Branch Manager - Killingworth

Hays Travel
Killingworth, Tyne and Wear
08 Mar 2018
08 Apr 2018
Job function
Full Time
Contract Type

Job Title: Branch Manager

Department: Retail

Reporting to Regional Manager

Hours: Up to 37.5 hours per week, as per retail rota

Role Summary

Training and developing a team of Consultant, you will be responsible for developing and motivating your team to deliver exceptional customer service in order to maximise sales and overall profitability, whilst ensuring the branch runs efficiently and effectively in line with company procedures. You will be passionate about finding every customer who walks through the door their ideal holiday in order to achieve both individual and team sales targets. You will lead by example and direct the coaching and development of staff to ensure the company’s high standards are maintained. In addition you will be involved in more complex situations that may arise in order to retain the loyalty and trust of your clients and staff.

Key Responsibilities

  • Ensure overall profitability of the branch is achieved by maximising all sales to the fullest potential
  • Ensure the effective day-to-day operation of the retail branch and foreign exchange bureau
  • Supervising, coaching and developing branch staff
  • Ensure the health, safety and  general welfare of branch staff
  • Identifying and meeting customers’ needs by providing exceptional customer service at all times
  • Increase the exposure of the branch and develop new business leads
  • Use social media to promote offers, generate customer engagement and sales leads
  • Lead by example by achieving set targets covering all aspects of the retail branch
  • Monitor staff performance, addressing any areas for development in order to achieve maximum staff productivity whilst ensuring staff motivation and morale is maintained
  • Figurehead within local community and attend all promotional activities & events
  • Ensure that excellent customer service is provided at all times
  • Attend Managers meeting, conferences and promotional events as required
  • Effectively perform administrative duties
  • Ensure both branch and staff appearance conform to company standards
  • Ensure that all practices relating to health & safety in the workplace and security of the retail branch are adhered to and that any issues that may arise are identified and reported in an efficient and timely manner
  • Recruiting of direct reporting staff


Competencies Required

  • Good leadership skills/experience of working within a supervisory role
  • Ability to coach, develop and motivate a team
  • Ability to work towards individual and team sales targets
  • Excellent communication and customer service experience
  • Good accuracy and numerical skills with the ability to understand and interpret financial statistic
  • Enthusiasm and positive attitude with a commitment to contribute to the growth of the business and to  assist with the development of its employees to maximise job satisfaction and performance

Technical Skills Required

  • IT software packages including Microsoft Office and Outlook as well as in-house travel booking systems 
  • File management skills
  • Web navigation skills
  • E-mail management skills
  • Scanner knowledge

Qualifications / Experience Required

  • Previous travel agency sales experience with a proven sales record
  • Previous managerial/supervisory experience whilst working within a retail travel branch
  • Excellent travel product knowledge with a good working knowledge of tour operator systems



  • To undertake any other duties that may fall into the job criteria
  • To conform with all company policies and procedures including Health and Safety
  • To treat all employees, customers and suppliers with dignity and respect 
  • This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

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