Sales Support Assistant Manager

Location
Luton, Bedfordshire
Salary
Competitive salary plus bonus
Posted
18 Oct 2019
Closes
01 Nov 2019
Ref
TWSSAM181019
Job function
Management
Hours
Full Time
Contract Type
Permanent

Job Title

Sales Support Assistant Manager  

Location

Luton/Newcastle

Reporting to

Sales Support Manager   

Hours

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 assist the Sales Support Manager with the daily operational duties, whilst ensuring the team maximise all sales opportunities and provide an excellent standard of customer service at all times.

Key Responsibilities

  • To ensure an excellent standard of customer service is provided at all times  
  • To focus on maximising all sales opportunities through customer interaction and following up all quotes to secure sales of ancillary products (airport hotel, airport lounge, car parking, car hire, transfers, insurance and excursions etc.)
  • To provide support to clients if they wish to amend their booking after it has been confirmed and quote the correct price for name amendments, pre-booked seats or upgraded seats, sports equipment, additional luggage etc.
  • To manage clients telephone enquiries, and communicate with clients in a professional, courteous & friendly manner in order to deliver an excellent service
  • Contribute to team profit through achieving individual set targets
  • Overseeing emails accordingly to priority levels and sequence, responding appropriately where required
  • To take client payments (both part and full balances) and process correctly on system
  • Ensure notes are put on all bookings detailing any quotes or conversations with clients or suppliers
  • 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 customer service functions and assign tasks where required
  • 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
  • Provide coaching, guidance, support and conduct employee one to ones and other performance management processes to assist employees to reach their full potential 
  • To be competent in dealing with unhappy customers and difficult situations, ensuring the situation is resolved in a timely manner with an accurate outcome
  • To be able to act confidently with regards to decision making 
  • Taking ownership of the managers responsibilities during the managers absence
  • 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

General

  • 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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