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About Gray Dawes Group
Gray Dawes Group is one of the fastest growing, highly ambitious travel management companies in the UK with £100m+ in sales and 5 UK offices.
We are travel management company specialising in Corporate Travel, Corporate Events, Professional Sports travel and Luxury Holidays.
The correct candidate for the role will be based in Colchester and report into the Head of Customer Services.
PURPOSE OF THE ROLE
Accountable for the consistent delivery of excellent service to all of our clients. Provide dynamic leadership for all customer service functions, ensuring that excellent customer service is delivered and prioritised by our business.
Set and communicate operational service standards in accordance with company policy and objectives. Day to day operational running of the NRC shifts / holidays
Identify and agree individual and team service targets and performance objectives (NRC) that will support the business in achieving its overall business goals.
Monitor and review all performance indicators, taking appropriate action when performance standards are not achieved.
Establish and implement best operational working practices, policies and processes, ensuring that they are documented, monitored, reviewed and developed. Manage the Helpdesk and assign tickets accordingly.
Promote and maintain a “Customer First” culture in all areas, so that service standards are prioritised and everyone is committed to the on-going achievement and improvement of service standards.
Work closely with other departments to ensure that operational service standards are fully integrated with every other business function so that clients receive a “seamless” service.
Monitor 24-hour reports for service failures, discuss and resolve any problems with the relevant consultant.
Work closely with all Account Managers to continually review and improve service standards to clients.
Ensure that customer complaints and service failures are resolved as quickly as possible so that, as far as possible, they do not recur.
Measure and report on the performance of the NRC against client Service Level Agreements, making recommendations for improvements.
Deputise for the Head of Customer Services as required.
Ensure that all resources are deployed effectively so that wastage is avoided and maximum profitability for the business is achieved. Quality checks are cleared on a daily basis to alleviate further issues.
Prioritise people development. Facilitate the development of all direct-line reports and ensure that they demonstrate commitment to the on-going development of the people within their teams. Ensure calls are queued correctly, and cal listening Q & A’s are completed.
Carry out appraisal, disciplinary and other interviews as required ensuring that they are properly documented.
Ensure that people are kept up-to-date with any planned or recent changes; information; product knowledge etc.
Attend meetings, conferences; client meetings and sales events as required.
Carry out any other role or task that is commensurate with the spirit and purpose of this job description.
Strong Customer Service skillset
Fluent in English, with strong communication skills both verbal and written
Ability to work in a team and understands good teamwork
Ability to problem solve
Strong attention to detail
Ability to work on own initiative
Highly motivated and enjoy working in what could be a fast-paced environment