Optimum Recruitment Group are proud to be working with a well established and successful travel business based in central York, who are looking to appoint a Relationship Manager to the team.
The role is responsible for the effective relationship, engagement and communication of our Tour Manager community, along with the leadership, development and operational management of the Tour Manager team. This role ensures that our self-employed Tour Manager community receives the necessary support, engagement and resources to deliver an outstanding customer experience.
Your duties will be to:
* Lead, manage and develop the team that provides direct support to the Tour Manager community, ensuring efficiency and high service standards in line with Service Level Agreements.
* Manage performance in line with SLAs while ensuring the team provides a high-quality service and support to Tour Managers.
* Build effective, professional and supportive relationships with all Tour Managers, managing their journey from recruitment through to exit.
* Work with key teams to improve Tour Manager quality through attending quality meetings and owning, identifying and driving actions to support Tour Manager quality improvement.
* Ensure Tour Managers receive regular feedback to support performance in their role, including handling difficult feedback conversations, working with Tour Managers to understand situations and elevate their performance, and the termination of engagement when necessary.
* Own and manage the St Pancras departure office to ensure it is effectively resourced to support Tour Managers and customers, including rota management and management and leadership of the remote team.
* Ensure the business retains effective and positive engagement with the Tour Manager community through facilitating annual conferences, regular webinars and communication forums to foster collaboration and information sharing.
* Oversee the recruitment of high-quality Tour Managers through a fair and effective recruitment process, ensuring all applicants receive a consistent and high-quality experience.
* Ensure thorough induction of new Tour Managers so they are fully onboarded and set up for success from the outset, including co-facilitating new starter introductory workshops.
* Collaborate and facilitate team collaboration with other key teams, such as Operational Delivery, to deliver a great experience for our Tour Manager community.
* Work with teams across the business to ensure our Tour Managers have the resources they need to reach their full potential.
* Ensure all business as usual activities are followed and completed to a high standard by the Tour Manager team.
* Any other duties reasonably expected for the role.
Can you demonstrate the following key skills and experiences:
* Strong leadership, coaching and people management skills.
* Experience working in a role managing a geographically dispersed team of professionals is essential.
* Strong communication and interpersonal skills, with the ability to quickly build relationships and trust with diverse stakeholders.
* A Customer First approach and ability to instil this in others.
* Comfortable delivering feedback and handling challenging conversations.
* Desire to be hands-on alongside managing and leading the team.
* Your background may be retail, HR, tour operations or a related leadership role.
* Experience within the travel industry is desirable but not essential.
Competitive salary and benefits