Team Manager - Guest Services & Sales Manager in Burton upon Trent

As Team Manager of the Guest Services team, you will lead a high-performing group of Guest Services Executives dedicated to delivering exceptional guest experiences across all contact channels. You will also oversee the hybrid team structure, ensuring service expectations are consistently met while managing sales performance and conversion. Working closely with the Head of Guest Experience, you will ensure monthly resource planning across both service and sales is aligned, and that team members are supported through transition. You will inspire, coach, and develop your team to exceed expectations, drive operational excellence, and contribute to strategic initiatives that enhance the overall guest journey. This role is based in Burton on Trent where we operate a hybrid working model.

Key Responsibilities

• Leadership & Team Development
  • Lead, coach, and develop a hybrid team of Guest Services Executives through regular 1:1s, coaching sessions, and performance reviews.
  • Foster a culture of ownership, empowerment, and guest-centric service across both remote and on-site team members.
  • Identify individual and team development needs and implement tailored action plans to support growth and performance.
  • Support recruitment, onboarding, and capability-building of new team members.
  • Spend at least 75% of your time actively engaging with team members or working on their development.
• Operational Oversight
  • Oversee day-to-day operations of the Contact Centre, ensuring all guest interactions are handled promptly, professionally, and accurately.
  • Monitor team performance against KPIs including response times, first contact resolution, guest satisfaction, quality assurance scores, and sales conversion rates.
  • Conduct regular call listening, side‑by‑side coaching, and calibration sessions to ensure consistency and excellence in service and sales delivery.
  • Manage real‑time resourcing across all communication channels (phone, email, live chat), ensuring optimal coverage and responsiveness.
  • Collaborate with the Head of Guest Experience to agree monthly resource plans for both service and sales functions.
  • Ensure smooth transitions between service and sales areas within the hybrid team structure, providing clear communication, support, and a minimum of two months’ notice for any changes to roles, responsibilities, or working patterns.
  • Drive team accountability for achieving agreed sales conversion targets.
  • Monitor individual and team sales performance, providing coaching and support to optimise results.
  • Ensure the team is equipped with the tools, training, and product knowledge required to succeed in a sales environment.
  • Align sales activity with guest experience standards to ensure a seamless and positive journey for all guests.
  • Establish strong connections with the Sales team to ensure alignment across business areas enabling hybrid teams to deliver against strategic objectives for both guest experience and business performance.
• Guest Experience & Escalation Management
  • Act as the escalation point for complex or high‑priority guest queries, ensuring swift and effective resolution.
  • Provide technical guidance and support to team members, empowering them to handle challenging situations confidently.
  • Ensure the team is equipped with up‑to‑date knowledge on products, services, and guest directives.
  • Communicate business‑critical updates clearly and promptly to the team, including product launches, policy changes, and service enhancements.
• Strategic Contribution
  • Lead change and transformation by proactively identifying service and sales gaps, analysing team and guest data, and initiating improvements that elevate the guest experience.
  • Own and drive key projects that align with the strategic goals of the Guest Experience function, ensuring delivery of impactful outcomes and measurable success.
  • Champion the Guest Experience vision by acting as a catalyst for change—translating strategy into action and inspiring others to embrace new ways of working.
  • Represent the Guest Services team in cross‑functional forums, ensuring the voice of the guest is embedded in decision‑making and operational planning.
  • Take ownership of team communication, ensuring clarity, consistency, and alignment on priorities, insights, and successes to maintain momentum and engagement.
  • Collaborate across departments (e.g. Product, Operations, Sales) to influence and embed guest‑centric improvements that support transformation.
  • Support the Head of Guest Experience in leading the adoption of new initiatives, structural changes, and process enhancements driving accountability and progress across the team.

Knowledge, Skills & Experience

• Proven experience in a leadership role within a guest service or sales in contact centre environment, with a strong track record of coaching and performance management.
• Demonstrated ability to coach, mentor, and develop individuals and teams, fostering a high‑performance culture.
• Passionate about delivering exceptional guest experiences and achieving sales targets.
• Skilled in interpreting data and using insights to drive performance and service improvements.
• Excellent communication and interpersonal skills, with the ability to influence, motivate, and build strong relationships across teams.
• Highly organised with the ability to manage competing priorities in a fast‑paced, dynamic environment.
• Confident in using Microsoft Office applications and presenting findings clearly to support decision‑making and continuous improvement.
• Demonstrates sound judgement, integrity, and a proactive approach to problem‑solving.
• Understanding of contact centre technologies and guest service platforms.
• Experience within the travel sector and a genuine passion for travel.
• Experience managing hybrid teams and supporting transitions between service and sales functions.