At a Glance
- Tasks: Lead customer service teams to drive sales and deliver exceptional experiences.
- Company: Join Fred. Olsen Travel, a family-oriented travel company with a strong reputation.
- Benefits: Enjoy competitive salary, private medical, life assurance, and exclusive discounts.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in the travel industry while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 40000 - 50000 £ per year.
Location: Ipswich - Head Office
Salary: Competitive
Benefits: AXA Health Private medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our Boost Benefits scheme.
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 six 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. The Fred. Holidays tour operation supports both the trade and direct consumer through its ability to tailor‑make each and every holiday style.
Responsibilities
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).
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. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
We know our people are our biggest strength, and we’re determined to continuously enhance the way we manage, develop, and lead. Here at Fred. Olsen Travel we are proud to be accredited by Investors in People, and we take pride in putting our employees first.
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.
Fred. Olsen Travel offers a range of company benefits including BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme.
Head of Customer Growth in Ipswich employer: Fred. Olsen Travel
At Fred. Olsen Travel, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and personal growth. Located in Ipswich, our Head Office provides a dynamic environment where you can thrive as the Head of Customer Growth, with access to competitive benefits such as private medical insurance, life assurance, and generous discounts on holidays and retail. We are committed to investing in our employees' development, ensuring you have the tools and opportunities to excel in your career while contributing to our mission of delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Growth in Ipswich
✨Get Involved in Local Travel Events
Join local tourism fairs or travel expos in your area. These events are a treasure trove for networking, and you can often meet hiring managers from companies like Fred. Olsen Travel who are looking for fresh talent for roles like Head of Customer Growth.
✨Showcase Your Travel Know-How
Create a travel blog or use social media to share your experiences and insights about different destinations. This can help you stand out to recruiters in the travel industry, demonstrating your passion for the sector and your ability to engage with an audience.
✨Connect with Alumni from Your School
Check out alumni groups linked to the travel and tourism sectors. Often, these connections can lead to inside info about opportunities at companies like Fred. Olsen Travel and give you a leg up for your Head of Customer Growth application.
✨Don’t Shy Away from Cold Emails
If there's a dream company you want to join, don’t hesitate to send a friendly email to their HR or recruitment team. Express your interest in their vision and mention that you’re keen on any Head of Customer Growth openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace Head of Customer Growth in Ipswich
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Head of Customer Growth role at Fred. Olsen Travel.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Head of Customer Growth position at Fred. Olsen Travel.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of Fred. Olsen Travel.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to Fred. Olsen Travel's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Head of Customer Growth.
How to prepare for a job interview at Fred. Olsen Travel
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at Fred. Olsen Travel.
