Bókun, a fast-growing subsidiary of TripAdvisor Inc., is a leading reservation system and channel management platform for tours and activities operators globally that enables them to streamline their back-end operations and connect to an ecosystem of online travel websites to grow their business.  At Bókun, we are committed to delivering innovative solutions that empower our clients to grow their businesses and enhance customer experiences. As a key player in travel technology, Bókun combines the agility of a startup with the stability of a publicly traded organisation.

Location: Oxford

Hybrid: 2 times per week office attendance 

What You’ll Do:

This role requires a proactive, highly motivated, organized, and resourceful candidate who can work well in a multinational, fast-paced, and entrepreneurial environment. As a team leader, you are an integral part of the global management of Bókun Operations and will report to the customer relations manager. You will have frequent and significant exposure to the Bókun management teams. You will be responsible for recruiting, developing, and managing the daily operation in addition to assisting with the outsourced partner’s performance linking between customer-facing teams and the business.

This position is accountable for managing the daily responsibilities of a team of customer service agents; their progress and growth while aligning with larger business goals and company standards. Communicate and escalate issues thoroughly and appropriately through the correct channels. The Team Leader is required to drive operational performance with inspirational leadership with the ability to cope well in a high-pressure environment while maintaining high-quality outputs.

The role is hybrid with 2 days working at the Oxford office.  

Responsibilities:

Inspirational Leadership

• Lead with positivity and drive, fostering a culture of excellence and motivation.

Team Leadership and Development

• Recruit, develop, and manage a team of customer service agents.
• Provide coaching and mentorship to foster individual and team growth.
• Ensure the team aligns with broader business goals and adheres to company values, standards, and policies.

Operational Management

• Oversee daily responsibilities and monitor team performance to ensure delivery within brand service level.
• Collaborate with outsourced partners to enhance operational efficiency.
• Act as the primary liaison between customer-facing teams and the business
• Able to prioritize in a fast-paced environment.
• Flexibility in work hours based on scheduling needs and customer demands

Strategic Contribution

• Contribute to global Bókun Operations management as part of a high-visibility leadership team.
• Regularly interact with Bókun management teams to align strategies and performance.
• Champion internal customer feedback to enhance the product and influence prioritization to avoid complaints and bad reputation on social media platforms

Analytical and Technical Proficiency

• Utilize strong analytical skills to drive operational improvements.
• Implement and manage internal processes, Slack communications, email, workforce management, and social media tools.

Communication and Escalation

• Effectively communicate team progress, challenges, and achievements.
• Escalate issues through proper channels to ensure resolution.

Preferred Skills and Experience:

• 2-3 years of proven track record in managing and coaching teams, ideally within call center environments 
• Experience with Customer Service teams where technical skills and troubleshooting were required (preferably in the B2B sector).
• Experience with operational tools such as telephony, email platforms, workforce management, and social media systems, and basic knowledge of CSS, HTML, and website CMS tools.
• Problem Solving: Works independently, anticipates problems, and proactively suggests solutions. Ability to apply analytical and investigative skills to resolve customer issues creatively.
• Customer Focus and handling difficult situations: Demonstrates a passion for solving customer issues with experience handling escalated contacts with legal, regulatory, Governmental, and/or PR implications
• Confidentiality: Ability to handle confidential information and adhere to established protocols.
• Time Management: Strong prioritization and multitasking skills.
• Language Proficiency: Strong command of English spoken and written, excellent in communicating/presenting facts and ideas in a clear, convincing, and organized manner - Italian, Spanish, or French language is a plus but not essential
• Adaptability & Flexibility
• Open to change and new information, adjusting behavior and work methods as necessary.
• Quickly grasps new concepts and seeks self-development, recognizing personal strengths and weaknesses.
• Integrity & Corporate Responsibility
• Exhibits fair and ethical behavior, demonstrating a commitment to corporate values and responsibilities.
• Respect & Collaboration
• Treats colleagues and partners respectfully, responding appropriately to diverse needs, feelings, and capabilities.
• Accountability & Learning
• Ensures timely project completion and takes responsibility for mistakes, learning from them and moving forward productively.
• Problem Analysis & Decision-Making
• Identifies and analyzes problems, distinguishing between relevant and irrelevant information.
• Balances time-to-market with solutions, making trade-offs where necessary.
• Utilizes relevant metrics to understand and improve performance.
• Makes sound business decisions, considering the relevance and impact of each decision on the organization.

What We Offer:

• Competitive salary and performance-based annual bonus.
• Comprehensive benefits package, including well-being, health, dental, and many more
• Generous vacation and paid time off policy.
• Opportunities for professional growth and development within a rapidly expanding organization.
• Collaborative and supportive work environment, with a team of dedicated professionals.
• The chance to make a real impact in the travel and tourism industry.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request.  Please include the job requisition number in your message.