Reservations Team Leader Job in SO15, Southampton, Hampshire. Apply for the latest SO15, Southampton, Hampshire jobs in Leisure/Tourism in Southampton, Hampshire, United Kingdom.
Reservations Team Leader Job in SO15, Southampton, Hampshire
Job Description
ABOUT US
Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 28 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has nine additional ships scheduled for delivery through 2027.
Named by Forbes as “America’s Best Large Employers” in 2021, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.
“We are proud to be recognized by Forbes as one of the World’s Best Large Employers,” said Frank Del Rio, president, and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We believe people are our most important resource and this prestigious honour demonstrates our ongoing commitment to support, respect and empower our Company’s 34,000 dedicated and passionate team members across the globe.”
By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.
BENEFITS
* Free car parking nearby.
* Pension Scheme.
* Private Medical.
* 6 weeks- paid sickness.
* Discounted Cruise Programme.
* 25 days paid holiday + 8 Bank Holidays.
* Bus Discounts.
ROLE LOCATION & LANGUAGE NEED
This role will based in our Southampton office.
Ideal candidate should be fluent in both English and at least one other European language.
BASIC PURPOSE
To drive a Sales focused workforce and take proactive ownership of the Customer Experience by providing feedback and solutions to influence business change through the successful daily running of the Customer Contact Centre, taking inbound sales and service calls.
This role will have 20 direct reports of Cruise Specialists.
POSITION RESPONSIBILITIES:
* Supporting the Contact Centre Manager in the successful daily running of the Contact Centre to ensure sales are maximised through delivery of great customer service, Quality, Service Level and team KPIs.
* Lead by example by driving a motivated atmosphere, engaging and coaching staff, ensuring the performance and development of self and Consultants to maximise sales performance through a fun creative environment.
* Achieve personal conversion expectations and maximize revenue opportunities, by taking calls.
* Drive awareness across the floor of current promotions, incentives and initiatives.
* To be part of an effective recruitment process and to attract high calibre applicants.
* Working collaboratively with peers across the business to ensure a consistent approach.
* Support the CCM with delivering exceptional level of customer service and sales consistently.
* Responsible for ownership of the Customer / Travel Agent experience by providing feedback and solutions to influence business change and success.
* To support in emergency situations as they occur in a calm and organised manner, liaising with the team on Task Force.
* Dealing with escalated problems and resolving queries, that cannot be resolved by the team members, feeding back to the CCM for improvement is process’.
* To drive any business change processes and systems to improve operational effectiveness and improve our customer service.
* To drive any changes to working practices and business processes in a confidential, effective and motivational manner.
* Deal with all incoming communications from guests and Travel Partners, calls, email, text.
* Support monthly 121’s and Quality scoring.
EXPERIENCE
KNOWLEDGE AND SKILLS:
* Experience working in a Contact Centre and Consultant/Team Leader level.
* Previous experience within travel/cruise industry or a sales environment.
* Knowledge of typical Contact Centre systems, CRM, Avaya, WFM, booking systems.
* Leading, developing and managing a high performing sales and customer service team through coaching and strong people management.
* Using initiative and creativity to build a winning, fun environment which drives sales performance.
* Ability to coach and drive a team and able to provide positive and negative feedback.
* Must be a strong and clear communicator with good planning and organizing skills.
* PC literacy in Windows, Outlook, MS Office, Teams, Zoom and other associated applications.
** If you do not hear back from us within 4 working weeks of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful
Location: SO15, Southampton, Hampshire
Category: Leisure/Tourism
Job Title: Reservations Team Leader
Salary:
Benefits: Full Time
Job Type: Permanent, Full Time
Apply Now!
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