Assistant Manager - Contact Centre (Sales)

ASSISTANT MANAGER - CONTACT CENTRE (SALES)

Hybrid or office-based at our Wallington head office (Surrey)

Newmarket Holidays at a glance

We know our success is driven by our exceptional people. We are in the business of creating amazing holiday experiences. The type of holidays that people have always dreamt of doing. We bring those dreams to life and are the trusted friends of our loyal customers.

Our Sales and Service team combine their passion for our customers and their expertise for our holidays to carefully ensure our customers receive a seamless and exceptional service at every stage of their journey with us.

We believe in being a truly customer and colleague centric business. We expect our team to really understand our holidays, so you’ll get the chance to visit some of our wonderful destinations. These trips are hard work, but you’ll see some amazing things and enjoy truly unique experiences. Our office in Wallington, Surrey is focused and results-driven, but lots of fun! Full of like-minded people who are all in the business of creating these amazing experiences.

Established for over forty years, we continue to strive to grow, to challenge ourselves in new ways, embracing different points of view and realising our potential. For the right person, their story can begin right here.

The opportunity

The Assistant Manager role is a key one within our Contact Centre team. Reporting to our very lovely, and super-experienced, Sales and Service Manager, you will be responsible for expertly leading a team of Travel Sales Consultants/Holiday Planners through top notch coaching, training, exceptional feedback and emotional engagement. You will be using data to understand trends and opportunities and through the interpretation of that, put plans in place to improve our key KPIs. Through all of this, you will have the customer at the heart of your thinking and constantly driving a sales-through-service culture through the team, many of whom work remotely.

Experienced in leading successful teams, or perhaps simply ready for that next step, you’ll be confident at helping to create a coaching culture to ensure our people are the best versions of themselves, undertaking constructive, regular reviews with individuals, constantly supporting their growth, and driving a high-performance environment. You’ll be part of our management team making sure training is regular, current, and digitally engaging, always setting KPIs, and undertaking retrospectives to ensure improvements on the back of the training. You’ll encourage healthy competition and drive engagement through challenges and motivational activities.

The sharing of sweet treats and baked goods is sometimes (quite often) how we roll, but delivering service excellence is always at the forefront of what we do! In this role you’ll be expected to expertly handle escalation calls, turning customers with potential service issues into brand advocates. Sometimes this means challenging the status quo to constantly improve processes, and always creating, developing, and enhancing relationships across the entire organisation so that together we can delight our customers.

Who we are looking for

• If you've worked in travel before, in a travel agent or tour operator and want to either try something different or return to the industry, this could well be the role for you!
• Management or supervisory experience in a similar role is preferred
• Someone with a huge passion for people, both colleagues and customers and who wants to deliver amazing service.
• We operate over a seven-day period on a rota basis, so ideally we are looking for full time colleagues, but if you have the right skills and experience and interested in part time roles, please do get in touch. Generally you’ll get every other weekend off as we’re firm believers in a good work-life balance.
• Someone open to giving and receiving great feedback from your managers, peers and team, with a view to improving your own performance as well as that of others.
• Someone who is solutions-focused, always finding ways to do things better for our customers, our business, and our colleagues.

What we can offer you

• A changing and multi-cultural team-spirited environment with opportunities to learn from new experiences and challenges
• Leaders who are interested in your development and committed to helping you to be the best version of yourself
• A responsible organisation that cares about its people, the environment, and the communities we visit
• Encouragement to take initiative and try something new and different
• A flexible and hybrid-working arrangement
• An exciting set of benefits
• The opportunity to visit our destinations and experience our holidays

The Newmarket Spirit

The Newmarket Spirit is what binds us together. It is our 'who?’. The Newmarket Spirit bridges the external view of our brand and the internal reality. It seeks to enrich the lives and well-being of our people through travel.

The Newmarket Spirit encompasses five distinct pillars, which have been inspired by people across our organisation.

BE RESPONSIBLE | BE TOGETHER | BE COMMERCIAL | BE DETERMINED | BE A LEADER

Join Us

Sound like the kind of opportunity and place to work that you’re looking for? Please send your CV with a brief covering note about your salary expectations and any notice period.

No agencies, please

As an equal opportunities employer, Newmarket Holidays is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Newmarket Holidays.