Beds with Ease Head of Operations

Newcastle, Newcastle Upon Tyne
Competitive Salary plus bonus
28 Feb 2019
28 Mar 2019
Full Time
Contract Type

Job Title

Beds with Ease Head of Operations



Reporting to

Managing Director


40 hours per week, Monday-Saturday

Flexible to meet the needs of the business


Role Summary

The main focus of the role will be to provide support for the daily operational duties, ensuring the team maximises all sales opportunities and provides an excellent standard of customer service at all times.

Key Responsibilities

  • To provide support for queries and daily operational duties, ensuring the team complete their daily tasks in a timely manner
  • To supervise all aspect of the Sales Support Department both in operational and agents functions and assign tasks where required
  • To focus on maximizing all sales opportunities through agent interaction and ensuring the team follows up all quotes to secure sales.
  • Overseeing emails accordingly to priority levels and sequence, responding appropriately where required
  • Manage the out of hours emergency phone, so we are providing a high level of service at all times
  • To make sure any issues such as overbooking or switches are dealt with in a customer centric and professional way
  • To assist in carrying out coaching and training to ensure consistency in product and services, providing the team with the support to carry out their roles effectively in accordance to Company standards
  • Ensure the team have their individual targets agreed, keeping them updated on their progress on a regular basis
  • Lead by example by achieving personal KPI’s and acting in accordance with the sales management routines at all times
  • Conduct team briefs on a weekly basis to keep the team motivated
  • Proactively identifying, taking ownership and resolving agent queries in a timely manner
  • Provide coaching, guidance, support and conduct employee one to ones, reviews and other performance management processes to assist employees to reach their full potential 
  • Review and analyse the teams calls in relation to compliance to Company procedures/ standards
  • To be competent in dealing with unhappy agents and difficult situations, ensuring the situation is resolved in a timely manner with a positive outcome
  • To be able to act confidently with regards to decision making 
  • Provide support for out of hours when necessary

Skills Required

  • Exceptional customer services skills with experience of working in a customer focused environment
  • Ideally someone with previous management or supervisory experience
  • Excellent motivational skills
  • Outstanding written and verbal communication skills along with an excellent telephone manner
  • Excellent listening and empathetic skills with the ability to anticipate customer needs
  • Excellent attention to detail
  • Flexibility in approach to working tasks and business needs, with the ability to multi-task
  • Excellent organisational skills
  • Ability to use Microsoft packages – e.g. Word, Outlook
  • Ability to work across all levels and functions of the department
  • Resilience to deal with complex queries in a fast-paced environment
  • Ability to fulfil the out of hours clause as and when required


  • To have a hardworking attitude
  • To comply with all Company policies and procedures
  • To ensure the Company values are demonstrated at all times
  • 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

To apply for this role, please attach a copy of your CV and cover letter along with your salary expectations.

Broadway Travel reserve the right to close this vacancy prior to the advertised closing date should either a high volume of applicants be received or a suitable candidate found.

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