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
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Head of Customer Growth role, and who knows? They might just have the perfect lead for you.
✨Tip Number 2
Prepare for those interviews! Research Fred. Olsen Travel and understand their values and mission. Tailor your answers to show how you can drive customer growth while aligning with their customer-driven approach.
✨Tip Number 3
Show off your skills! If you have any relevant achievements or case studies, be ready to share them during interviews. Demonstrating your past successes can really set you apart from the competition.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Fred. Olsen Travel family.
We think you need these skills to ace Head of Customer Growth in Ipswich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer growth and team leadership. We want to see how your skills align with our mission of outstanding customer service!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Numbers speak volumes, so if you’ve boosted sales or improved customer satisfaction, let us know!
Be Authentic:We love genuine personalities! When writing your application, let your true self shine through. Share your passion for travel and customer service, and why you’re excited about the opportunity with us.
Apply Through Our Website:For a smooth application process, make sure to apply directly through our website. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at Fred. Olsen Travel
✨Know Your Stuff
Before the interview, dive deep into Fred. Olsen Travel's mission and values. Understand their customer service approach and how they tailor holidays. This will help you align your answers with what they value most.
✨Showcase Leadership Skills
As a Head of Customer Growth, you'll need to demonstrate your leadership abilities. Prepare examples of how you've motivated teams, driven performance, and improved customer experiences in previous roles. Be ready to discuss specific outcomes.
✨Engage with Their Culture
Fred. Olsen Travel values diversity and teamwork. During the interview, share your thoughts on creating an inclusive environment and how you’ve fostered collaboration in past positions. This shows you’re a good fit for their culture.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company’s future. Inquire about their strategies for achieving sales targets or enhancing customer satisfaction. This not only shows your interest but also your strategic thinking.
