CS Shift Manager
Alternative Airlines is a young and innovative company growing quickly in the fast-moving travel sector. We are hard-working, driven and committed to delivering excellent customer service. At Alternative Airlines, our staff are important, and we are committed to their on-going personal development.
With our Customer Service Team, and leadership team growing there is now a need for a deputy customer service manager, to focus on projects and leading training and technology to support our goal of offering the best possible service to our customers.
This role will work on a 4 days on 4 days off on a rotational basis between the hours of 9am -9pm. It is essential, that you are able to travel to our offices in Horley on your rostered days as it is an office based role, supporting the teams.
Essential Skills:
The CS team has expanded massively over the last year, our number of team members have doubled in size, and our opening hours extended to Midnight, therefore the needs of the team and the business is to have decision makers in 7 days a week, whether this is regarding a personnel issue, or an issue impacting the business or a customer, this role will be instrumental in ensuring that we are all over these issues and not letting them escalate to ensure we get the best performance from our CS team for our customers.
The Role:
- Lead, motivate and drive both the Emails and Call team on a daily basis
- Supporting the Supervisors and Seniors to ensure that the result at the end of the day is in the best position that it could possible be. This could involve problem making and decision making, which you cannot be afraid of either.
- Monitoring the results of the team KPIs throughout the day and making suggestions to the Supervisors and Seniors to help better manage the workload- the end result should never be a surprise
- Managing the CS team, including the supervisors and seniors by providing monthly 1:1’s, constructive feedback and ensuring that it is all documented and saved in our internal HR System- CharlieHR. It is also imperative that every piece of constructive feedback is followed up and monitored over a suggested amount of time to ensure the success of the person or to be managed effectively if not successful.
- Ensure we identify potential successors and work with them to develop to their full potential
- Run stats on a regular basis to ensure we are aware of everyone's individual performance, plus the overall team stats and report it to the CS Management team, with clear notes of action to be taken, and this should be happening on every set of shifts.
- Provide comparisons of month of month stats to see any patterns / changes to allow decisions to be made on the back of this, it is so important these stats are accurate.
- Manage and take ownership on your team's roster, by making decisions on any roster needs on a daily basis, authorising or declining holiday,lieu requests.
- Ensuring that regular duties such as ADM’s, QC’ing, Error management are now done on a daily basis and not just Monday to Friday
- Get stuck in with supporting the team when needed, whether it's answering a customer call/email or taking an escalation, this role cannot be afraid to get involved.
- Building relationships with other Team Managers, to understand what is happening their areas and other areas of the business as it will help with the growth of CS that we offer
- Work with our engineering team to highlight any issues with our booking platform or internal systems- and escalate if necessary.
Benefits & Perks:
- Flexible Working – we allow our people to choose where they work best
- Highly competitive salary which is regularly reviewed
- Social events throughout the year
- Plenty of holiday
If the above hasn’t already told you that Alternative Airlines is a great place to work then, we also have some amazing benefits when working for Alternative Airlines:
- Up to 13 weeks fully paid baby leave, which is available to all employees of Alternative Airlines, regardless of gender or family circumstances.
- Flight credits of up to £1,000 per year based on length of service
- 2 extra wellness holidays per year focusing on employee wellness
- Enjoy a 2-week paid sabbatical for every 5 years of service
Why work with us? Our people matter, they are what drives our success. Therefore we havecreated a culture where we put our people first:- We understand the importance of having a good work-life balance- A focus on personal progression and development- Opportunity to join an innovative and talented team- Influence the next stage of growth of a dynamic and ambitious company
Great Place to Work 2022-23: Alternative Airlines is officially certified as a Great Place to Work 2022-23. This certification was independently awarded by Great Place to Work® after they conducted an employee survey that showed:- 97% of employees agree that Alternative Airlines is a great place to work- 97% of employees agree that they’re treated as a full member regardless of their position- 100% of employees agree that they’re made to feel welcome when joining Alternative Airlines
Job Type: Full-time
Pay: Up to £31,000.00 per year
Work Location: In person
