Dutch Team Leader - Travel & Lifestyle Services

Location
Brighton, East Sussex
Salary
Competitive
Posted
07 Oct 2016
Closes
20 Oct 2016
Ref
16013651
Contract Type
Permanent

Dutch Team Leader – Travel & Lifestyle

You won’t just help your customers see the world.

You’ll help them truly experience it.

We are currently seeking a bi-lingual Team Leader to join our expanding Travel & Lifestyle Services team. If you have exceptional leadership skills with unsurpassed customer service skills, taking great pride in your work and enjoy going above and beyond expectations, then this role could be for you. If you have the passion to make things happen, you are exactly what we are looking for.

Our Consultants are working in a 24/7 service centre environment on a 37.5 hours per week rota. If you know what it takes to provide a true ‘luxury’ experience, this may be the role for you.

You’ll delight your customers with unforgettable and unexpected experiences.

In this role, you will lead a team of Travel & Lifestyle Consultants within our call centre, managing production; providing knowledgeable, consultative coaching and mentoring that is based on your own experiences and expert knowledge of the Travel & Lifestyle service industries. You never know what your day is going to entail and what miracles you may have to conjure up.

Using effective situational leadership and team building methods you will be able to transform your teams performance, drive revenue and increase engagement. You will have regular contact with customers through outbound and escalated calls with card members. 

Do you have what it takes to build your career here?

  • Experience of working within a premium customer servicing environment or within a travel industry role would be preferred
  • Previous experience in a leadership role is essential
  • The ability to communicate and connect with a team to drive performance
  • Experience of working within a call centre environment and dealing with escalated customer queries
  • Ability to identify skills gaps and provide relevant coaching and leadership is required to increase individual and team performance
  • Ability to identify, propose and execute performance improvement initiatives
  • Experience in process improvement, analytics and gap analysis would be helpful in targeting performance improvement
  • Presentation skills with the ability to professionally prepare and report out team results, areas for improvement and action plans to senior management
  • Time management skills are vital and a thorough understanding of an operations environment and culture would be beneficial
  • The ability to adapt to an ever changing environment, being resilient and flexible
  • Must have a ‘can-do attitude’, curiosity and a healthy competitiveness
  • Strong appreciation for travel, tourism and luxury products
  • Expert Dutch language ability (written and spoken) is required (English mandatory)
  • You must be IT literate, GDS or computer reservations experience would be an advantage but not essential

Why American Express 

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Offers of employment with American Express are conditional upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.


ReqID: 16013651

Dutch Team Leader – Travel & Lifestyle

You won’t just help your customers see the world.

You’ll help them truly experience it.

We are currently seeking a bi-lingual Team Leader to join our expanding Travel & Lifestyle Services team. If you have exceptional leadership skills with unsurpassed customer service skills, taking great pride in your work and enjoy going above and beyond expectations, then this role could be for you. If you have the passion to make things happen, you are exactly what we are looking for.

Our Consultants are working in a 24/7 service centre environment on a 37.5 hours per week rota. If you know what it takes to provide a true ‘luxury’ experience, this may be the role for you.

You’ll delight your customers with unforgettable and unexpected experiences.

In this role, you will lead a team of Travel & Lifestyle Consultants within our call centre, managing production; providing knowledgeable, consultative coaching and mentoring that is based on your own experiences and expert knowledge of the Travel & Lifestyle service industries. You never know what your day is going to entail and what miracles you may have to conjure up.

Using effective situational leadership and team building methods you will be able to transform your teams performance, drive revenue and increase engagement. You will have regular contact with customers through outbound and escalated calls with card members. 

Do you have what it takes to build your career here?

  • Experience of working within a premium customer servicing environment or within a travel industry role would be preferred
  • Previous experience in a leadership role is essential
  • The ability to communicate and connect with a team to drive performance
  • Experience of working within a call centre environment and dealing with escalated customer queries
  • Ability to identify skills gaps and provide relevant coaching and leadership is required to increase individual and team performance
  • Ability to identify, propose and execute performance improvement initiatives
  • Experience in process improvement, analytics and gap analysis would be helpful in targeting performance improvement
  • Presentation skills with the ability to professionally prepare and report out team results, areas for improvement and action plans to senior management
  • Time management skills are vital and a thorough understanding of an operations environment and culture would be beneficial
  • The ability to adapt to an ever changing environment, being resilient and flexible
  • Must have a ‘can-do attitude’, curiosity and a healthy competitiveness
  • Strong appreciation for travel, tourism and luxury products
  • Expert Dutch language ability (written and spoken) is required (English mandatory)
  • You must be IT literate, GDS or computer reservations experience would be an advantage but not essential

Why American Express 

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Offers of employment with American Express are conditional upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.


ReqID: 16013651