At a Glance
- Tasks: Lead a dynamic contact centre team to boost sales and enhance customer service.
- Company: Thriving Birmingham-based tour operator with a focus on innovation.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Other info: Join a supportive team where your contributions truly matter.
- Why this job: Step up your travel career and drive operational excellence in a vibrant environment.
- 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.
You must have full rights to work in the UK.
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Tour Operator Contact 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 Tour Operator Contact Centre Manager in Birmingham
✨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 Travel Trade Recruitment who are looking for fresh talent for roles like Tour Operator Contact Centre Manager.
✨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 Travel Trade Recruitment and give you a leg up for your Tour Operator Contact Centre Manager 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 Tour Operator Contact Centre Manager openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace Tour Operator Contact Centre Manager in Birmingham
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 Tour Operator Contact Centre Manager role at Travel Trade Recruitment.
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 Tour Operator Contact Centre Manager position at Travel Trade Recruitment.
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 Travel Trade Recruitment.
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 Travel Trade Recruitment's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Tour Operator Contact Centre Manager.
How to prepare for a job interview at Travel Trade Recruitment
✨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 Travel Trade Recruitment.
