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Learning and Quality Support

Employer
Champneys Health Spa
Location
Ashby-De-La-Zouch, Leicestershire
Salary
£21,000 per annum
Closing date
2 Jul 2018

Learning and Quality Support (40 hours per week)

Reports to: Reservations Manager

Responsible For:Learning and Quality support within the Reservations Department

Overview:

Champneys is a destination health spa chain with resorts and day spas located in the English counties of Bedfordshire, Hertfordshire, Leicestershire, Hampshire and Kent.

As the Learning and Quality Support, you will contribute to the achievement of departmental objectives through the support, training, development and quality assurance of the Reservations Department. Using robust monitoring systems, processes and compliance management you will support the department’s goal of delivering 5* service end to end of a customer’s journey. You will support the quality performance of the Reservations Team, implementing policies and procedures, supporting learning and development, coaching, feedback and reporting as requested by the Group Reservations Manager.

Duties and Responsibilities for the role include (but are not limited to):

  • Support of the quality and control performance at both Springs and Henlow Reservations departments
  • In-depth knowledge of the Reservations policies and procedures
  • In-depth and working knowledge of RS, CCM, Mitel phone lines
  • Developing of monitoring quality processes working towards a matrix of call quality accreditation across the department
  • The ability to develop TNAs, training and coaching plans to support individual and departmental performance assessing impact and effectiveness
  • Monitoring of the Review Pro feedback
  • Assist in the departmental work plan and projects as required
  • Highlighting and gaps in processes
  • Monitoring of telephone manner and general performance of the Reservations team on a daily basis
  • Coaching and supporting the Res Agents to improve on their performance using a variety of reporting tools, coaching and feedback sessions
  • Motivation of the team with feedback, support and incentives
  • Supporting the department by answering Reservations Calls when requested and all other Res Agent tasks
  • Support of other Resorts and departments, picking up a variety of requests and queries

Personal Specification

  • Strong communication skills including the ability to tailor approach to people and levels
  • Able to manage and motivate
  • Ability to work as part of a team
  • Ability to work under pressure and multi task
  • Self-motivated
  • Ability to deal with difficult customers, complaint handling skills

This role will include a variety if late shifts and weekend working as scheduled by the Group Reservations Manager. Travel between all Champneys Resorts and Day Spa’s is required.

Great benefits package awaits the right person

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