Travel Job Offer by American Express: TLS Travel & Lifestyle Team Leader Job (Brighton, EAST SUSSEX, GB)
Since American Express first entered the travel business in 1915, their Consumer Travel Network has grown to one of the world’s largest travel networks.
TLS Travel & Lifestyle Team Leader-14002338
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
Are you passionate about people? Do you lead by example? We are looking for an inspirational team leader who can motivate and support a team to deliver the highest level of customer service to our prestigious customers. Travel and Lifestyle Services (TLS) provides expert advice and servicing in all aspects of Travel and Concierge to some of American Express’ most elite card holders. Our dedicated team of specialists is on hand 24 hours a day to support our Centurion & Platinum customers with everything a romantic meal for two to booking a ‘round the world’ anniversary trip. Our Consultants within the specialist concierge team provide a bespoke service to customers looking for lifestyle advice and assistance in the UK. You will be coaching and developing a team of lifestyle consultants within our busy and vibrant call centre, providing support and leadership to enable them to pro-actively service our client needs. If you have a strong customer experience background and you are familiar with the contact centre environment, then we want to hear from you. Day to day responsibilities of the role will include one-to-one coaching and feedback, formal development and appraisals in addition to dealing with the real time challenges of a contact centre and handling escalated customer enquiries to ensure that customer experience is always the top focus of your team. In this role, you will have the opportunity to work closely with the Operations Managers and Heads of Business to influence the direction of our premium service. TLS is a high performance environment and your desire to achieve strong results coupled with your ability to inspire your team to drive sales, productivity and world class customer service will be key to your success. You will be thinking on your feet in this role & will see unusual customer requests as a challenge to be relished so the ability to make fast, sound decisions and work under pressure is paramount. We operate 24 hours a day, 365 days a year so if you are looking for a busy, dynamic and fun workplace to develop your career, then we can help.
This is a people leading role, therefore, you will need a proven ability to lead and develop a team to perform to demanding targets and goals in a contact centre environment. Our customer experience is our top priority so you will be passionate about delivering customer engagement at every opportunity and will have a strong understanding of how to lead a team to build customer advocacy in all of their interactions. You will be able to communicate effectively with people of all levels as you will be required to deal with high level customer referrals as well as presenting your team performance results & your recommendations for innovating our service to your heads of business. You will possess strong relationship building skills which is essential within your team, but also for maintaining relations with our key partners and suppliers. You will need to manage your time effectively and adapt to changing priorities in order to meet the needs of your team, in addition to responding to other business requirements. You will be working in a busy environment, therefore, the ability to think on your feet and work under pressure is essential whilst being able to make sound decisions using problem solving skills and thinking creatively. A working knowledge of the lifestyle industry would be an advantage.
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We’re interested in where you came from, but we’re even more excited about where you will go with American Express.
To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on firstname.lastname@example.org or +44 (0)116 2421776.
Primary Location: United Kingdom-East Sussex-Brighton