At a Glance
- Tasks: Lead customer service teams to enhance sales performance and customer satisfaction.
- Company: Join Fred Olsen Travel, a trusted name in the travel industry since 1988.
- Benefits: Enjoy private medical insurance, life assurance, discounted holidays, and retail perks.
- Other info: Full-time role with a supportive and inclusive work environment.
- Why this job: Make a real impact by driving customer growth and leading a passionate team.
- Qualifications: Experience in customer service leadership and a passion for travel.
The predicted salary is between 50000 - 65000 £ per year.
Fred Olsen Travel was established in 1988 with family values at its heart and knowledgeable staff across the board. As one of the UK’s most established travel companies, Fred. Olsen Travel provides outstanding customer service, choice and value for money through our distinct specialisms, covering land, river and sea to go along with the multiple high street travel agencies dotted around East Anglia and the South Coast. Our mission is to be a world class provider of travel products and services with a reputation for outstanding customer service, unrivalled choice, exceptional quality and value for money.
We continue to go from strength to strength and are now in a position to recruit a highly motivated and dedicated Head of Customer Growth to join the Fred. Holidays team based in our Ipswich Head Office. Fred. Holidays is a tailor-made tour operator with distinct specialist sales areas including European Land, Rail Journeys, Ocean Cruises and River Cruises. Each product is hand crafted by our specialist sales team adapting the holiday to the customers’ requirements, this includes hotel rating and location, UK departure points, inclusive activities, multi-centre stays and more.
As Head of Customer Growth, you will lead the Reservations and Customer Services Contact Centres at Fred. Holidays, ensuring a consistently high standard of sales performance and customer service across all customer interactions. You will be responsible for driving departmental productivity and performance, keeping teams engaged, motivated, and focused on maximising revenue while delivering exceptional customer experiences.
This role will oversee the achievement of key business objectives, including sales and conversion targets, income performance, service levels, Net Promoter Score (NPS), and the delivery of both pre- and post-travel support services. In addition, you will play a key role in coaching and developing a high-performing team of skilled customer service and sales professionals, fostering a culture of continuous improvement and excellence.
This is an exciting opportunity to take responsibility for the leadership and day-to-day management of both the Contact Centre and Business Development functions. You will lead and inspire the Contact Centre team, Business Development Managers, and support teams by providing clear direction, ongoing coaching, training, and personal development opportunities to build a culture of high performance and accountability. The position will also play a key role in recruitment, onboarding, and performance management, ensuring teams are motivated, engaged, and equipped to achieve business objectives.
You will also represent the department at internal meetings, industry events, and sales functions, contributing ideas, insights, and strategic support to drive continued growth and success. Located at our Head Office (Fred Olsen House, 42 White House Road, Ipswich, IP1 5LL) this position is Full-Time, working 35 hours per week (Monday - Friday 9am - 5pm).
Fred. Olsen Travel offers a range of company benefits including Axa Private medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our Boost Benefits scheme. As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested.
Our values are:
- Customer Driven: We strive to look through the lens of each customer to ensure we continuously put their needs and expectations at the heart of everything we do.
- Valuing Diversity: We believe differing views and experiences make us stronger. By working to create a representative and inclusive business, we can deliver the right solution to our customers in the right way.
- Investing in people: We believe that by continuously seeking to grow personally and professionally develop our people, we can improve our future today.
- Winning Together: We deliver our best outcomes and results when we all pull in the same direction, creating a positive team spirit where people feel valued, support each other and share in success together.
- Doing the right thing: We pride ourselves on doing what is right and building trust in every situation with our people, customers and community.
Head of Customer Growth in Ipswich employer: FRED. OLSEN TRAVEL LIMITED
Fred Olsen Travel is an exceptional employer that prioritises family values and employee development, making it a fantastic place to work for the Head of Customer Growth role. Located in Ipswich, our supportive work culture fosters continuous improvement and inclusivity, while offering competitive benefits such as private medical insurance, life assurance, and generous discounts on holidays. We are committed to investing in our employees' growth, ensuring they feel valued and empowered to achieve both personal and professional success.
Contact Details:
FRED. OLSEN TRAVEL LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Growth in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FRED. OLSEN TRAVEL LIMITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FRED. OLSEN TRAVEL LIMITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Growth in Ipswich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FRED. OLSEN TRAVEL LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at FRED. OLSEN TRAVEL LIMITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FRED. OLSEN TRAVEL LIMITED!
How to prepare for a job interview at FRED. OLSEN TRAVEL LIMITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
