Team Leader

Surrey, England
Up to £25000 per annum
14 Jun 2019
28 Jun 2019
Danielle Nairne
Job function
Full Time
Contract Type
A Well Known Tour Operator are seeking a Reservations Team Leader to lead their busy sales team. providing premium, tailor-made holidays to a wide range of amazing long haul destinations all wrapped up with flights on award-winning airline.

We are now recruiting for a Reservations Team Leader.

This pivotal role, part of the Sales & Service Management team is all about our customers and filling our planes departing from the UK & Ireland. It's about ensuring we listen to our customer's requirements, we understand them, we use our knowledge to piece together their holiday and they receive the very best service, the most transparent information and the care our brand is renowned for. After all, they are putting their dreams in our hands.

The Team Leader (Beach Sales) will expertly lead a team of Travel Consultants. Providing clear direction, setting stretching targets, leading by example and providing best in class coaching, the team will be motivated to deliver the best service resulting in target hitting sales.

Hours: 40 Hours per week, 5 days over 7. Flexibility required to work shifts, including evenings, weekends and bank holidays.

Job Accountabilities

⦁Lead, coach and develop your team to deliver both sales & service targets
⦁Undertake line management responsibility including, but not limited to: weekly 1:1 meetings, conducting team talks and training, ensuring compliance of policies, undertaking return to work meetings, investigations and fact finding, performance improvement plans and disciplinaries.
⦁Conduct regular call evaluations to rate the quality of the customer interaction against our brand guidelines and provide coaching support to improve colleague performance.
⦁Provide trouble shooting support for colleagues to improve service and sales, challenging the status quo in our current processes.
⦁Be a first line escalation point for our customers. Often difficult situations, reassure and calmly support customers to find a resolution ensuring we are both customer and commercially minded.
⦁As a part of the Sales & Service Management Team, provide Duty Manager support across the contact centre and out of hours support for our customers.

Qualifications, Skills & Experience

⦁A natural leader who loves coaching and developing
⦁Understands the importance of customer experience and exceeding our customer's expectations.
⦁Working knowledge & understanding of ABTA and it's rules
⦁Confident communicator with proven persuasive and influencing skills.
⦁Thrives on a busy Customer Service and sales environment and self-motivated to achieve performance & business targets.
⦁Positive attitude and enjoys working as part of a team.
⦁A flexible approach with the ability to adapt to different people, customers, challenges and ways of working.
⦁Keen to develop skills and able to take accountability for their own learning.
⦁A brilliant communicator (both verbal & written) and relationship builder with all sorts of different people.
⦁Ability to really listen to the customer, quickly identify their needs and think ahead to anticipate them.
⦁Excellent attention to detail and understands the impact of errors on the business and customer.
⦁Someone that can think commercially and take responsibility for their own result, always striving to do better.
⦁An expert in areas they have visited and can share that knowledge with our customers and colleagues.
⦁Proactive and a trend spotter and is confident in feeding back their findings to the business to drive improvement.
⦁IT literate and quick to learn.

Extending the experience from the air to the ground, they offer tailor-made dream holidays to over 100 destinations in all six continents in the airline's network. Whether you are customer facing building exciting holiday experiences or behind the scenes really making things happen, our people and our customers are the heart of everything we do.

Our team is passionate and results focussed, but have a lot of fun creating moments for our customers which will last a lifetime.

If you think you could have the relevant experience and skill set for this role please apply online. The successful applicant will be offered a competitive package.

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