Job description
As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.
What are we looking for?
This is an exciting role for a confident, sales driven individual who has good leadership qualities and a positive can do attitude. Assisting with the day to day operation of the Vista Sales Call Centre, you will manage, coach and develop a team of agents, motivating them to deliver exceptional customer service. You will be responsible for delivering the team targets on a monthly basis.
What will be your key responsibilities?
Supervise and lead by example whilst motivating a team
Maximise team sales to achieve targets
Pro-actively identify/address performance and conduct issues
Carry out daily enquiry audits and KPI reviews
Assist in emergency or operational difficulties
Pro-actively build and maintain relationships between departments and divisions
Provide motivational and inspiring daily Buzz sessions
Assist with call monitoring and providing constructive feedback
Effectively communicate and positively promote organisational changes
Encourage training opportunities within the workplace
Motivate, praise and encourage staff through open and honest communication
Ensure administration and customer service standards are upheld and in line with company standards
What competencies we are looking for?
Commitment to contribute to the growth of the business and the development of the team
Ensure that the company values are demonstrated at all times and that others follow this standard
Excellent verbal and written communication skills
Ability to liaise with staff at all levels
Effective motivational skills and the ability to remain positive and professional at all times
Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
Ability to work effectively with people from diverse backgrounds
Has worked within teams based at various locations
What experience we are looking for?
Customer service experience
Excellent cruise product Knowledge
Worked within a Travel Sales environment
Experience of leading a team
