As the Customer Contact Leader (CCL), you will ensure that your team provides a highly efficient service to every customer who contacts Belmond for travel advice and reservations. Being passionate about exceptional sales, service, and people development, the CCL ensures that the department and individuals provide top-tier service. The CCL sets objectives to develop and motivate the centre to achieve and exceed expectations through effective coaching, mentoring, development, and quality management.Primary Responsibilities Include:Managing and leading your team in understanding and delivering business processes and policies (Conduct and capability).Leading the team to elevate customer satisfaction by ensuring all travel advice and reservations are handled with empathy and care.Providing robust leadership principles, such as motivation techniques, performance management, quality principles, and developing initiatives to ensure the team meets and exceeds targets and expectations.Identifying opportunities for continual improvement to present back to the Director of Customer Contact, The Americas.Ensuring the team is fully equipped to complete their tasks through regular 1:1s, training, coaching, and development activities.Monitoring the team's daily performance, providing timely feedback, and acting on poor performance where necessaryResponding to escalations to support the customer through to complete resolution, ensuring you and your team take ownership.Ensuring that your teams' knowledge of processes, procedures, business, and product awareness utilising Infohub is at the necessary level to enable your Team to dispatch their duties to the highest quality standards.Acting as Duty Leader responsible for the global team when no available senior managers are on site, i.e., duty rotation for weekends, covering holidays, absence, etc.RequirementsWhat You Bring:Previous experience in Reservations or Sales management role.Demonstrable management experience in a similar role is required, having managed a large teamProven experience of leading high-level delivery of customer service excellence.Good communication skills, written and verbal, with the ability to operate at all levels within the organization.What We Offer:At Belmond, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:Competitive basic salary and benefitsLoyalty and recognition rewards programsEmployee Assistance & Wellness programsWe strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.
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