New Head of Sales Vacancy, as Sales & Service Team Leader, your primary objective is to drive commercial performance by enhancing the sales team's effectiveness, maximising booking conversion, and fostering repeat business. This role combines leadership, operational oversight, and customer excellence to ensure seamless sales execution and service delivery.
The Job:
* Foster a high-performance culture through daily engagement, positive reinforcement, and an open-door communication style.
* Align customer demand with team capacity, ensuring appropriate staffing and shift coverage, ensuring productivity is maximized by lead volume per agent.
* Manage the team rota and holiday requests to maintain service levels and operational performance.
* Communicate clear performance expectations and targets.
* Oversee quality control across all communication channels, ensuring responses are relevant, well-written, and on brand.
* Monitor and encourage commission generation per agent, supporting performance optimisation.
* Oversee the performance and functionality of communication tools.
* Ensure fast, comprehensive, and professional responses to all customer enquiries.
* Continuously identify opportunities to enhance workflow efficiency or improve sales conversion.
* Collaborate with the wider team to design and refine daily, weekly, and monthly reporting tools.
* Provide a weekly report outlining individual and team performance (including sales volumes, conversion rates, and agent productivity).
* Cultivate strong relationships with all tour operator partners. Act as a collaborative internal stakeholder, supporting cross-team alignment.
* Implement best practice processes and frameworks that drive efficiency and quality for the sales and operations team.
* Remain vigilant around cost control and operational expenditure.
* Support compliance with industry regulations and reporting requirements.
* Own the resolution of customer complaints to ensure service recovery and brand protection.
Skills Required:
* 5-10 years in a senior sales role, ideally in a B2C environment.
* Proven track record of hitting or exceeding sales targets and driving team-wide conversion improvements.
* Experience in commission-based or incentive-driven teams.
* Experience managing day-to-day operations, including CRM systems, call centre tools, or sales platforms.
* Knowledge of mid‑office systems, ROTA management, and internal workflows.
* Familiarity with managing third‑party platforms or partners
* Demonstrated success in hiring, onboarding, and performance management.
* Skilled at motivating dispersed or remote teams, including setting KPIs and coaching underperformance.
* Experience managing attrition and morale, especially in high‑pressure or target‑driven environments.
* Background in improving customer journey and repeat business rates.
* Comfort resolving customer complaints, escalations, and leading service recovery.
* Understanding of customer communication tone, style, and service standards.
* Ability to interpret sales data and performance reports.
* Confident in budgeting, forecasting, and cost control.
* Experience working with cross‑functional teams (e.g., marketing, product, finance) to align goals.
The Package:
* Salary £50,000 + Bonus
* Competitive salary and great job satisfaction.
* Flexible working, work from home.
* 25 days annual holiday plus bank holidays plus your birthday.
* Competitive pension contributions.
* Access to FAM trips.
* Access to sales incentives.
* Discounts for you, friends and family on all trips.
* Experience in a growing business shaking up a sector.
* Able to influence overall development and direction.
* Making a positive impact on overseas local communities.
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