At a Glance
- Tasks: Lead a dynamic contact centre team to boost sales and enhance customer service.
- Company: Successful Birmingham-based tour operator with a focus on travel.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Join a vibrant team and shape the future of travel operations.
- Why this job: Take charge of operations and drive performance in a thriving travel business.
- Qualifications: Experience in call centre management, strong leadership, and problem-solving skills.
The predicted salary is between 35000 - 40000 £ per year.
Want to take the next step in your travel career and lead the sales & operational performance of a successful tour operator's contact centre team?
Are you a commercially driven Sales & Operations Manager who thrives on improving sales, performance, customer service and operational efficiency?
Do you have the leadership skills to manage managers, drive accountability and take control when things don't go to plan?
I am looking for an experienced Call Centre Operations Manager to join a successful Birmingham based tour operator, where you will take overall responsibility for the day-to-day operational performance of the business.
From driving sales conversion and revenue performance through to overseeing after-sales, ticketing, customer service and operational support, this is a key leadership role with real influence across the business.
THE JOB
- Taking overall responsibility for sales performance and operational delivery across the business.
- Leading and managing Operational Department Managers, ensuring strong performance, accountability and engagement.
- Driving sales conversion, productivity, revenue per call and overall commercial performance.
- Monitoring daily, weekly and monthly KPIs, identifying performance gaps and implementing corrective action.
- Overseeing Sales, After-Sales / Customer Service, Sales Support, Offline Support, Ticketing & Processing and Administration.
- Ensuring smooth processes and effective handovers across the full customer journey, from initial enquiry through to post-sale support and ticketing.
- Overseeing after-sales service and ticketing accuracy, ensuring issues are resolved efficiently and within agreed SLAs.
- Reducing errors, delays, rework and customer complaints through strong performance management and process improvement.
- Producing and analysing management reports covering sales performance, conversion, revenue, cancellations, amendments and year-on-year comparisons.
- Using data and insight to identify opportunities for improvement and increase operational efficiency.
- Acting as the senior operational lead during crises, including supplier failures, flight disruption, system outages and high-volume customer incidents.
- Coordinating cross-departmental responses during operational incidents and ensuring clear communication throughout.
- Overseeing operational recovery, including rebookings, refunds, ticketing amendments and the resolution of backlogs.
- Conducting post-incident reviews and developing effective contingency and business continuity plans.
- Ensuring systems, processes, website content, sales messaging and call routing remain accurate and effective.
- Maintaining high standards of quality, regulatory compliance and GDPR across all operational departments.
- Supporting the introduction of new products, initiatives and system changes.
EXPERIENCE REQUIRED
To be successful in this role, you will have proven experience managing performance within a call-centre or contact-centre environment, ideally within travel or a tour operator environment.
You will be a strong commercial leader with a proven track record of driving sales performance, conversion and operational efficiency.
You will need to be confident managing managers, coaching and developing teams, analysing performance data and making informed decisions under pressure.
Excellent problem-solving skills are essential, as is the ability to take ownership during operational crises and ensure the business continues to deliver for its customers.
THE PACKAGE
You will receive a competitive salary circa £35k pa - £40k pa DOE.
This is a fantastic opportunity to take a senior operational leadership role within a successful travel business, with the opportunity to make a genuine impact on sales performance, customer experience and the overall efficiency of the operation.
INTERESTED
Please follow the instructions to apply, attaching your CV.
This vacancy is being managed by Claire Muge.
I can be contacted on 0121 450 9776 or .
Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry?
We have a variety of different opportunities, so do submit your CV to us!
You must have full rights to work in the UK.
We have a high volume of applications, so unfortunately we are unable to reply to unsuccessful applicants.
Call Centre Manager in Birmingham employer: Travel Trade Recruitment
Join a leading Travel Management Company in the vibrant City of London, where we pride ourselves on delivering premium service and fostering a collaborative work culture. As a Senior Travel Consultant, you'll benefit from competitive salaries, ongoing professional development opportunities, and a supportive environment that values your expertise in Amadeus and international travel. Experience the unique advantage of working in one of the world's most dynamic cities, surrounded by a team dedicated to excellence and innovation in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Travel Trade Recruitment. 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 Travel Trade Recruitment 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 Call Centre Manager in Birmingham
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 Travel Trade Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Travel Trade Recruitment 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 Travel Trade Recruitment!
How to prepare for a job interview at Travel Trade Recruitment
✨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.
