Customer Care Team Leader

GES are currently recruiting for a Customer Care Team Leader based either in Barcelona, Paris or Amsterdam. Do you have experience in the events and exhibitions industry? Are you interested in joining a Global Events and Exhibitions company? Are you an excellent communicator who is looking for a dynamic and exciting career with at least 2 years people management experience? If so, we have the job for you! The main purpose of this role is to directly manage, motivate and organise your team of Customer Care Specialists.  You will be responsible for delegating tasks, monitoring the team's performance, delivering their training and assisting their development. The Customer Care Team is the hub of our customer service and gives the perfect insight to GES. With opportunities for development, flexible and hybrid working, the Customer Care Team is a great launch pad into the world of events. Duties include: •    Managing your team in their assistance of exhibitors, organisers, external suppliers and internal departments •    Conducting regular side by side and remote Quality Assurance reviews on all areas of work and systems, providing feedback and setting appropriate development •    Managing, monitoring and reporting Service Levels, Key Performance Indicators, staffing levels, staff activity and workflow, one to ones and reports, to ensure maximum productivity and accuracy. •    Implementing, promoting and leading up-selling across all services within the team and involvement in other revenue generating or cost saving projects •    Managing administrative resource and tasks to ensure all orders are processed, enquiries handled, Salesforce and SOP updated, cases distributed, calls and chats answered •    Developing and mentoring team members ensuring they all have clear objectives and understand their roles, which includes carrying out appraisals, 1-2-1’s and managing     attendance •    Any other tasks as delegated or requested by your line manager in support of the business

You will be an excellent communicator, have great attention to detail and time management. You will be proficient in the use of Microsoft Office: Outlook, Word, Excel and PowerPoint and will have experience working in a similar role with a minimum of 2 years people management experience, with the ability to build and maintain internal and external relationships at all levels. You will have: Experience gained within the Exhibition and Events Industry or experience in a similar role. The ability to work in a fast-paced environment and under your own initiative. Good communication, be a quick learner, team player and willing to travel. Excellent organisation and strong analytical, problem-solving, and critical-thinking skills as well as strong interpersonal skills.

This role offers a competitive salary, dependent on experience.  We operate a reward strategy based on our team members receiving a salary that best reflects their experience and skill level. Hours of work Normal working hours are Monday to Friday 8.30am – 5pm.  On occasion you may be required to work evenings and weekends during busy periods to meet the demands of the business. Annual leave Our holiday entitlement is 25 days per annum (plus bank holidays and statutory public holidays). Development and Benefits At GES we look to equip you with the tools required for you to progress in your career with us. With plenty of internal opportunities to move within the business and the backing of line managers, progression is key to the business growing. Equal Opportunities In compliance with our commitment to diversity and inclusivity, we actively encourage applications from all qualified individuals regardless of age, race, ethnicity, gender, sexual orientation, disability, religion, or any other characteristic protected by law. We firmly believe in equal opportunities for all and strive to create a workplace where every individual can thrive and contribute their unique perspectives and talents. Discrimination of any form will not be tolerated in our recruitment process, and we are dedicated to fostering an environment that values diversity and promotes fairness and equity for all applicants. Join us in our mission to build a diverse and inclusive workforce where everyone can succeed.

GES is a global full-service provider for the exhibitions industry.  We deliver extraordinary event experiences through partnership-driven productions. Our vision is to grow with our customers and create a truly sustainable future for events. Introducing innovative technology that opens opportunities for stakeholders to thrive. We want to ensure that the Events Industry continues to thrive in partnership with our people and planet. Through our business we endeavour to: •    Support and grow with our customers to create a truly sustainable future for events. •    Introduce innovative technology that opens opportunities for stakeholders to thrive. •    Use our influence to drive positive change