Sales & Customer Service Team Manager

Wallington, London (Greater)
21 Nov 2017
21 Dec 2017
Job function
Full Time
Contract Type

We're looking for an experienced Manager with a sales and customer service background to join our growing team. You will lead and inspire this large team to consistently deliver service excellence and achieve the Company's sales targets. You will work collaboratively with the Head of Sales/Director of Customer Service and the Sales & Customer Service (SCS) Team Manager to oversee the SCS teams and be a key decision maker in dealing with any challenges highlighted by the team. Excellent interpersonal skills are a prerequisite for you to develop effective internal relationships with the SCS Operations team, Product, Marketing, Sales Support, Tech and HR and externally with our highly regarded customers, National newspapers, Regional newspapers and Travel Agents.

We are the award-winning Newmarket Group; which is one of the UK's largest independently owned specialist tour operators; who look after tens of thousands of customers each year going to a wide range of destinations throughout the UK, across Europe and worldwide. We employ over 200 people, with the majority based at our modern Wallington, South London office.

Key accountabilities of this role include:

  • To achieve all KPIs; deliver customer service excellence and realise additional sales opportunities through avenues such as Livechat, upselling and brochure requests
  • To effectively manage the performance of the team, proactively addressing any issues, identifying and addressing training and development needs
  • Building an effective working relationship with the Sales Operations team, giving them clear direction and support on the ever-changing needs of the teams, so that all systems and processes are fit for purpose
  • To effectively collaborate with all relevant areas of the business to maximise the Sales team’s ability to deliver service excellence and achieve KPI's
  • To liaise with the Head of SCS to assist in planning and implementing strategies that will help to drive sales and deliver customer service excellence
  • To improve customer service procedures, policies and standards by constantly reviewing customer feedback and the service needs of the customer
  • To investigate and solve problems that have been escalated by the SCS or Operations teams
  • To keep up-to-date with the products and services offered by Newmarket Holidays
  • To be accountable for the correct attribution of all bookings
  • To deputise for the Head of Sales/Director of Customer Service in their absence ensuring all tasks and objectives are met

To be considered for this role, you must:

  • Be a highly motivated individual who displays a passion for the travel industry
  • Have a proven track record of consistently achieving targets in a challenging and busy sales environment
  • Have experience of managing both sales and customer service teams
  • Be an inspiring and motivational leader able to bring a strong "can do" attitude to the role who can create a fun, professional and results focused environment
  • Be a consummate team player who understands what motivates each member of the team
  • Show evidence of strong people skills
  • Have performance management experience to identify strengths and weaknesses within the team and of developing staff at all levels
  • Be proactive in your own learning and development and achieve your own personal goal's
  • Have strong organisational and administrative skills, with a high attention to detail
  • Have proven ability to assimilate a variety of tasks; flexibility to meet changing priorities as demands dictate and able to work well under pressure
  • Be a problem solver who constantly questions processes in the desire to achieve efficiencies
  • Have excellent communication and interpersonal skills to effectively collaborate at all levels
  • Be able to understand customer requirements and how to exceed their expectations
  • Be able to recognise and understand the business performance and the commerciality to recognise the need to often change direction as and when necessary

And ideally you will have recent experience managing a team in a contact or call centre.

Staff incentives and benefits:

  • 20 days annual leave per year increasing by a day after 5-years to a maximum of 25 days
  • 8 paid Public/Bank Holidays each year
  • Contributory pension scheme (subject to auto enrolment of staff member)
  • Interest free season ticket loan
  • Free local parking
  • Salary sacrifice Childcare voucher scheme
  • Staff discounts - Newmarket holidays (15-50% dependent on product)
  • Staff discounts - West End theatre shows, royal events and concerts etc
  • Cycle to work scheme
  • Discounted gym membership
  • Free eye test and contribution towards VDU use only prescription
  • Training and development
  • Up to 2 extra days holiday entitlement in each calendar year when travelling on a Newmarket holiday
  • Work-Life Balance/ flexible working arrangements

The hours are 36 per week, Monday-Sunday (9.00am-7.00pm worked on a shift rota basis) and based at our modern Head Office in Wallington, Sutton (South London).

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