Customer Service Leader

Red Sky Personnel is seeking an experienced Customer Service Leader to join our team at Stansted Airport. This role is crucial in inspiring and motivating a team to deliver exceptional customer experiences and achieve sales targets.

Key Responsibilities:

• Inspire and Motivate: Lead by example to foster a positive work environment.
• Management: Oversee daily operations and ensure smooth functionality.
• Coaching and Development: Develop team members to reach their full potential.
• Sales and Profit Targets: Achieve sales and profit targets through effective strategies.
• Role Model: Embody and promote Dufry brand values.
• Customer Service: Ensure high standards of service excellence.
• Engaging Environment: Create a fun and dynamic workplace.
• Confidence: Exhibit confidence and self-motivation in high-pressure situations.
• Performance Under Pressure: Meet tight deadlines effectively.

Accountabilities:

• Drive team performance to deliver exceptional customer experiences.
• Support recruitment and induction of new team members.
• Develop effective teams through communication and performance reviews.
• Collaborate with peers to build a cohesive team.
• Maximize customer experience through efficient service.
• Track and communicate sales targets to the team.
• Lead staff meetings to review performance and improvements.
• Ensure compliance with company policies.
• Establish strong relationships with in-store brand partners.
• Conduct monthly performance reviews with agencies.
• Monitor and address stock and replenishment issues.
• Ensure health, safety, risk, and compliance policies are followed.

Shift Patterns:

• Two-week rotation: Week 1 (Saturday to Tuesday), Week 2 (Wednesday to Friday), 38.5 hours weekly-
• MUST be available to do shifts between 4am-11pm

Contract:

• Full-time, permanent (38.5 hours per week)
• Salary up to £32,000 with a 12% Management Bonus

Benefits:

• Free parking, staff, and travel discounts
• Wellbeing support, Employee Assistance Programme (EAP), and life assurance
• Pension scheme and health cash plan for dental, optical, medical, and fitness discounts

Qualifications:

• Proven experience managing a team in a retail customer service and sales environment.
• Exceptional interpersonal and communication skills.
• Strong customer focus with the ability to engage and influence.
• Self-motivated and enthusiastic leader.
• Excellent organizational and problem-solving skills.
• Fluent in English; additional languages are desirable.