Responsible for maintaining the KPI-s defined for the program as well as staying in line with the service standards from the service desk perspective.Responsible for ensuring continuous development of the professional competencies of the TIER II team (size 50+), including training, regular coaching, and feedback.Contributing within the Service Desk to the efficient operation, and supervision of the team.Providing regular feedback to 2 direct reports and operators on a… Show more Responsible for maintaining the KPI-s defined for the program as well as staying in line with the service standards from the service desk perspective.Responsible for ensuring continuous development of the professional competencies of the TIER II team (size 50+), including training, regular coaching, and feedback.Contributing within the Service Desk to the efficient operation, and supervision of the team.Providing regular feedback to 2 direct reports and operators on a daily/weekly/monthly basis.Preparation of statistics and reports related to the operation and group tasks Keeping customer satisfaction at a high standard, and contributing to maintain the client’s and SSG Europe’s reputation, as well as curating the brand’s image.Providing regular updates to the Program Manager about the team’s performance, notifies them about the potential risks, and provides them recommendations regarding employees and processes. Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Destination Managers will assume overall responsibility for a given destination, achieving profitable growth and driving a results obsessed culture whilst ensuring all employees deliver an exceptional holiday experience for customers.Team size: 11Responsibilities:Drive a results obsessed culture to ensure the team achieve given CSQ targets · Establish and maintain respectful… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Destination Managers will assume overall responsibility for a given destination, achieving profitable growth and driving a results obsessed culture whilst ensuring all employees deliver an exceptional holiday experience for customers.Team size: 11Responsibilities:Drive a results obsessed culture to ensure the team achieve given CSQ targets · Establish and maintain respectful relationships with third parties in resort, including hoteliers and agency staff · Manage the destination budget through controlling expenditure and actively driving the team to achieve sales KPIs · Implement a high level of job responsibility and ownership amongst team members, empowering them to make justifiable decisions to motivate and inspire their team to achieve shared goals · Analyse performance against all KPI’s and provide regular updates, reports and statistics to Head of Operations · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team· Accounting Responsibility ensuring all policies are followed in line with new processes and law, but with additional responsibility of invoicing. · VAT compliance and control with invoicing · Where applicable, bank account control for local transactionsKey performance indicators:Customer service targets are metSales targets are met and budgets are managed accordinglyHigh destination employee satisfaction score Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Responsibilities:Key accountabilities and decision ownership: · Inspire and develop a team through… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Responsibilities:Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including handling agents and agency staff to ensure smooth airport operations · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst airport and transfer representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Direct reports: Airport & Transfer Representatives in Destination Airport Head Representative Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 44Responsibilities:Key accountabilities and decision ownership: · Inspire… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 44Responsibilities:Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including handling agents and agency staff to ensure smooth airport operations · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst airport and transfer representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Direct reports: Airport & Transfer Representatives in Destination Airport Head Representative Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Service Representatives to deliver exceptional customer service in destination, whilst driving results to achieve sales targets set by the Destination Manager.Team size: 11Responsibilities:Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Service Representatives to deliver exceptional customer service in destination, whilst driving results to achieve sales targets set by the Destination Manager.Team size: 11Responsibilities:Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling service representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including hoteliers and agency staff · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst service representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 44 Key accountabilities and decision ownership: · Inspire and develop a team… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 44 Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including handling agents and agency staff to ensure smooth airport operations · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst airport and transfer representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Direct reports: Airport & Transfer Representatives in Destination Airport Head Representative Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Service Representatives to deliver exceptional customer service in destination, whilst driving results to achieve sales targets set by the Destination Manager.Team size: 13Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Service Representatives to deliver exceptional customer service in destination, whilst driving results to achieve sales targets set by the Destination Manager.Team size: 13Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling service representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including hoteliers and agency staff · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst service representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 11Key accountabilities and decision ownership: · Inspire and develop a team… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport Head Representatives; Airport & Transfer Representatives to deliver exceptional customer service at the airport, creating a memorable start and end to the customer’s holiday experience whilst driving results to achieve sales targets set by the Destination Manager.Team size: 11Key accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including handling agents and agency staff to ensure smooth airport operations · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst airport and transfer representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Direct reports: Airport & Transfer Representatives in Destination Airport Head Representative Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team Representatives to deliver exceptional customer service in the destination, ensuring a memorable holiday experience to all customers’.Team size: 12 service representativesKey accountabilities and decision ownership:Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team Representatives to deliver exceptional customer service in the destination, ensuring a memorable holiday experience to all customers’.Team size: 12 service representativesKey accountabilities and decision ownership:Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all timesInspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Maximise profit for the destination through effective leadership enabling service representatives to promote appropriate, relevant products to our customers · Establish and maintain respectful relationships with third parties in resort, including hoteliers and agency staff · Actively manages paperwork and assures audit procedures are adhered to at all times · Instil a high level of job responsibility and ownership amongst service representatives, empowering them to make justifiable decisions to resolve customer complaints · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metFavourable employee satisfaction score Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport & Transfer Representatives to deliver exceptional customer service at the airport, ensuring a memorable start and end to all customers’ holiday experienceKey accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Welcomes… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Will lead and motivate a team of Airport & Transfer Representatives to deliver exceptional customer service at the airport, ensuring a memorable start and end to all customers’ holiday experienceKey accountabilities and decision ownership: · Inspire and develop a team through consistent feedback and coaching to deliver exceptional customer service, leading by example at all times · Welcomes customers in destination, ensuring initial concerns and queries are dealt with in a timely manner ensuring total resolution at the start of their holiday · Organises daily airport operation, including paperwork and rotas, ensuring sufficient resources are available at all times· Maintains respectful relationships with third parties in-resort, including handling agents, agency staff, bus drivers and other tour operator employees· Helps facilitate guests departure from destination, assisting with transfers and resolving any issues which may arise at the airport · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Service Representatives will answer questions & queries and offer solutions to customer concerns, whilst offering enhancements & experiences to provide a great holiday experience.Key accountabilities and decision ownership: · Ensures that commitments made by Thomas Cook Group to customers are met. Makes prompt, clear decisions to resolve issues and takes responsibility to take the actions required… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Service Representatives will answer questions & queries and offer solutions to customer concerns, whilst offering enhancements & experiences to provide a great holiday experience.Key accountabilities and decision ownership: · Ensures that commitments made by Thomas Cook Group to customers are met. Makes prompt, clear decisions to resolve issues and takes responsibility to take the actions required to address these · Visits customers in destination to ensure that their needs are met. Maintains respectful relationships with third parties in-resort · Takes responsibility for resolving customer concerns and queries. Provides in-resort customer care and complies with governance and escalation processes to ensure timely resolution · Sells appropriate ancillary products as required by the customer to enhance their holiday experience · Actively manages paperwork and completes sales in a timely and compliant manner · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metReceives unprompted, positive customer feedbackComplaint Management Show less

Job purpose: To ensure exceptional service is delivered to customers in destination. Service Representatives will answer questions & queries and offer solutions to customer concerns, whilst offering enhancements & experiences to provide a great holiday experience.Key accountabilities and decision ownership: · Ensures that commitments made by Thomas Cook Group to customers are met. Makes prompt, clear decisions to resolve issues and takes responsibility to take the actions required… Show more Job purpose: To ensure exceptional service is delivered to customers in destination. Service Representatives will answer questions & queries and offer solutions to customer concerns, whilst offering enhancements & experiences to provide a great holiday experience.Key accountabilities and decision ownership: · Ensures that commitments made by Thomas Cook Group to customers are met. Makes prompt, clear decisions to resolve issues and takes responsibility to take the actions required to address these · Visits customers in destination to ensure that their needs are met. Maintains respectful relationships with third parties in-resort · Takes responsibility for resolving customer concerns and queries. Provides in-resort customer care and complies with governance and escalation processes to ensure timely resolution · Sells appropriate ancillary products as required by the customer to enhance their holiday experience · Actively manages paperwork and completes sales in a timely and compliant manner · Provides a holistic customer experience as an active member of the in-destination Thomas Cook team.Key performance indicators:Customer service targets are metIncome and sales targets are metReceives unprompted, positive customer feedbackComplaint Management Show less