Sales team manager - contact centre

Job Title: Sales Team Manager - Contact Centre

Location: Burton Upon Trent/Hybrid (min 2x office days)

Riviera Travel is a leader in creating exceptional travel experiences, known for its high-quality escorted tours, river cruises, and solo holidays. With a strong heritage and a passion for detail, every journey is carefully designed to deliver memorable moments from start to finish. Joining Riviera means being part of a collaborative and people focused business where your work directly contributes to bringing unforgettable experiences to life for customers across the UK and beyond.

The role:

As the Sales Team Manager, you will play a pivotal role in shaping and leading a team through an exciting period of transformation. With a renewed focus on how we engage, sell, and connect with customers, you will drive a shift in mindset, embedding a more proactive, insight led, and opportunity focused approach across the team. You will develop and inspire a high performing team of Sales Executives, balancing strong performance delivery with exceptional customer experience. Through coaching, influence, and clear direction, you will create an environment where every interaction feels personal, engaging, and commercially impactful. You will lead from the front, supporting your team to embrace new ways of working, build confidence in a changing landscape, and ultimately play a key role in redefining how holidays are sold through meaningful and inspiring conversations.

This is a role where leadership meets storytelling.

What You’ll be doing:

• Leading daily performance across a multi-channel sales team including phone, email, and live chat
• Creating a culture of high quality, emotionally engaging sales conversations
• Coaching individuals to improve conversion, confidence, and customer outcomes
• Using insight from call listening and quality measures to drive continuous improvement
• Developing tailored plans that support progression and performance
• Take ownership of sourcing and analysing data to guide sales activity, using insight led decision making to uncover opportunities and maximise results
• Working closely with the Head of Sales to implement improvements and new ways of working
• Supporting recruitment, onboarding, and development of new team members

Your Expertise:

• A proven background in sales leadership within a target driven environment
• Hands on experience in change management, with evidence of successfully delivering and embedding change across teams
• Strong background in data driven sales management, with the ability to independently source insights and translate them into measurable results
• Skilled in developing individuals through coaching, supporting them to adopt new approaches, build confidence, and improve performance in a changing environment
• Confidence working across multi-channel sales environments
• A proactive and resilient mindset with a strong focus on performance
• A natural ability to build engaging, customer centred conversations
• A leadership style that motivates, inspires, and builds trust

How We’ll Take Care of You: We believe in rewarding our team with great benefits and opportunities for growth

• Competitive Salary - Up to £40,000 (DOE) uncapped commission with realistic on target earnings of £50,000+
• Hybrid working – flexibility to work from home and the office
• 27 days holiday + bank holidays (with holiday buy and flexible bank holidays)
• Staff travel discounts – Up to 60% discount on Riviera Travel with options for family & friends
• Career development – access to Learnerbly and clear career pathways.
• Employee discounts – on our award-winning holidays for you, friends, and family.
• Wellbeing support – Employee Assistance Programme, virtual dentist
• Perks & savings – Benefit Hub discounts, gym membership, cycle-to-work scheme.
• Financial security – pension scheme and life assurance

Why join Riviera Travel:

This is more than managing numbers. It is about building a team that connects with customers, brings experiences to life, and creates memorable journeys from the very first conversation.

If you enjoy developing people, driving results, and shaping how customers experience a brand, this is a role where you can make a real difference.

If you’re ready to lead a passionate team at Riviera Travel and make a tangible impact on traveller's lives, we’d love to hear from you, embark on this exciting journey with us today!