Trip.com Group
Contact Centre Team Leader
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About Us
Since 2014, Trip.com's Customer Support Centre has grown to 15 global centres, supporting travellers in more than 20 languages across 13 product lines. With over 30,000 employees in 30 countries, our mission is simple: to make every journey the best it can be, at the best possible price.
The Role
We are looking for a passionate Customer Service Team Leader to lead, coach, and inspire a team of advisors in our Edinburgh office. You will drive world-class customer service, support performance and development, and create an engaged, high-performing team environment. Using data and insight, you'll remove barriers to success and help your team deliver our mission and values every day.
What You'll Be Doing:
- Lead, coach and develop your team through one-to-ones and development plans, using performance and quality data to identify risks and opportunities and track progress against targets
- Manage day-to-day people matters; attendance, conduct, probation, wellbeing and performance, escalating and collaborating with stakeholders, and maintaining accurate records in line with company processes
- Monitor workload, coverage and service levels, working with Workforce Management to meet operational needs
- First point of contact for escalated issues, resolved promptly to the customer's satisfaction
- Evaluate and improve processes to deliver an efficient, high-quality service while minimising operational and reputational risk
- Build an engaged, high-performing team culture, acting as a role model for Trip.com Group values
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What You'll Need:
Essential
- Contact centre experience, plus at least 2 years in a Team Leader, Supervisory, or Managerial role
- Fluent in written and spoken English.
- Proven experience coaching and leading people, with a strong, approachable leadership style that builds engaged, high-performing teams
- Confident providing constructive feedback and addressing underperformance, as well as handling complex or sensitive conversations
- Confident facilitating team discussions and communicating business messages
- Strong time management, problem-solving, and organisational skills, with the ability to prioritise across competing operational and people-management demands
- Confident using data and insights (including standard digital tools and reporting platforms) to drive performance
Desirable
- Travel and Tourism industry experience
- Multilingual skills
Why You'll Love Working Here:
- 33 days annual leave (including bank holidays)
- 3 extra days for parents/guardians, plus long service leave after 10+ years
- $600 USD in Trip Coins annually to spend on your next adventure
- Performance bonuses & $450 USD refer-a-friend scheme
- Health cash back plan for dental, optical, physiotherapy, massages & more
- Employee Assistance Program, wellbeing support & enhanced sick pay
- Enhanced family policies (maternity, paternity & adoption)
- Life insurance worth 4x your annual salary
- Hybrid working options (based on performance)
- Free on-site gym or discounted memberships at Nuffield Health & PureGym
- Continuous learning & genuine career development opportunities
- Birthday & service anniversary celebrations with gift cards and cake
- Regular team events, social activities, and recognition programmes
- Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!
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Culture
We're a truly global, multicultural workforce spanning over 30 countries, where everyone is supported to grow and unleash their full potential. With a real commitment to internal progression, your Trip.com journey could take you anywhere — many of our senior leaders started right here in this role!
Apply now at careers.trip.com
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