Sales Team Leader (Ocean Team)

Wimbledon, London (Greater)
Competitive Salary
11 May 2017
11 Jun 2017
Job function
Full Time
Contract Type

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.


  • 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)


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


  • 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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