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Resort Team Leader

hace 2 meses

Valencia, Valencia, España Jet2 A tiempo completo
About the Role

We are seeking a highly motivated and experienced Resort Team Leader to join our Management Team at Jet2holidays. As a key member of our team, you will play a vital part in leading a team of Resort Customer Helpers who are responsible for delivering exceptional customer service and enhancing our customers' holiday experience in resort.

Key Responsibilities
  1. Customer Service Delivery: Work closely with internal and external stakeholders to ensure your team delivers industry-leading customer service to our customers during their holiday with us.
  2. Holiday Experience Creation: Collaborate with hoteliers to create memorable experiences for our customers, ensuring their expectations are met and exceeded.
  3. Problem Resolution: Investigate and resolve customer complaints and incidents in a timely and professional manner using our in-house digital systems.
  4. Roster Management: Create and issue monthly rosters in line with our Service Level Agreements (SLAs) and budget.
  5. Team Leadership: Host weekly meetings, deliver training to new team members, and hold individual monthly performance meetings with your team.
  6. Business Support: Provide support to the Destination Manager and Local Agent with future planning and analyze customer feedback and results daily.
Requirements

To be successful in this role, you will need to have:

  • A flexible approach to working hours, including early starts, late finishes, split shifts, and working weekends.
  • Excellent communication and leadership skills.
  • Experience in a customer-facing role, preferably in a holiday or travel industry setting.
  • Ability to work independently and as part of a team.
  • Proficiency in using in-house digital systems.
  • Full right to work documents for the country where this role is based.
  • Access to a motorized vehicle for work purposes.
What We Offer

We offer a range of benefits, including:

  • Fully paid management training.
  • Company mobile phone and laptop provided.
  • Free Jet2holidays Management uniform.
  • Monthly 1-1 review meetings with the Destination Manager.
  • Career progression and development opportunities.
  • 31 days holiday entitlement per annum.
  • Discounts on Jet2holidays flights and holidays.
  • Recommend a friend bonus scheme.