Team Manager in Peterborough

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

Team Manager

Peterborough Contact Centre

Competitive Salary + Benefits

About the Role

We currently have an exciting opportunity for a motivated and energetic Team Manager to join our fun and friendly Customer Contact Centre in Peterborough.  In this role you will put your heart in to it by truly supporting the day to day efficient running of the Contact Centre to ensure business areas are serviced within agreed targets and SLAs.  To manage, develop, inspire and motivate a team of Travel Consultants to deliver business targets through high quality, excellent customer service.

Key Accountabilities

As a Team Manger you will be responsible for the achievement of agreed KPI’s/SLAs for your own team, implementation of activities and new initiatives to improve any areas of under performance.  This will include:

• Ensure that resources are moved between lines of business to effectively manage local peaks and troughs and ensure maximum utilisation of Travel Consultants

• Agree tactical business initiatives with Contact Centre Manager for line of business
• Develops and maintains a detailed understanding of the main business drivers, costs, product features & markets for the line of business they are allocated to
• Act as the first point of escalation from Travel Consultants for detailed customer queries or complaints ensuring complaints are dealt with effectively and to a successful outcome for both the customer and the business
• Effectively coaches direct reports to maintain a culture of first time resolution and to deliver the highest levels of customer service to drive customer satisfaction and retention
• Ensures adherence to data protection, legislation, compliance, health & safety and operating standards
• Responsible for the day to day line management for own team
• Makes recommendations to and drives successful continuous improvement initiatives to improve team and business area ways of working

   

  Skills and experience

  The ideal Team Manager will have experience in managing a target driven team within a Contact Centre or customer facing  environment and a passion for travel. You will need to demonstrate how you can inspire and lead others to achieve challenging results in a customer focus environment.

   

  You will need to thrive in a fast paced, results orientated environment requiring a high degree of flexibility whilst retaining business disciplines.  You will need the ability to develop strong working relationships at all levels within Thomas Cook.

We will be holding interviews / assessment centre for this role on 31st August 2017.

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.