Investors In People Gold award Sunday Times 100 Best Companies to Work For 2016

Newcastle upon Tyne

Our Central Support Office based in Gosforth is the bustling hub of Parkdean Resorts. This exciting place to work houses all the essential supporting functions for our 71 holiday parks along with our award winning Contact Centre.

This modern office has a great feel, a mix of energetic knowledgeable professionals all working as one unified team to achieve Parkdean Resorts objective's. Based near the centre of Newcastle upon Tyne, it has great transport links.

Customer Service Team Manager (Maternity cover upto 12months)

Are you committed to putting customers first? Are you an experienced team manager looking for a fresh challenge? If you have a background in a Customer Service or Sales Contact Centre background? We want to hear from you!

As Customer Service Team Manager you will work closely with the Central Service Manager to improve efficiencies across all Customer Service responsibility areas to support and improve current efficiencies and ensure regular reviews of our current systems are given along with driving improvements with the support of the Manager. You will be responsible for the day to day management of the customer service team up to 6 along with overall service standards and SLA management across all customer contact streams.

Your main responsibilities will include:

  • Taking ownership of all projects that support service improvements within the Central service team.
  • Ensuring PDR’s brand and reputation are protected through social monitoring
  • Working closely with the suppliers to improve reporting and analytics we receive
  • Working with the Central Service Manager / Director to nurture projects involving customer touch points.
  • Review processes and map the process journey before a review of appropriate handling within a central function.
  • Process Mapping accountable for all improvements within the service function.
  • Reviewing and implement efficiencies on current and existing reports with a view to enhance where necessary
  • Supporting across all areas of complaint resolution for parks and departments
  • Working with the Quality and Performance Team as well as Learning and Development to review service materials and approach across the group.

The successful candidate will have:

  • Experience in complaint handling systems and processes
  • Excellent level of business knowledge in complaint handling and logging process
  • Proven track record in delivery high level of service escalation resolution
  • Deliver exceptional proven belief in service delivery and lead by example
  • Ability to identify tonality in social responses
  • Exceptional verbal skills when dealing with customers, at all levels
  • Leadership skills
  • High levels of personable skill and ability
  • High problem solving ability

Please note this role is to cover maternity for upto 12months

To start Creating Amazing Memories then apply now!

What can we offer you?

  • Competitive rates of pay
  • Discretionary bonus packages
  • Fantastic team environment
  • 25% discount on holidays for yourself, friends and family
  • Stand-by breaks available at a discounted rate
  • Full training

To start Creating Amazing Memories with us, apply now!

Apply to advert 3241566

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