Customer Service Team Leader

The Customer Service Team Leader plays a pivotal role in supporting the North Operations Centre by partnering closely with the North Operations Centre Manager to guide, mentor, and motivate the team. You will ensure the smooth delivery of daily operations, driving productivity and service quality in line with Kuoni Tumlare standards.

This hands-on role blends leadership and operational responsibilities, requiring a practical, solutions-oriented approach and close collaboration with cross-functional departments across our global organisation.

Key Activities

Team Leadership & Development

• Supervise, support, and guide team members in daily operations, serving as a key point of escalation.

• Distribute workload effectively to ensure maximum productivity and balanced service levels.

• Coach, train, and develop new and existing team members to enhance individual and team performance.

• Conduct annual appraisals, monitor performance, and ensure compliance with HR procedures (appraisals, discipline, grievance, etc.).

• Foster a collaborative, motivated, and customer-focused team environment.

Operational Excellence

• Oversee day-to-day customer service operations and perform tasks as needed to support business continuity.

• Work within the weekday shift pattern (09:00–19:00).

• Lead or participate in key departmental projects and represent the team in meetings when required.

• Monitor and analyse call quality, customer response times, KPIs, and SLAs, implementing proactive improvements where needed.

• Ensure call volume and workload are distributed efficiently to maximise customer satisfaction.

• Regularly review work processes, recommending and implementing improvements to drive efficiency.

• Establish and maintain appropriate systems, procedures, and performance measurements.

• Implement standard operating procedures and best practices across the team.

• Ensure appropriate training and development processes are in place to maintain service quality and compliance with company standards.

Collaboration & Communication

• Partner closely with Operations, Destination Services, and Procurement departments.

• Maintain open communication with HR, Finance, and cross-market teams to ensure alignment and smooth workflow.

• Provide departmental updates and feedback to the Manager, escalating issues when necessary.

• Support and provide cover for other departments as required.

Job Requirements

Knowledge, Skills, Experience, Qualifications

• Previous experience in customer service/travel industry

• Previous experience in leading a team and achieving successful results (2+ years)

• Fluency in English (both verbal and written)

• Knowledge of any Nordic language = desirable

• Previous experience with Zendesk (beneficial)

• Strong problem solving and negotiation skills

• Excellent communication and organizational skills

• Strong multitasking skills with the ability to prioritise and meet deadlines

• Ability to work under pressure and independently as/when required

• Ability to build strong relationships with internal and external stakeholders

• Strong assertiveness and analytical skills are essential

• Self-motivated and a team player with a proactive attitude and initiative

• Ability to be flexible and adaptable to different shift patterns

• Computer literacy, experience working with Microsoft office packages essential

The ideal candidate will be:

• Customer-Focused: Passionate about delivering exceptional service and improving team performance to enhance customer satisfaction.

• Collaborative and Influential: Builds strong relationships across teams, departments, and markets; works effectively with stakeholders at all levels.

• Organised and Efficient: Skilled in multitasking, prioritising, and meeting deadlines in a dynamic, fast-paced environment.

• Proactive and Adaptable: Self-motivated, assertive, and flexible, able to adapt to different shifts and changing business needs.

• Mentor and Coach: Committed to coaching, developing, and guiding team members, fostering a positive and high-performing work culture.

What we offer:

• Nice office in Ülemiste City (hybrid working possibility after probation period).

• Health insurance covered by the company and 3 paid by the company health days per year (after probation time).

• Service leave days according to seniority.

• Annual Awards and Recognition for high performers.

• Different training and self-development activities.

• Career development opportunity within the Group.