Job Summary
Alongside the Sales Manager to be responsible for the combined performance and development of the Sales team including the call centre at head-office along with home-working teams, ensuring that everyone is motivated to achieve their individual targets and that performance is closely monitored and measured. You will be responsible for ensuring the highest standard of customer service is provided by the sales and operations team to both internal and external customers, whilst ensuring all calls and enquiries are answered in a timely and professional manner. You will be a fundamental part of the team’s success and a key person in ensuring the team members are maximizing all sales opportunities.


Main Responsibilities
 To ensure the delivery of agreed sales performance targets, and departmental service standards (abandon rates, call conversions etc)
 To improve efficiency of performance by identifying areas of improvement and to deliver/organize the appropriate coaching and training
 To strive to build a positive environment in which staff receive support, feedback and coaching from you to improve their performance
 To conduct regular 1-1 meetings and conduct performance reviews
 To act as a role model for the team, provide clear leadership and encourage team work
 Ensure all customers receive a courteous profession service to enhance the reputation of all brands and build repeat and recommended business
 Review, develop and implement core responsibilities of the team, whilst alongside the sales manager planning for and managing change
 To manage necessary staffing and organise staffing requirements, including shift patterns and holiday rosters.
 Supervise, motivate and monitor team performance, help identify training needs and plan training sessions keeping the sales Manager informed of your progress
 Monitoring calls to improve quality, minimalise errors and track Travel Advisor performance giving regular feedback to Sales Managers and Team Members
 Alongside the Sales Manager plan staff recruitment needs, ensuring all new starters training is planned and delivered effectively
 To manage and process staff bookings and any ad hoc contract and marketing trips i.e. booking flights, blocking off villas.
 Record and analyse performance levels of the team, make changes to improve conversion and productivity where appropriate
 Alongside the Sales Manager to help with trade, affiliate partner initiatives
 To plan educational trips and itineraries and ensure knowledge is spread around the team
 Liaise with other Sales Supervisors, Travel Advisors and third parties to gather information and resolve issues within the team
 Engage with customers whilst selling holidays plus handling the most complex customer complaints or enquiries when escalated
 Maintain detailed knowledge of the company’s products and services, whilst keeping abreast of industry developments and what competitors are doing
 Coordinate the timely delivery of accurate travel documents and invoices to customers prior to departure
 Ensure that any flight time changes. Airline changes or any pre departure changes be communicated to customers in a professional and timely fashion
 Ensure there is a good working relationship between operations and sales team members and that any cross departmental issues are communicated between all supervisors
 Take responsibility of small clusters of team members giving your focus on their sales, service and admin standards
 Maintain a professional working relationship with colleagues and suppliers.


Knowledge and Experience
 Prior detailed knowledge gained from working within a Sales environment, with proven supervisory experience
 Good knowledge and experience of the Travel Industry essential
 Ideally educated to A-Level standard (or equivalent)
 Additional courses/qualifications relating to Sales or Management would be advantageous
 Computer literate. Competent user of MS applications, such as Word, Excel and PowerPoint
 Familiarity of call centre telephone systems, including the use of skills-based routing, would be beneficial
 Valid UK Driving Licence and use of own car essential


Personal Qualities
 Excellent communication and problem-solving skills
 A strong customer focus and an ability to work well in teams
 An excellent telephone manner
 A desire to help others work towards and achieve objectives
 Possess leadership skills with the ability and desire to motivate and develop staff
 Good time management skills and the ability to work well under pressure
 Confidence and a good business sense
 The ability to set, meet and exceed targets
 The aptitude to manage change

Valuing Diversity and Inclusion

At Wyndham Vacation Rentals UK we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.