Steps to Success - Learning and Development Team Leader

The Steps to Success Learning & Development (L&D) Team is dedicated to empowering our colleagues to perform at their absolute best. Working closely with key stakeholders, tourist boards, and trade partners, the team uses creativity and industry expertise to design and deliver high-quality training sessions. These sessions cover a wide range of topics including destinations, supplier offerings, and core travel KPIs—ensuring our sales colleagues have the product knowledge, skills, and confidence needed to excel in their markets.

As Team Leader, you will play a pivotal role in supporting the team throughout the creation of these bespoke Steps to Success workshops. You will be responsible for reviewing and signing off all content prior to delivery, providing regular updates on workshop attendance and feedback, and demonstrating strong leadership by setting a clear example of excellence.

Because our colleagues are at the heart of everything we do, exceptional customer service experience is essential.

What will be your key responsibilities?

*       Work collaboratively with internal and external stakeholders—including tourist boards and trade partners—to create, design, and deliver high-quality training materials and workshops for colleagues at all levels.

*       Review and sign off all training content prior to delivery, ensuring full alignment with the Steps to Success principles.

*       Demonstrate strong leadership skills, acting as a role model and leading the team by example.

*       Serve as a key liaison between the L&D team and the Steps to Success Management team, ensuring clear communication and alignment.

*       Support in preparing monthly board updates and attend monthly meetings in Sunderland when required.

*       Delegate tasks effectively, monitor progress, and ensure all work meets agreed objectives and adheres to the Steps to Success standards.

*       Motivate, guide, and support team members to achieve goals, foster a positive working environment, and contribute to their personal development.

*       Collaborate closely with product teams to ensure all training materials support business objectives and align with supplier seasonal launch programmes.

 What competencies we are looking for? 

*       Strong leadership abilities paired with a positive, can-do attitude.

*       Exceptional travel product knowledge with a solid understanding of the industry landscape.

*       Excellent organisational and time-management skills, with the ability to prioritise effectively.

*       A proactive approach to change and challenges, demonstrating resilience and adaptability.

*       Strong initiative and the ability to drive business objectives forward independently.

*       Flexibility to meet the evolving needs of the business.

*       Adaptability in a fast-paced, changing environment.

*       High levels of accuracy, strong administrative capabilities, and exceptional attention to detail.

*       Strong digital skills and confidence using virtual learning platforms.

*       Competence with key technologies including Excel, Word, and PowerPoint.

*       Confident and assertive classroom management skills.

*       Enthusiastic, self-motivated, and able to work both independently and collaboratively.

*       Ability to work effectively with colleagues from diverse backgrounds.

*       Excellent verbal and written communication skills.

*       Ability to liaise confidently with staff at all levels across the organisation.

*       Strong motivational skills, maintaining professionalism and positivity at all times.

*       Ability to understand and respond to the needs of the business and colleagues.

*       A reflective mindset with the initiative to continually enhance and improve work processes and outputs.

What experience we are looking for? 

• Experience of leading a successful team
• Previous experience working within the Travel industry is essential
• Excellent knowledge of the Cruise and Long-Haul markets
• Exceptional customer service experience

Desirable but not Essential  

• Completed CLIA training
• Assessment award
• IQA award
• Training/ Teaching award
• Previous managerial/assistant manager experience.
• Assertive/confident classroom management techniques

About Us

As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays, alongside excellent customer service. We work with all leading suppliers and

can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 500 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years and continue to grow each year.

Our values

Our SMILE values are embedded into our company and ensure our teams work strongly together. You and all our colleagues will ensure that the Hays Travel values are always demonstrated.

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work. We're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.