Job Type: PermanentHours: 40 HoursLocation: SPAINWhat you will be doing...Join our award-winning Management Team at Jet2holidays and create memories for our all-important customers during their well-deserved holiday!As one of our valued Resort Team Leaders based in Benidorm, you will play a vital part in leading a team of Resort Customer Helpers – Representatives, who are responsible for delivering outstanding customer service and enhancing our customers' holiday experience in resort. You will work as one team with internal & external suppliers and stakeholders to take responsibility for your team's performance using Management Information (MI) and our in-house digital systems.What can we offer you?We offer our valued colleagues a range of benefits including:Excellent salary with annual pay reviewFully paid management training, company mobile phone & laptopMonthly 1-1 review meetings with your Line Manager31 days holiday entitlement per annumDiscounts on Jet2.com & Jet2holidays flights & holidaysRecommend a friend bonus schemeWhat will you do in the role?Supporting your Manager, you will work as One Team with internal & external stakeholders to ensure your team delivers VIP industry-leading Customer Service to our all-important customers during their holiday with us. You will be provided with fantastic training to ensure you:Create Memories for our customers by working closely with our hoteliers to ensure our customers are having a lovely holiday and we meet our all-important customers' expectations.Take Responsibility to investigate any reported problems in hotels & quickly resolve customer escalations or major incidents and emergencies using our in-house digital systems.Create & issue the monthly rosters alongside our UK-based planning team in line with our SLA levels and budget.Be present for your team by hosting scheduled in-person & virtual team meetings, delivering training to new and existing members of your team, and holding individual monthly 1-1 performance and welfare meetings with your team members while supporting your team by being available and present in resort.Collaborate with the Destination Manager, Agent, External & Internal stakeholders, analysing MI & Customer Feedback daily to drive results and improvements.Our Resort Team Leaders are well-organised and have a flexible approach to managing their team operation. Working hours will vary each month and will include early starts, late finishes, split shifts & working weekends. As part of our management team, being on call to support with emergencies in resort or at the airport is part of the role.Our Resort Team Leaders always display a genuine passion for the customers' experience in resort and empower their team to deliver outstanding customer service. In this position, you will effectively manage performance including coaching and development as well as perform a variety of HR tasks. You will also possess the ability to deliver under pressure, analyse MI and Data, support your team, have a positive friendly attitude, and be confident in IT processes and skills to use in-house digital systems daily on a laptop.What will you need?You will ideally have experience in Tour/Holiday Operations or similar. Experience managing a customer-facing team and a passion for delivering excellent customer service is essential. Conversational level in the local language is also advantageous.Apply today to join the UK's number One Tour Operator! Once you have submitted your application, we will invite you to complete the recruitment process which includes a short video interview, a call with a member of our Recruitment Team, and an interview with our Jet2holidays Overseas Operations Management team.To meet some of our team and find out what life is like with Jet2holidays, follow us on Facebook: Jet2Careers Overseas.We look forward to your application & you starting your career with Jet2holidays!
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