Customer Service Assistant Manager

Role Summary

The Assistant Manager supports the Manager in overseeing the daily operations of the department. This role involves supervising staff, ensuring high-quality customer service, handling escalated issues, Implementing and maintain processes while proactively identifying efficiencies and improvements.

Assisting with staff recruitment, training, and performance, monitoring customer service goals, while embodying the company's SMILE values.

Main Responsibilities

• Ensure that customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
• Assist in managing and supervising agents, including resource planning, performance monitoring, and providing feedback.
• Monitor performance of agents, provide on the spot coaching and learning opportunities, and take corrective actions when necessary.
• Assist with the delivery of training sessions for new employees and ongoing training for existing staff to ensure they are up to date with company policies and procedures.
• Foster a positive and collaborative team environment, encouraging creativity and innovation

Qualifications & Experience

Essential

• Previous Customer service experience at Supervisor or Assistant Manger level.

• Experience of working in a fast-paced environment

• Proven record of delivery exceptional customer service.

• Excellent organisational skills

• Excellent communication skills

• Attention to detail and high levels of accuracy

• Strong administration skills with excellent demonstration of effective time management.

• Ability to use initiative

• Problem solving skills with a can do attitude.

• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team

• Displays and encourages fairness, consistency and confidentiality where appropriate

• Excellent verbal and written communication skills

• Ability to liaise with staff at all levels

• Effective motivational skills and the ability to always remain positive and professional

• Demonstrates excellent listening skills

• Ability to asses and find resolution mutually agreeable to both client and business.

• Recognise potential external threats to daily operations

• Implementation of department crisis/ emergency procedures

• Commitment to the company SMILE values, and embed within the team

• Commitment to following the ongoing development of the department's succession planning

Desirable

• Worked within a Travel environment
• Previous supervisory position held, or has taken active steps to achieve this.
• Knowledge of Isell system
• Knowledge of Microsoft Word  / Office 365
• Knowledge of Outlook
• Awareness of social media as means of communication.

General

• To undertake any other duties that fall into the job criteria
• To conform with all company policies and procedures including Health & Safety
• To treat all employees, customers and suppliers with dignity and respect
• This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

About Us 

As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years and continue to grow each year.

Our values 

Our SMILE values are embedded into our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us? 

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.