Dutch Speaking Customer Service Team Leader

Dutch Speaking Customer Service Team Leader

Location: Canary Wharf, London - Hybrid

Salary: £26,000-£27,000 per annum + benefits

Commission: Commission Structure rewarded for team results and margin performance

Reports to: Operations Manager

Hours: 37.5 hours per week, operation hours are 8am and 8pm Monday to Friday & 9am - 4pm Saturday to Sunday

Working hours each week will outlined in a monthly rota

You will be expected to work 2 weekend days per month

We are looking for a Team Manager to join our existing team for a highly renowned family holidays company who offer holiday packages to European customers both online and over the phone. You must be fluent in Dutch and English.

The right candidate fit will be someone who has a passion for customer service and excellent people management experience. The Team Leader will be expected to lead a team of customer service agents and drive the performance of the team. The team you are leading are to generate holiday bookings and sales of associated additional products and services.

Responsibilities:

Management of Dutch agents

Responsible for end to end performance management of agents

Accountable for the performance , productivity and quality of the team

Conduct regular remote and side by side quality monitoring of agents

Conduct regular coaching and feedback sessions with all agents

Conduct monthly performance reviews

Responsible to motivate and drive their team to maximum efficiency

Be appointed to bring out the best in the individuals within the team and maximise their potential

Ensure the members of the team are fully compliant in carrying out their duties

Provide on-going daily support for members of the team and be first point of contact for staffing issues

Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained

Participate in client events, meetings and shows as requested/as relevant

Conduct or support with the training of new agents

Requirements:

Experience working in a call centre in a customer service environment

Dutch speaker to native level

Good written and verbal English language skills

Excellent interpersonal skills

A background in travel/leisure reservations is desirable

A natural ability to drive sales

Ability to work in a fast paced environment, maintaining attention to detail and accuracy

Flexible approach to working hours and location

Understanding of call centre practices, KPIs etc

Job Types: Full-time, Permanent

Salary: £26,000.00-£27,000.00 per year

Benefits:

• Casual dress
• Gym membership
• Work from home

Supplemental pay types:

• Commission pay

Work Location: In person

Application deadline: 01/03/2023
Reference ID: CT
Expected start date: 01/03/2023