AddressWhy loveholidays?
At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - The smart way to get away.
The impact you’ll have
Reporting to the Director of Customer Experience Operations, and working closely with the Head of Talent Management, Learning & DEI, the Customer Experience Global Training & Engagement Manager will lead training, development and engagement across our CX teams - both in house in the UK and Germany (including a small team of Trainers and Knowledge Leaders) and outsourced teams in India and South Africa.
As we continue to drive automation of simple tasks and increase our self-serve offerings, the job of the agent is becoming increasingly complex. This complexity is further driven by our position in the centre of a two-sided travel marketplace, offering unlimited choice of flight and accommodation options from multiple suppliers, using different platforms and portals for each.
To continually improve agent performance and confidence, it’s important that our customer-facing teams always have up to date knowledge, that we refresh that knowledge and tap into it to refine the customer service experience.
If we don’t look after our people, we can’t look after our customers! Engagement has always been an important focus for CX at loveholidays and as we continue to expand in the UK and into new geographies, bringing on new partner organisations as we go, we’ll need to up the ante here to ensure we’re doing everything to keep our people motivated and ready to deliver great customer service.
Your day-to-day:
- Working with the in house and outsource teams to understand opportunities for enhancing skills and knowledge
- Working with the Heads of Customer Service and Customer Operations to deliver targeted, scheduled, and structured training to the CX teams
- Measuring impact and contribution to delivering our CX KPIs including customer satisfaction (CSAT) and employee engagement
- Understanding drivers of engagement and working collaboratively through all levels of the organisation to deploy tactical and strategic engagement initiatives
- Ensuring smooth delivery of changes from across the business where CX is impacted
- Building feedback loops and continuously working to improve processes, products, platform agents training etc. based on customers and agents' feedback
- Working with the QA Team to continually enhance the training offering to ensure new starters reach competence in ever shorter timescales
- Working closely with the Head of Talent Management, Learning & DEI to ensure alignment and cascade between any loveholidays-wide training and engagement initiatives and those within CX
- Line management responsibility for the Training Executive and Knowledge Leader
Your skillset:
- Previous experience leading a similar function across multiple geographies or a high-tech startup or similar in a contact centre environment
- Experience developing a function from scratch - although we already have a team, we need to build out the capability across all of our teams
- Experienced in developing and delivering training across a variety of formats in a contact centre environment (e,g, ILT, vILT, E-learning)
- Proven experience in delivery across the training lifecycle from needs analysis to design, delivery and evaluation
- You’ll be comfortable working with not all information to hand - our business works at pace so you’ll need to be comfortable taking the odd risk to ensure we can deliver commercial targets
- Everything we do is data driven, so experience of working in a data driven contact centre environment is essential along with your ability to demonstrate your results and contribution using training and engagement data
- Leadership of your direct team (currently 2 direct reports), as well as the ability to drive results from outsource partner organisations
- The ability to build relationships with your peers and above to drive results
- Ability to use your initiative and be prepared to lean in and support the team where needed
- Experience of working in a data driven, operational matrix environment
Not necessary but would be desirable to have:
Previous experience working in the travel industry
Perks of joining us:
Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
The interview journey:
- Initial call with Talent Acquisition team - 30 mins
- 1st stage with Hiring Manager - 1 hour
- 2nd stage with key stakeholders including a task to be presented back in the office
