Your New Role

An exciting position has arisen for a Customer Care Team Leader to join our expanding Customer Service team on a remote basis.

As a Customer Care Team Leader, you will be responsible for leading a successful & constantly growing team of 3 Customer Service Advisors.

Some of the activities you’ll be responsible for are:

• Develop and coach your team
• Conduct weekly 121's with all team members, providing support on open cases as needed, and guiding wider discussions on skill development
• Track response time, measure and manage your team's KPI's
• Manage the daily workflow for the Customer Service Team and assign tickets through Zendesk fairly amongst all team members to ensure all resources are best deployed to meet customer requirements
• Support the management team with continuous improvement projects
• Set up and develop new policies, training procedures and processes within the Customer Service team
• Ensure via an effective rota system that the helpline is supervised and staffed 24 hours throughout the year. Be the point of escalation for the 24/7 helpline

You should be willing to roll your sleeves up and get involved wherever you are needed!

Our Ideal Candidate

• Ideally someone with 2-3 years management experience in an office environment
• Worked with Zendesk Software
• Ability to speak another European language (ideally French, German, Spanish, Portuguese, Serbian or Italian) is advantageous
• Previous experience in the travel or hotel industry is essential
• A natural organizer with a strong attention to detail
• Go-getter attitude where you will think outside of the box and ensure that your teams targets are secured. There always has to be a solution to ensure our clients get the best quality service
• Ruthlessly efficient - able to deal with multiple tasks at once and prioritise as necessary
• Happy getting hands dirty with all types of tasks – evidence that you’re a real ‘do-er’
• Creative thinker and looking for smart ways to improve the day-to-day process. Proactive about sharing and implementing your idea
• Comfortable speaking with customers - often you’ll be speaking to very senior people at a variety of organisations
• Tech savvy as you will be juggling multiple software programmes
• A fun & friendly team member

Your New Company

RelocatEU is a fast-growing tech-enabled temporary housing provider in the relocation industry, founded with by 2 Global Mobility passionate with a simple aim at heart: go above and beyond the call of duty to make a lasting impression on our guests by showing them the highest-level of care, empathy and support during their relocation.

It’s a great opportunity to join an international team in its exciting growth.

Along with this amazing opportunity, we offer the below benefits:

• 25 days annual leave increasing by one day for each year of service up to 30 days
• Day off for your birthday
• 2 moving in/out days
• Year-end bonus
• Company events

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Application question(s):

• Have you worked in the hotel or travel industry previously?
• Can you speak another European Language?

Education:

• Bachelor's (preferred)

Experience:

• Management: 2 years (required)
• Zendesk Software: 1 year (preferred)

Work Location: Remote

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