Why loveholidays?

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 self-employed Offline Sales Consultants with intricate sales and booking processes. 

Reporting to the Head of Offline Sales, the Offline Sales Team Leaders play an essential part 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 customers directly. You are thorough and can perform QA checks on holiday bookings ensuring that errors are reported in real time,implementing the associated deduction with agents.

You are competent working with numerical data and can perform reporting on agent performance, analysing issues and confirming the associated training requirements to relevant dept Heads. 

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

This role is a full-time hybrid role based in Hammersmith (3 days in office / 2 days working from home) 37.5 hrs per week: 5 days out of 7, to include weekends and bank holidays. The offline sales team currently operates from 0830-2030 Mon-Sun. The shift pattern 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 resource fulfilment
  
• Increase and improve core sales KPIs including (but not limited) to: Conversion of customer interactions into new holiday bookings, upselling opportunities, repeat business and brand adherence
  
• Building and maintaining strong relationships with sales consultants, key departments and their management team(s)
  
• Participates in customer call listening, providing actionable data and quality reports to call centre sales managers for consultant reviews and action plans
  
• Contribution to on-going 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 team environment
  
• Proficient with G-Suite (intermediate Sheets, Docs, Slides etc), CRMs and Telephony systems

Desirable (optional)

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

The interview journey:

Setting expectations for what the candidate can expect the interview process to look like from our side - aiming to keep this brief but informative. This should involve a variety of key stakeholders and wider team. Please note, length of interview process should be kept lean and depends on seniority of role (same applies for the need of ‘task/presentation’). Please sync with TA.

• Talent Acquisition Partner screening - 30 mins
  
• 1st stage with Hiring Managers - 45 mins
  
• Final stage with key stakeholder/s including a task to present, in office - 1 hour