Contact Centre Sales Team Leader

Explore is an adventure travel expert focused on sustainable small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures to walking wildlife and cycling trips. With around 100 countries to choose from our customers explore the world with us. Join us on our journey creating extraordinary travel experiences for all.

At the heart of all of this is a passion to travel responsibly. We aim to always be welcomed back for communities and cultures to benefit and wildlife to a complicated world thats full of potential we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough Hampshire with 2 days per week in the office. Our office is within walking distance of the train station and has free parking. This is a full-time position however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: 33000 up to 4000 incentive pay bonus

About the role:

As Sales Team Leader you will be responsible for inspiring supporting and motivating a team of Holiday Sales Consultants to deliver exceptional results and achieve sales and performance KPIs across all contact channels. Our Sales Team plays a vital role in guiding customers through their travel journey from first enquiry through to booking ensuring every interaction reflects our passion for exploration and exceptional service.

You will lead by example coaching and developing your team to maximise performance conversion and customer satisfaction. Youll foster a culture that celebrates passion for travel and sales excellence empowering your team to share their enthusiasm and product knowledge to inspire customers. Working closely with the Head of Sales and wider departments youll contribute ideas strategies and insights to drive sales growth optimise multi-channel performance and deliver an outstanding customer experience. Key responsibilities:

• Manage lead and inspire the Sales Team to achieve and exceed sales and service targets across multiple channels (phone online live chat and email).
• Actively train coach and develop team members to maximise productivity sales conversion and overall performance in line with business KPIs.
• Drive motivation through a passion for travel creating a high-energy customer-focused environment that celebrates success and encourages continuous improvement.
• Support the Sales Manager in identifying opportunities to enhance sales performance delivering coaching and actionable insights that improve results.
• Oversee daily workload management ensuring an effective balance between inbound and outbound sales activity and smooth customer journey management.
• Use commercial insight and customer feedback to influence strategy and continuously improve the sales approach across all channels.
• Collaborate with marketing customer experience and operations teams to ensure a seamless end-to-end journey for our customers.
• Take ownership of team recruitment onboarding and training to ensure new starters are set up for success.
• Continuously evaluate and identify opportunities to drive process improvements that increase efficiency conversion and customer satisfaction.
• Promote a fun energetic and high-performing team culture that celebrates success and encourages personal growth.
• Adopt a flexible customer-first attitude supporting the wider team and business as required.

Am I the right person We are looking for your application to demonstrate:

• Experience of meeting sales targets in a contact centre environment.
• Experience of working to sales and performance KPIs.
• Experience of managing customer journeys.
• Proven results in maximising sales and providing exceptional customer service in a target driven dynamic work environment.
• Strong communication and interpersonal skills displaying the ability to connect and build relationships with all teams around the business.
• Effective planning prioritising and organising of workload is crucial.
• Accuracy quality and excellent attention to detail are paramount.
• Thrives on multi-tasking managing multiple situations at once in a busy and demanding environment.
• Enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service.
• Experience in computer booking systems.
• Experience of driving process improvement is desirable.
• Experience of managing training coaching and developing a team is desirable.
• Experience in training delivery is desirable.
• Galileo trained or similar GDS experience is desirable.
• A love for overseas travel will be an advantage.

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group a well-established and diverse family of specialist tour operators with a long tradition of developing and operating market-leading experiences. The family comprises ski walking and Lapland holidays with Inghams and Santas Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.