Specialism Team Lead - Transport

Description du poste:

Specialism Team Lead - Transport
About the company
At Booking.com, we like to make it easier for everyone to experience the world. Whether they're heading straight from A to B or enjoying the freedom to go wherever their journey takes them. We began by taking hotel bookings online over 20 years ago, and we've been crafting the travel industry ever since. Today, we're building a platform that connects all parts of the trip - from accommodation to transport, tickets, tours and more.

From our Trips HQ in Manchester, We help people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.
We're part of the worldwide Booking.com community. We speak 42 languages, our 2000+staff (in Manchester) come from all over the world, just like our customers. What brings us together is our love of adventure. It's easy to be enthusiastic about a job that enriches so many lives daily, and our workplace reflects our diversity and global focus.
If you're like us, you'll love to help people, travel and new life experiences too. Put these drives together and you get an international team who'll take problems and turn them into solutions, increasing customer satisfaction and helping to grow our international business.
Booking.com core values
* Own It
* Learn Forever
* Succeed Together
* Do the Right Thing
* Think Customer First
We are committed to provide everything needed to take your career in the direction you want. With our core values we ensure you contribute to Booking.com's mission in the best way you can.

Job Summary
The purpose of this role in our Customer Relations department is to empower, support and enable a team of CR Agents to bring maximum value to customers within their business function. The Customer Team Leader also proactively contributes to the continuous improvement of their business area, the internal colleague experience, and the customer experience in line with wider divisional objectives.
What needs doing:
* Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets.
* Effectively use business tools to supervise team performance, quality and adherence to both internal processes as well as compliance and regulatory requirements.
* Create a safe and open team environment where regular and constructive feedback is encouraged and provided.
* Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying, motivating and encouraging our values and leadership behaviours.
* Understand the development needs of team members and provide coaching, training and support as vital, liaising with centres of excellence such as Learning & Development and the People Team where required.
* Provide guidance and advice to agents in the handling of customer cases, including providing authorisation where deviation from standard screens and processes is required. Handling called out customer cases as needed, particularly where there are sensitive or high risk factors involved which may impact brand loyalty or company reputation.
* Appropriately lead team members in line with people related business policies and processes. Ensuring both daily people management processes and wider business lead people initiatives are promoted, actioned and understood within the team.
* Be a voice for continuous improvement providing feedback on opportunities and proactively sharing standard processes. Participating in a range of projects to help drive improvements within the business unit.
* Take ownership for the engagement of colleagues within the team, as well as focussing on employee welfare and wellbeing.
* Be a role model for company policies and procedures, values and behaviours, and ensure the team understands and adheres to them.
* Collaborate with support functions such as the recruitment team and workforce management team, in the recruitment and onboarding of new team members and changes to staffing allocations.
* Effectively communicate wider business updates and department strategy, ensuring team objectives are aligned and understood.
What is needed to do it:
* Strong interpersonal communication skills
* Experience leading and developing teams in an international and/or multilingual multichannel environment
* Strong work ethic; self-directed, resourceful and an ability to multitask effectively
* Solution oriented and results driven
* Proactive, adaptable and capable of working independently as well as working in a team
* Good analytical skills with the ability to translate analysis into action
* Coaches for success
* Drives performance to impact the customer experience
* Sees opportunities for improvement and shares standard methodology
* Prioritizes the customer experience
* Requests and delivers feedback effectively and constructively
* Identifies talent and is able to effectively support colleagues through development needs and progression
* Works collaboratively with others both within own team and wider business areas/functions
* Facilitates an open and inclusive environment
* Owns self-development
* Is a Change Ambassador and can inspire others
* Communicates with purpose

Benefits
* 25 vacation days (rising to 28) to go exploring
* Private health insurance
* Generous accommodation discount, so you can explore for less
* Pension with up to 10% matched company contribution
* Huge learning and development platform tailored to you
* Shopping and leisure discounts through Perkbox
* Competitive parental/adoption leave
* Hybrid way of working More Information (please note this is not a remote only role)
* Brand new innovative Office space with free restaurant-quality breakfast and lunch options
* Wellbeing focus
* Mental health first-aiders and free support

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive

Pre-Employment Screening:

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position