Travel Customer Services Team Manager

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Location: Coventry
Salary: £18,000 – £25,000 (dependant on experience) + benefits

Travel Customer Services Team Manager


Salary: £18,000 – £25,000 (dependant on experience) + benefits


Vacancy Details

Job Description

We are now looking for experienced Customer Service Team Managers to join this leading Travel Company in their vibrant Contact Centre located in Coventry’s city centre. You will be part of a fast paced, energetic team challenged with delivering the best holiday products and services to our customers.

You will be an extension of their Travel Sales team will be responsible for:

Supporting the Operations Management Team and leading a team of Travel Customer Service Executives dealing with customer’s pre-travel and post-sales queries and complaints in accordance with ABTA/ATOL regulations

Developing effective relationships with tour operators to ensure effective solutions to customer complaints are reached in line with ABTA regulations and Code of Conduct

Supporting, developing and motivating team members to meet service targets and key performance indicators (KPIs)

Monitoring and assessing calls each month to ensure adherence to the call framework and to identify training and coaching requirements, as well as carrying our side by side and remote coaching sessions

Conducting sales performance conversations with agents and hold regular 1-2-1’s, and giving open, honest and constructive feedback

Providing excellent service levels to customers at all times, offering helpful and accurate information on products and destinations

Reporting on team performance and organisational data, such as sickness, accident logs and quality assurance (this list is not exhaustive)

Managing employees in accordance with HR policies and procedures at all times, seeking advice as appropriate

There are full and part-time positions available. Our opening hours will be 8:30 – 19:00 Monday to Friday and 08:30 – 13:00 on Saturdays. Full time Team Managers will be required to work 37.5 hours per week. Part time managers will be required to work a minimum of 16 hours per week.

Experience Required

You are passionate about travel, worked in the industry for a minimum of two years and have team manager experience

You have a proven track record in sales and customer service and thrive when working under pressure

You have a strong knowledge of the travel industry and are able to work across the spectrum of holiday solutions, from flight booking to dynamic packaging

You have the ability to listen and communicate clearly, build rapport and develop connections to build customer trust and loyalty

You have experience working in a customer service environment, taking ownership of the customer journey and following through on commitments

You have energy and enthusiasm with a ‘can do’ approach to overcome obstacles

You act as a role model, championing our culture, behaviours and values

You work collaboratively with team members, peers and key stakeholders across the business

You work accurately, follow policies and procedures and work within regulatory standards

You are PC literate and have knowledge of industry travel systems.

How to apply

Apply for this vacancy here