Customer Service Supervisor at Secret Escapes in London, United Kingdom

We’re a team split over two cities – 7 in London and 4 in Berlin.  We're still a relatively small team, so there's no room for coasting along. We're friendly, happy and most importantly, we work hard. We're not afraid to get our hands dirty and we're all madly passionate about our brand. We also have fun parties and don't have to wear uncomfortable suits to work. Our motto is 'work hard and be nice to people' and while we take the work seriously, we don't take ourselves too seriously. We love Beas of Bloomsbury cakes, going to Burger & Lobster, raspberry vodka, long holidays and each other. When you join us, you join a family.

About Secret Escapes

Secret Escapes is the UK’s biggest members-only website that runs best-in-market flash sales of four and five-star hotels and holidays worldwide. We offer our members exclusive rates of up to 60% off.

We're looking for grafters and self-starters to join the gang, who can keep up with the pace and want to make a difference. We still work in relatively small teams, so there's no room for coasting along. We're friendly, happy, and most importantly, we work hard. We're not afraid to get our hands dirty and we're all madly passionate about our brand.

Our company vision is to inspire the World to escape…. hopefully, this Job description will help you to escape so you can help the World too.

Problems we are trying to solve

To help maximise the efficiency of Secret Escapes Contact Centre ensuring it operates efficiently and effectively delivering a high level of service to members and partners. This will be achieved by: 

  • Demonstrating an open, inclusive and flexible management style with strong leadership skills
  • Being committed to Excellent Customer Service with continual improvements enabling the Customer Contact Centre team to reduce the number of repeated Customer Interactions, increase the quality, resolution and speed of Customer interactions which are managed thus improving the overall satisfaction of Customer
  • Contributing on key change programmes which increase Customer Satisfaction by delivering a value-add Customer experience which promotes and builds upon our Brand.

Things you’ll be working on

  • Management of escalations and investigations as needed
  • Provision of excellent customer service
  • Ensure best practice in both International and UK territories
  • Effective feedback on International Operations, Sales, Merchandising, Tech/Dev
  • Ensure Customer Service manager is fully briefed daily on performance impacting factors
  • Please be aware, this role will not have any direct reports. 

How the magic happens

We’re a team split over two cities – 7 in London and 4 in Berlin.  We're still a relatively small team, so there's no room for coasting along. We're friendly, happy and most importantly, we work hard. We're not afraid to get our hands dirty and we're all madly passionate about our brand. We also have fun parties and don't have to wear uncomfortable suits to work.

The deal breakers

  • Solution Focused
  • The ability and confidence to take and implement decisions on a day-to-day basis in a rapidly moving business environment
  • A working knowledge of Contact Centre technology and understanding of the business capabilities of, IVR, CRM, and other relevant applications.
  • An understanding of task and people planning tools and techniques within Contact Centres.
  • Excellent communication skills both verbal and written with superior organisational skills
  • Customer-focused attitude, able to demonstrate a passion for delivering excellent customer service
  • Fluent in English
  • Cleared to work in the UK/EU

And you are…

  • Suitable experience in a similar role
  • People/performance management skills
  • Have, or can readily acquire, a robust knowledge of center management processes
  • Have change management experience
  • Work well under pressure
  • Have the ability to solve complex problems, make decisions and deliver results
  • Excellent communication skills
  • Enthusiastic and driven
  • Organised, with attention to detail
  • Innovative, creative and imaginative
  • Customer-focused and commercially aware
  • Willing to adapt and pick up new techniques
  • Able and willing to pass on knowledge

Things you should know

Our motto is 'work hard and be nice to people' and while we take the work seriously, we don't take ourselves too seriously. We love Beas of Bloomsbury cakes, going to Burger & Lobster, raspberry vodka, long holidays and each other. When you join us, you join a family.

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