Team Manager

Salary: £45.6 – £46.8 per hour

Diamond Search Recruitment are delighted to be representing our client, a prestigious, award winning and well-respected brand, a market leader providing exceptional customer service and an exciting product portfolio. Recruiting for a Travel Team Manager, this role reports to the Head of Customer Experience and will be based in Maidstone. However, at this time, the role may be home based but you will be expected to be able to be office based once restrictions are lifted.
A dynamic company culture and leading employer, offering attractive benefits; we are seeking an experienced individual from a sales focused role within a Tour Operator / Travel background
Inspiring customers to book, creating a smooth transition from enquiry through to confirmation, you will ensure the team maximise all sales opportunities both professionally and with the customers’ needs in mind, with a prompt response to both calls and enquiries.
Hands-on involvement in the day to day activities of the team, responsibilities include:
* Ensuring the delivery of agreed sales performance targets, including call abandon rates, call waiting times and conversions
* Implement and continually measure KPI reporting to understand operational performance and customer satisfaction
* Ensure the team are following up on leads / quotes in a timely manner to improve conversion rates.
* Instilling a “getting it right first” strategy with the team to encourage meaningful communication via telephone with customers at first contact to minimise further calls and enquiries
* Work with the Contact Centre Operations Supervisor to manage resource requirements, including shift patterns and holiday rosters.
* Monitor the allocation of workflow to team members, ensuring appropriate phone cover during working hours.
* Encourage ownership of issues, allowing team members to make informed decisions, whilst at the same time understanding the commercial impact on the business.
* Act as escalation point for resolving more complex issues or those that have been passed on by the team for senior involvement and triage those that require action from the Senior Customer Liaison Executive
* Monitor all service level agreements, ensuring timely responses to tickets and delegating those that do not meet the SLA to the Travel Team Supervisor.
* Working with the Contact Centre Operations Supervisor, provide weekly / monthly reports to the Senior Leadership Team for the Board pack, and key departmental meetings, highlighting KPIs including sale performance and call data, including abandon and wait times.
* Carry out regular performance reviews with all direct reports and pro-actively deal with any performance issues as required whilst encouraging individual responsibility and ownership of situations. To take accountability for the personal development of each member of the Travel team by providing or recommending training where appropriate, including having up to date product knowledge by arranging educational visits. Set performance related incentives to increase sales.
The ideal candidate:
Knowledge of Consumer Law relating to the Travel Industry (Package Travel Regulations) /ABTA Code of Conduct / World Geography / Understanding of the Tour Operating business / Comprehensive understanding of Booking Conditions
Strong on systems including MS Office (Office, Word, Excel). Experience of Zendesk would be of benefit.
A genuine passion for excellent customer service. Must be highly motivated, commercially astute, showing initiative, and ability to manage a busy workload within tight deadlines. Strong leadership disposition & relationship building skills. Strong attention to detail and ability to remain in control during difficult situations. Excellent communicator – shares information and encourages candid and open dialogue at all levels and has strong working relationships with team members. Ability to challenge procedures and recommend improvements. Excellent influencing and negotiating skills.
If you have the skills and experience required, we want to hear from you!
Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy.