Sales Team Leader (Ocean Team)

Location
Wimbledon, London (Greater)
Salary
Competitive Salary
Posted
11 May 2017
Closes
11 Jun 2017
Sector
Cruise
Job function
Sales
Hours
Full Time
Contract Type
Permanent

Job title: Sales Team Leader (Ocean Team)

Responsible to: Sales Performance Manager

Department: Sales

Locations: Nelson’s House, Wimbledon

Job Reference Number: STL

Job Purpose

Key Elements:

As a team leader you will have responsibility for developing, motivating and coaching a team of specialist cruise consultants ensuring that the highest levels of customer service are maintained at all times.

Key Tasks:

  • Manage, coach and motivate a team of specialist cruise consultants to ensure sales KPI’S are met to minimum standards.
  • Increase team conversion through coaching and feedback.
  • Listen, observe, feedback to the consultants on their performance and implement action plans to improve performance.
  • Conduct regular 1 to 1’s & appraisals to review performance
  • Provide feedback on team performance to Sales Performance Manager/Head of Sales
  • Supervise and co-ordinate the activities of the team on a day to day basis
  • Ensure team are up to date with the latest offers and product offerings to help enhance sales/customer service 
  • Monitor attendance/timekeeping and manage any absence, return to work interviews and disciplinary issues with the assistance of the supervisor/head of sales
  • Monitor and manage poor performance with the team in line with Viking procedures and policies
  • Identify training requirements and communicate to the management team
  • Help with the Cruise specialist advisor recruitment as per business needs

Reporting and Responsibilities

  • This role reports to the Sales Performance Manager
  • This role manages up a team of Specialist Cruise Consultants.

Role of Department

  • The Call Centre is responsible for responding to all inbound customer sales calls and meeting monthly and annual sales targets by converting calls in to bookings.

Key Result Areas

  • Meeting team monthly and annual individual and team sales targets: conversion rates and revenue targets.
  • Monitoring consultants’ calls and giving feedback and individual coaching on performance.

Systems

  • CRM
  • MS Office to Intermediate Level
  • Avaya IQ

Decisions Making and Problem Solving

  • Makes decisions in own sphere of influence.
  • Analytical and proactive approach to solving problems within own team, refers to the Sales Performance Manager or Head of Sales for decisions regarding higher levels of authority.

Communications and Relationships

  • The main internal contacts are within the Sales, Marketing, Air and Operations teams and Guest Services team.
  • The external contacts are Viking customers and agency partners.

Income and Expenditure

  • No budget responsibility.
  • Responsible for driving income from reservations in their team of ten sales consultants.

Person Specification

Knowledge and Experience:

  • Experience of working in a target driven sales environment (preferably call centre)
  • Experience with performance management and disciplinary processes
  • Experience in giving on the spot feedback to team members
  • Display good commercial awareness and understanding of company vision, objectives and strategy along with strong competitor awareness
  • 2 years Call Centre management experience (desirable)
  • Travel background (desirable)
  • Avaya IQ experience (desirable)

Skills:

  • Excellent verbal and written communicator, with strong interpersonal skills
  • Passion for driving sales through the team

Attributes:

  • Ability to motivate self and others
  • Ability to bring about and respond well to change, and business objectives
  • Highly flexible, positive and resilient with the ability to be innovative and create a fun environment
  • Pro-active problem solver and takes ownership for own performance and development

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