Job Description

Join one of the UK's Cruise Specialists.


Award-winning CruiseKings and Scotland's Cruise Centre are part of the Brooklyn Travel Group, established for over 50 years employing over 500 travel professionals UK-wide.


Following yet another record-breaking year and with exciting future aspiration, we are looking for a Customer Service Team Leader to support our expansion plans.


If you're looking for a new challenge or your next move, this might be the job for you.

Location:

Office based, Ayr/Hybrid/Remote

Hours:

Monday - Saturday 9 - 5.30pm, Full-time, 37.5 hours

Salary:

Competitive - based on experience

Experience, Qualities and Skills

Customer Service experience in a fast-paced Cruise environment. Previous team leader/management responsibility is advantageous. A good people person who can lead by example. Approachable, supportive and nurturing. Excellent communication with internal and external customers and suppliers. Ability to multitask and prioritise effectively. Strong negotiation skills while remaining diplomatic, a firm but fair approach. Up to date Cruise product knowledge. Ability to use Cruise and supplier booking systems. Problem solving and providing solutions. Sense of urgency and can work to tight deadlines. A self-starter who is motivated and able to motivate others.

Main Responsibilities

The Customer Service Team Leader will report into the Customer Experience Manager regarding the day-to-day operation of the Customer Service Team.


Daily workload planning, adapting to the needs of our clients. Operational management and motivation of a remote/hybrid team. Rota management in line with business needs. Performance management including feedback and 121s. Support the recruitment process. Overflow of calls, emails, chat and whatsapp as and when required. Report, prepare and facilitate reviews for Feefo and Trust Pilot. Identify and deliver training and development needs. Support our pre departure process focusing on travel and cruise line entry requirements. Assist the Customer Relations department in line with business needs. Pre departure crisis management, able to work under pressure. In resort escalations such as flight cancellations. Identify processes in need of improvement. Strong understanding of the full customer journey

Reward/Opportunities:

Competitive Salary. Vitality Private Healthcare. Ship visits/Educational opportunities. Discounts on holidays. Sponsored social events. Contribution Pension.

Company Overview

Brooklyn Travel Group is one of the UK's fastest-growing travel companies, bringing together a family of award-winning specialist travel brands under one umbrella. Since our formation in 2018, we've built a reputation for delivering exceptional holidays through world-class service and a commitment to quality at value-for-money prices. Our diverse portfolio includes some of the most respected names in specialist travel, from Stewart Travel - our flagship Scottish agency chain crowned UK's Best High Street Travel Agency for three consecutive years - to luxury specialists like Villa Select and Destinology, alongside cruise experts CruiseKings and Scotland's Cruise Centre, golf holiday specialists GolfKings, USA and Canada travel experts North American Travel Service and My Canada Trips, Canterbury Travel (the UK's leading Lapland holiday provider) and flights specialists Faremine. With over 120,000 passengers traveling with our brands annually, Brooklyn Travel Group offers an exciting opportunity to be part of a dynamic, growing organization that's making a real impact in the travel industry through specialist expertise and award-winning service excellence.