JOB SUMMARY:

We are seeking a highly skilled and experienced Support Manager to oversee the Inbound and Outbound teams at one of the UK’s leading cruise agencies. The Support Manager will be responsible for managing call handling, overseeing team performance, optimising workflows, and ensuring staffing levels are maintained to meet the agency’s operational and customer service goals. This role involves direct leadership of the team leaders, managing performance metrics, ensuring efficient use of resources, and maintaining high customer satisfaction standards in both inbound and outbound functions.
The ideal candidate will have a strong background in call centre management, performance monitoring, and data analysis to track team performance and improve efficiency. You will ensure that the inbound team effectively manages calls and queries, while the outbound team handles specialised tasks. You will also be responsible for optimising staffing levels across both teams to ensure that operational requirements are met, and performance standards are consistently maintained.

CUSTOMER EXPERIENCE AND SERVICE EXCELLENCE:

• Ensure the team maintains a customer-first approach, delivering exceptional service by resolving queries promptly and accurately to ensure smooth customer experiences.
• Monitor customer feedback through surveys or direct communication, identifying areas for improvement and implementing corrective actions to enhance service delivery.
• Ensure seamless handover of tasks between teams, particularly where inbound agents transfer to outbound tasks or vice versa, maintaining high standards of customer service.

QUALIFICATIONS AND SKILLS NEEDED:

• Leadership and Call Centre Management Experience: Proven experience in a management or supervisory role within a customer service environment, ideally in a call centre setting.
• Travel industry experience is ideal while not essential.
• Call Monitoring & Performance Management: Experience with performance monitoring tools, ability to analyse call data, track performance metrics, and implement corrective actions.
• Strong Analytical Skills: Capable of using Excel or other relevant tools to analyse call data, identify patterns, and provide actionable insights for improvement.
• Staffing and Resource Management: Solid understanding of staff scheduling and resource allocation to ensure peak operational efficiency and coverage.
• Communication Skills: Excellent verbal and written communication skills, with the ability to foster strong working relationships with team members, senior management, and other departments.
• Problem-Solving and Decision-Making: Demonstrated ability to resolve customer concerns and staff performance issues in a timely and effective manner.
• Technical Proficiency: Proficiency with call centre systems, CRM platforms, and task management systems. Familiarity with AI tools for customer service is a plus.
• Customer-Centric Approach: A passion for delivering exceptional customer service with a proactive mindset to ensure positive customer outcomes.
  Job Type: Full-time
  Pay: From £40,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking

Schedule:

• Monday to Friday

Work Location: In perso