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Sales Team Leader

The Arena Travel Group has been providing high-quality holidays for more than 40 years. Still proudly independently owned to this day, the Group has developed its reputation for delivering a wide range of escorted tours, river cruises and special interest holidays.
 
We are currently recruiting a team leader to manage our customer contact team. This role will involve encouraging and supporting the team in handling inbound and outbound calls and website communications with our customers, from booking them on their dream holiday to handling any queries or enquiries they may have regarding their holiday.
 
If you have experience or a keen interest in travel, love talking to customers and managing a small team, then this is the ideal opportunity for you to join our busy team.

Key duties & responsibilities

  • To lead a team of Travel Consultants ensuring revenues, booking targets as well as customer satisfaction key performance indicators are met and exceeded 
  • To ensure travel consultants are well informed on product & promotions so they can achieve sales targets by working alongside other departments to gather information (such as marketing, product and yield teams)  Monitoring and reporting on staff performance and working with staff where development opportunities arise 
  • Deliver and summarise weekly contact performance reports to Directors and Managers 
  • Identifying sales opportunities and encouraging the team to drive sales (including waitlists, enquiry follow ups, insurance and ancillary sales) 
  • Ensuring web enquiries from customers are responded to in a timely manner via online chat 
  • Call monitoring and auditing to ensure a high level of customer service is delivered 
  • Regular review and development of the customer journey along with the Customer Service Manager 
  • Managing the telephone system to ensure the caller journey is optimised 
  • Assign daily tasks to team members to ensure sales opportunities are maximised 
  • To manage the rota (including Saturday rota) to ensure calls are answered within KPIs, including answering calls during team absence 
  • Managing and supporting during absence 
  • Conducting regular one to one meetings with staff including annual appraisals to review performance 
  • Regular liaisons with Customer Service team to offer support and assistance where required 
  • Working with HR on recruitment when required 
 

Key skills & experience required

Essential; 
  • Experience in leading a team, preferably a team of call handlers 
  • Excellent communication skills (verbal & written) 
  • Confidence in conducting team and individual meetings 
  • Ability to understand, retain and deliver promotional and product knowledge 
  • Confidence in sales techniques and/or motivated to drive a team in sales 
  • Ability to identify sales opportunities 
  • Desire to develop staff 
  • Flexible and leading approach to be part of a busy team 
  • Excellent organisational & administration skills 
  • Good technology skills (to understand internal reservations system, Microsoft packages & telephone system with the support of IT) 
  • Ability to multi-task 
  • Attention to detail 
 
Desirable (not essential): 
  • Experience in working within the travel industry 
 
Location: Market Harborough, remote working available with flexibility to attend office weekly for meetings and staff training. 
Hours: Full Time, 37.5 hours per week - Monday – Friday 9:00 – 17:30 (1-hour unpaid lunch break). 
Saturdays on a rota basis – 9am until 1pm 
Job Type: Permanent