Offline Sales Team Leader

At loveholidays, we're on a mission to open the world to everyone, giving our customers' unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers' personal holiday expert - the smart way to get away.

The impact you'll have:

Behind every successful sales function is a dedicated support team, assisting our Sales Consultants with intricate sales and booking processes.

Reporting to the Head of Sales, the Sales Team Leaders play an essentialpart in driving continuous improvement and effecting change in a fast-paced,target-driven environment.

You have experience within travel, so know how the industry works.You are a confident communicator and able to take full ownership of offline sales, pre &post booking issues; completing call reviews and resolving issues with customersdirectly. You are thorough and can perform QA checks on holiday bookings ensuringthat errors are reported in real time,implementing the associated deduction withagents.

You are competent working with numerical data and can perform reporting on agentperformance, analysing issues and confirming the associated training requirements torelevant dept Heads.

You are used to working to tight deadlines, so can manage your time well and thrivewhen having lots of different challenges to prioritise and complete. You know how tokeep professional when dealing with tricky customers and enjoy working as part of abusy team. You also have a good knowledge about worldwide travel destinations andare keen to learn even more.

This role is full-time, 37.5 hrs per week: 5 days out of 7, to include weekends and bankholidays. The offline sales team currently operates from Mon-Sun. The shiftpattern for the role can be allocated to any time within these operational hours.

Your day-to-day:

• Day-to-Day Inbound/Outbound Call Centre management, including resourcefulfilment
  
• Increase and improve core sales KPIs including (but not limited) to: Conversion ofcustomer interactions into new holiday bookings, upselling opportunities, repeatbusiness and brand adherence
  
• Building and maintaining strong relationships with sales consultants, keydepartments and their management team(s)
  
• Participates in customer call listening, providing actionable data and qualityreports to call centre sales managers for consultant reviews and action plans
  
• Contribution to ongoing training and induction programmes

Your skillset:

• Inbound/Outbound Travel Sales Call Centre experience
• Excellent verbal, written and interpersonal communication skills
• Dedication to providing an exceptional customer experience
• Self-motivated and self-starting with exceptional listening & analytical skills
• Ability to multitask and successfully operate in a fast paced, target-driven teamenvironment
• Proficient with G-Suite (intermediate Sheets, Docs, Slides etc), CRMs andTelephony system
  

Not necessary but would be desirable to have:

• Experience using Kustomer (CRM), Twilio Flex, Ujet (Telephony) & EdgeTier (QA)platforms would be advantageous

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Subsidised gym memberships
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.