension scheme and life assurance

Fulltime

Airport Representative Team Leader

Our Customer Experience Airport Rep Team is an integral part of our business. Th...

Location

United Kingdom , Stansted

Salary:

30000.00 GBP / Year

TUI

Expiration Date

Until further notice

Requirements

Passionate about driving improved customer service and able to remain calm in high-pressure situations
Experience in holding difficult conversations with customers and staff face-to-face
High standard of written and conversational communication with good attention to detail
Ability to support a small team in resolving customer issues quickly and effectively
Ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines
Effective collaboration and networking skills, with the ability to work independently using your own initiative and the confidence to escalate incidents where appropriate
Ability to perform well in high pressure scenarios, multi-task and advocate for the wellbeing of customers and the team

Job Responsibility

Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most
Proactively attend to customers' needs and ensure the team is effectively managed in their day-to-day tasks
Support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports to ensure a seamless experience for our customers
Solve issues on the spot, face-to-face, for our customers on the day of travel, using pre-determined customer policies
Work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team in responding to operational disruptions
Communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions
Obtain and communicate data during daily operational disruptions
Work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base
Always ensure the best possible level of customer care and service, balancing business and commercial needs by monitoring your own monetary spend within your delegated authority
Manage the team, keeping each staff member accountable for their service delivered to customers

What we offer

Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
Excellent rates with foreign exchange and discounts with retailers
Discovery day – time to spend working at a local charity or community
Pension scheme and life assurance

Fulltime

Airport Team Leader

As a Customer Experience Airport Team Leader at TUI, you'll be the friendly face...

Location

United Kingdom , Manchester

Salary:

Not provided

TUI

Expiration Date

Until further notice

Requirements

Proven experience in a team leadership or management role
Ability to motivate and develop team members
Committed to excellent customer service
Remains calm under pressure
Experience handling difficult conversations
Strong communication skills
Attention to detail
Ability to effectively support a team in resolving customer issues promptly
Makes informed decisions and handles escalated situations within tight timeframes
Effective collaboration skills while working independently

Job Responsibility

Leading shifts as the primary escalation point
Directing team while proactively managing customer needs and daily tasks
Supporting Airport Representatives
Acting as key contact between Customer Operations, Ground Handling Agents, and Station Operations Coordinators
Resolving customer issues face-to-face using established policies
Reporting incidents and trends daily
Helping team develop efficient solutions during disruptions
Traveling to various UK airports with pre-agreed expenses covered
Maintaining excellent customer care while balancing business needs
Managing delegated spending authority

What we offer

Fantastic holiday benefits including discounts and special offers
Ability to purchase additional 'TUI time off'
Health and Wellbeing support in five key areas - Financial, Health, Social, Community and Career
Excellent rates with foreign exchange and discounts with retailers
Community day - time to spend working at a local charity or community
Pension scheme and life assurance

Fulltime

Customer Experience Airport Team Leader

As a Customer Experience Airport Team Leader at TUI, you'll be the friendly face...

Location

United Kingdom , Stansted Mountfitchet

Salary:

Not provided

TUI

Expiration Date

Until further notice

Requirements

Proven experience in a team leadership or management role, with the ability to motivate and develop team members
Proven customer service and team leader/manager experience from a fast-paced environment
Experience handling difficult conversations with strong communication skills and attention to detail
Ability to effectively support a team in resolving customer issues promptly
Ability to make informed decisions and handle escalated situations within tight timeframes
Effective collaboration skills while working independently and knowing when to escalate issues
Ability to handle high-pressure situations well while advocating for customer and team wellbeing

Job Responsibility

Leading shifts as the primary escalation point, directing your team while proactively managing customer needs and daily tasks
Supporting Airport Representatives and acting as key contact between Customer Operations, Ground Handling Agents, and Station Operations Coordinators
Resolving customer issues face-to-face using established policies while working shifts including weekends, holidays, and nights
Reporting incidents and trends daily while helping your team develop efficient solutions during disruptions
Traveling to various UK airports with pre-agreed expenses covered when away from your base
Maintaining excellent customer care while balancing business needs and managing delegated spending authority
Manage the team, keeping each staff member accountable for their service delivered to customers
Train and coach all staff members to continuously improve and be the go-to person for TUI customer service for the whole shift

What we offer

Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
Excellent rates with foreign exchange and discounts with retailers
Community day – time to spend working at a local charity or community
Pension scheme and life assurance

Fulltime