Award-winning CruiseKings and Scotland’s Cruise Centre are part of the Brooklyn Travel Group, established for over 50 years employing over 500 travel professionals UK-wide.
Following yet another record-breaking year and with exciting future aspiration, we are looking for talented Cruise Customer Service Experts to support our expansion plans.
If you’re looking for a new challenge, your next move or you’d like to specialise in Cruise Customer Service, get in touch for a friendly, informal chat.
Location: Homeworking/Hybrid/Office Based Hours: Monday – Saturday 9 – 5.30pm. Full-time, 37.5 hours Salary: Competitive – based on experience
Experience, Qualities & Skills
Customer Service experience in a fast-paced Cruise environment.
Previous team leader/management responsibility is advantageous.
A good people person who can lead by example.
Approachable, supportive and nurturing.
Excellent communication with internal and external customers and suppliers.
Ability to multitask and prioritise effectively.
Strong negotiation skills while remaining diplomatic, a firm but fair approach.
Up to date Cruise product knowledge.
Ability to use Cruise and supplier booking systems.
Problem solving and providing solutions.
Sense of urgency and can work to tight deadlines.
A self-starter who is motivated and able to motivate others.
Responsibilities:
The Customer Service Team Leader will report into the Customer Experience Manager regarding the day-to-day operation of the Customer Service Team.
Daily workload planning, adapting to the needs of our clients.
Operational management and motivation of a remote/hybrid team.
Rota management in line with business needs.
Performance management including feedback and 121s.
Support the recruitment process.
Overflow of calls, emails, chat and whatsapp as and when required.
Report, prepare and facilitate reviews for Feefo and Trust Pilot.
Identify and deliver training and development needs.
Support our pre departure process focusing on travel and cruise line entry requirements.
Assist the Customer Relations department in line with business needs.
Pre departure crisis management, able to work under pressure.
In resort escalations such as flight cancellations.
