CHANGING LIVES THROUGH TRAVEL

At G Touring we’re passionate about travel and we love exploring the world with our customers, while we explore it together our goal is to try and help the places we go to and the people that live there. G Touring operates two market leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is one of the original dedicated solo operators. G Touring is built on the mission of Changing People’s Lives Through Travel.
Leading the way in guided touring holidays, Travelsphere takes its customers all over the world and is centred around the customers’ shared experiences. Just You’s collection of worldwide guided touring holidays has been designed exclusively for solo travellers. From short breaks to epic journeys, customers travelling with Just You discover fascinating cities, spectacular scenery, and fabulous sightseeing in the company of other solo travellers.
We are always looking for people to join our team who have a desire to go above and beyond for the customer to deliver excellence, who have a passion for travel, who are bold and fearless and love to share their experiences and learning.

PURPOSE OF THE ROLE:

To lead, manage and motivate a team to reinforce and develop outstanding behaviours to drive holiday bookings, customer retention, engagement and achieve results that deliver our business goals. Inspiring the team to deliver an individual experience through first-class holiday expertise and customer service.
Location: This role is based in our office in Market Harborough.

IN THIS ROLE YOU WILL;

• Support direct reports in developing their performance to an agreed level of excellence.
• Monitor and manage performance through coaching, 1-2-1’s, reviews and smart objective setting.
• Identify individual development needs for each team member, developing a coaching and development plan to help maximise their potential, performance, results increasing customer satisfaction and loyalty.
• Work with all team members to develop the customer experience in line with the G-Touring Customer Framework.
• Build a Team who are highly skilled, customer-focused focused and maximise all sales and service opportunities, offering solutions to our customers needs.
• Hold regular team meetings to encourage sharing of knowledge, best practice, successes and building team morale.
• Recognise outstanding performance and celebrate success with the team, sharing those successes with the wider business.
• Manage resources, ensuring there is enough cover to service the customer requirements across all contact channels (eg voice, email, live chat)
• Manage pre-travel services, communications and documentation distribution relating to ancillary or included services, tour changes, travel updates, Visa and entry requirements.
• Deliver web booking support and action customer special requirements.
• Support to fulfil 3rd party bookings and pre-travel requirements.
• Support areas of the business to obtain required information and payments
• Effectively and consistently manage the team, as per the company policy, guidelines and procedures
• Work as part of the Contact Centre management team to drive change and improvements within the department.
• Regularly act as Duty Manager for the office.
• Inspire others to demonstrate company values and strive for self-development.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL:

• Previous experience and preferred proven leadership skills within a customer centric and sales focused role.
• Be a result-driven achiever.
• Be able to analyse data and management information
• Be forward-thinking with the ability to recommend and help drive change
• Motivate others and self, adapting to personal style and situations
• Communicate effectively to inspire others to be their best
• Deal with complex issues
• Handle all customer issues in a professional and solution-driven manner
• Make decisions and take ownership with a solution-focused approach
• Be positive, confident, efficient, and organised