Customer Centre Manager
As a Customer Centre Manager you'll be responsible for transformational change within the Customer Centre through team leaders and ultimately a sales team of consultants. You'll be accountable for the commercial sales and pre-departure objectives within the sales team alongside development of the future operating model that supports the company objective to become the number one tour operator for customer experience.
Day to day
Working closely with the Head of Customer Centre & wider operational teams you'll build, develop and embed the blended sales and service offering
Provide people management to all Customer Centre employees by coaching and developing direct reports Look to maximize potential talent with defined personal development plans for all consultants and use creative ideas to motivation and incentivise individuals to perform within their roles Through a team of Team Leaders oversee the day-to-day operations of the team, ensuring high standards of cost control, customer service and performance of the team Working alongside our Resource team to develop a resource plan that supports the overall Customer Centre within peak periods
Implement change where opportunities are identified and anticipate market change. Provide expertise/best practice from the contact centre world and be able to translate this into innovative plans to deliver our transformation strategy
Delivery and embed a sales through service culture within our Customer Centre, defining an effective and structured trading framework, which identifies commercial opportunities at product and seasonal level to take sales conversion and customer booking experience to the next level
To be successful in this role, you will have a high level of commercial awareness and business acumen alongside attention to detail. You will have excellent interpersonal and communication skills with the ability to communicate complex messages to a variety of audiences.
You will be leading and motivating a team, so it’s essential that you have proven experience of coaching and developing people to achieve high standards and targets. This role will also require excellent influencing skills as you'll need the ability to create the vision to deal with the business change that is required to deliver a transformation of performance within our operation. All of these components will help you to succeed in this role.
Having gained experience of working in a fast paced environment with strong organisational skills, you be self-motivated to deliver solutions and outcomes. If this sounds like you then why not apply today.
Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. Beyond a whole world of travel opportunities, we also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies.
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