Team Leader - Outbound

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four contact centres around the globe based in Japan, Korea, UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Who we are looking for

We are seeking a passionate and enthusiastic Customer Service Team Leader to join our Outbound team in our Edinburgh office.

You will enjoy delivering amazing world class customer service, smashing targets and soaring to new highs in your career. Expect industry leading benefits, plus working with a team from a diverse background within a multi-cultural award winning environment.

Working from our award winning offices in the centre of Edinburgh your number one priority will be to support our advisors who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating our mission and values.

The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class customer service.

You will be responsible for using data to identify opportunities to coach your people and celebrate their success. As a leader you will take care of all elements of your associates’ satisfaction and engagement at work, including communication and management of their rota, ownership of their performance management process and taking action on emerging issues. We’ll expect you to go the extra mile, but we’ll also make sure you’re supported with the right leadership, training and development.

What you will get in return

Joining the team in Edinburgh, you will be warmly welcomed to an engaging and supportive working environment which includes:

• 32 days annual leave
• Workplace health cash plan including claiming back for dental, optical and physiotherapy and much more
• Employee well-being program, Employee Assistance Program and enhanced sick pay
• Monthly performance based bonuses
• Extensive learning opportunities and resources to further your career
• Annual travel points which can be redeemed at Trip.com towards your next adventure
• Enhanced family policies (maternity/paternity/adoption)
• Life and health insurance
• Discounted parking pass at Fountain Park
• Birthday cake on your birthday
• Free on-site gym
• Hybrid working
• Frequent employee engagement events
• Refer a friend bonus scheme

Alongside our excellent benefits package we are committed to investing in your learning and development to support you building a career at Trip.com.

What you’ll be doing

• Manage the performance and development of team members through appropriate use of the performance management system and a wide range of managerial techniques
• Leading team huddles, ensuring that quality is a key team driver which covers all operational performance, proactively promoting a culture of continuous improvement
• Be first point of call for resolving escalated issues, ensuring a satisfactory resolution for the customer in a timely manner to minimise risk to the company
• Maintain the highest levels of quality client and customer relationships, focused on clear communication and efficiency
• Act as a role model in displaying Trip values in all activity and communication, promoting a positive and professional brand at all times
• Keeping up-to-date with the latest promotions, initiatives and company policies/procedures

What you’ll need

• Previous Team Leader, Supervisory or Managerial experience
• Previous Travel industry or education experience
• Multilingual is advantageous
• Fluent in written and spoken English and the relevant language
• Passion for delivering high level service and results
• Experience coaching or leading people
• Ability to create and continually support people through individual development plans
• Active listening skills
• Positive communicator who understands when necessary, how to handle complex conversations with sensitivity
• Ability to confidently facilitate team discussions and conduct business meetings
• Role model in contact handling skills and takes action on emerging issues
• Strong time management, problem-solving and organizational skills
• Helps associates understand role expectations and goals supporting them to achieve
• Advanced computer skills including proficiency with Microsoft software such as Excel and Word

Desired but not essential

• Previous contact centre experience
• Travel & Tourism industry experience

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports personal growth and career development. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by taking the first steps in to your career with us!