Customer Contact Team Lead – Legal

Job Description

Job title: Customer Contact Team Lead – Legal

Company: Booking.com

Job description: Job Description:Customer Contact Team Lead – LegalAbout the companyAt Booking.com, we like to make it easier for everyone to experience the world. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them. We began by taking hotel bookings online over 20 years ago, and we’ve been crafting the travel industry ever since. Today, we’re building a platform that connects all parts of the trip – from accommodation to transport, tickets, tours and more.From our Trips HQ in Manchester, We help people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.We’re part of the worldwide Booking.com community. We speak 42 languages, our 2000+staff (in Manchester) come from all over the world, just like our customers. What brings us together is our love of adventure. It’s easy to be enthusiastic about a job that enriches so many lives daily, and our workplace reflects our diversity and global focus.If you’re like us, you’ll love to help people, travel and new life experiences too. Put these drives together and you get an international team who’ll take problems and turn them into solutions, increasing customer satisfaction and helping to grow our international business.Booking.com core values

• Own It
• Learn Forever
• Succeed Together
• Do the Right Thing
• Think Customer First

We are committed to provide everything needed to take your career in the direction you want. With our core values we ensure you contribute to Booking.com’s mission in the best way you can.About The RoleThe purpose of this Legal Team Lead role in the Customer Relations Specialisms division is to empower, support and enable a team of Advisors to bring maximum value to our customers and partners, proactively contributing to the continuous improvement of the customer experience.To represent the Company with any legal matters relating to the car insurance product including Power of Attorney, Insurance litigation mediation and attending court hearings were applicable as directed by our Company Legal team.Responsibilities

• Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets;
• Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors;
• Understand development needs and provide coaching, training and support to team members;
• Effectively use business tools to monitor team performance, quality and adherence;
• Create a safe and open team environment where regular and constructive feedback is encouraged;
• Be a role model for company policies and procedures and ensure the team understands and adheres to them;
• Be a voice for continuous improvement providing feedback on opportunities and proactively share standard processes;
• Collaborate with the learning and recruitment team in the recruitment process and onboarding of new team members
• Handle complex customer legal cases/post rentals as required;
• Display a wide knowledge on legal dispute resolution processes and handling those types of claims;
• Representing the company in the Court of Law (with power of attorney if required), court and insurance litigation mediations and any other relevant court attendances such a notary signature witnessing;
• Representing the company position with auditors and regulators (FCA) in terms of insurance and legal matters;
• Working closely with our LATAM regional counsels + working on cross team and region collaboration; (eg. SRS team, NORAM, and even some support between brands).
• Managing our day-to-day consumer claims external counsel relationships;
• Data reporting to the legal team for filings;

Skills

• Bachelor’s Degree | Legal Background;
• Strong interpersonal skills;
• Experience leading teams in an international environment;
• Strong work ethic; self-directed and resourceful;
• Solution oriented and result driven;
• Proactive, flexible and capable of working independently as well as working in a team;
• Good communication and analytical skills;
• Ability to multi-task & flexible attitude;
• Coaches for success;
• Drives performance to impact the customer experience;
• Finds opportunities for improvement;
• Prioritizes the customer experience;
• Requests and delivers feedback;
• Identifies talent;
• Works collaboratively with others;
• Facilitate an open environment;
• Owns self-development;
• Is a Change Ambassador;
• Communicates with purpose;
• Builds ‘big picture’ understanding;
• Advanced Analytical skills;
• Experience of working in a regulated environment (FCA);
• Experience of working with Insurance Products;
• Experience of handling Legal matters i.e. Power of Attorney, Insurance litigation and Mediation, court hearings;

Benefits

• 25 vacation days (rising to 28) to go exploring
• Generous accommodation discount, so you can explore for less
• Pension with up to 10% matched company contribution
• Huge learning and development platform tailored to you
• Shopping and leisure discounts through Perkbox
• Driven parental/adoption leave
• Wellbeing focus
• Mental health first-aiders and free support
• Monday to Friday 8am – 4pm shifts
• Hybrid way of working

Pre-Employment Screening:If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Expected salary:

Location: Manchester

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