Vista - Worldwide Reservations Team Leader

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 470 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. 

What are we looking for? 

This is an exciting role for a confident, sales driven individual who has good leadership qualities and a positive can do attitude. Assisting with the day to day operation of the Vista Sales Call Centre, you will manage, coach and develop a team of agents, motivating them to deliver exceptional customer service. You will be responsible for delivering the team targets on a monthly basis.

What will be your key responsibilities? 

• Supervise and lead by example whilst motivating a team 
• Maximise team sales to achieve targets 
• Pro-actively identify/address performance and conduct issues 
• Carry out daily enquiry audits and KPI reviews 
• Assist in emergency or operational difficulties 
• Pro-actively build and maintain relationships between departments and divisions 
• Provide motivational and inspiring weekly Buzz sessions 
• Assist with call monitoring and providing constructive feedback 
• Effectively communicate and positively promote organisational changes 
• Encourage training opportunities within the workplace 
• Motivate, praise and encourage staff through open and honest communication 
• Ensure administration and customer service standards are upheld and in line with company standards 

What competencies we are looking for? 

• Commitment to contribute to the growth of the business and the development of the team 
• Ensure that the company values are demonstrated at all times and that others follow this standard 
• Excellent verbal and written communication skills 
• Ability to liaise with staff at all levels 
• Effective motivational skills and the ability to remain positive and professional at all times 
• Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team 
• Ability to work effectively with people from diverse backgrounds 
• Has worked within teams based at various locations 

What experience we are looking for? 

• Customer service experience 
• Excellent product Knowledge 
• Worked within a Travel Sales environment 
• Experience of leading a team (essential, but not required) 

About Us 

As the UK’s largest independent travel agency, Hays Travel specialise 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 470 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 in to our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times. 

• Supportive 
• Motivational 
• Innovative 
• Loyal 
• Excellence 

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