At a Glance
- Tasks: Lead sales and customer service teams to enhance customer experiences and drive revenue growth.
- Company: Dynamic travel business focused on innovation and outstanding service.
- Benefits: Competitive salary, opportunity for impact, and a chance to shape customer strategy.
- Other info: Join a forward-thinking team and influence meaningful change in customer operations.
- Why this job: Make a real difference in a growing company while embracing technology and innovation.
- Qualifications: Proven leadership in sales-focused contact centres and strong analytical skills.
The predicted salary is between 50000 - 65000 £ per year.
We're looking for an experienced and forward-thinking leader to head up our Sales Contact Centre and Customer Services teams. This is a pivotal role within our travel business, responsible for increasing revenue, improving conversion rates and ensuring every customer interaction reflects our commitment to outstanding service. You’ll lead high-performing teams across sales and customer service operations, developing an omnichannel contact strategy that delivers results across phone, email, live chat, social media and digital channels. We're particularly interested in candidates who have successfully used automation, AI, self-service technology and process improvement initiatives to reduce avoidable contacts, improve efficiency and allow teams to focus on higher-value customer interactions and sales opportunities.
What You’ll Be Doing
- Driving sales performance, conversion and revenue growth through the Contact Centre.
- Leading and developing sales and customer service teams.
- Creating exceptional customer experiences across all contact channels.
- Managing customer feedback, complaints and complex escalations.
- Ensuring compliance with Package Travel Regulations and company policies.
- Using data and insight to improve performance and customer outcomes.
- Implementing automation and digital solutions to streamline processes.
- Working closely with senior stakeholders to influence commercial performance and customer strategy.
What We’re Looking For
- Proven experience leading a sales-focused contact centre or customer operations function.
- A strong track record of delivering commercial growth through increased conversion and retention through contact centres.
- Experience managing customer service and complaint handling teams.
- Expertise in workforce planning, performance management and coaching.
- Strong analytical and reporting capabilities.
- Excellent leadership, communication and stakeholder management skills.
- Ideally some experience optimising automation, AI, self-service solutions while maintaining and enhancing customer experience.
Why Join Us?
This is an opportunity to make a real impact within a growing and forward thinking travel business. You’ll be able to help influence our customer contact strategy, drive meaningful change and introduce innovative solutions that improve both customer experience and commercial performance. If you’re passionate about leading people, delivering commercial results and embracing technology to transform customer operations, we’d love to hear from you.
Head of Contact Centre Sales and Customer Experience in Cheltenham employer: Just Go! Holidays
Join our dynamic travel business in Cheltenham as the Head of Contact Centre Sales and Customer Experience, where you will lead high-performing teams to drive sales performance and enhance customer interactions across multiple channels. We pride ourselves on fostering a collaborative work culture that values innovation and employee growth, offering opportunities to implement cutting-edge technology and strategies that make a tangible impact. With a competitive salary and a commitment to outstanding service, this role is perfect for those looking to thrive in a forward-thinking environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Centre Sales and Customer Experience in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Just Go! Holidays. 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 Just Go! Holidays 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 Contact Centre Sales and Customer Experience in Cheltenham
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 Just Go! Holidays:Your cover letter is your chance to shine! Tell us why you want to work at Just Go! Holidays 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 Just Go! Holidays!
How to prepare for a job interview at Just Go! Holidays
✨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.
