Travel Centre Team Leader

About the role

As the Travel Centre Team Leader you will lead, coach and develop a team of multi‑skilled Travel Consultants delivering sales and service across phone, email and web‑chat. You will be responsible for driving sales performance, maximising conversion opportunities and ensuring outstanding guest experiences.

Key responsibilities

• Accountability for overall KPI performance of Travel Sales Consultants, including sales and revenue targets, call centre metrics, web‑chat/email response, upselling, cross‑selling, quality SLAs and individual NPS results.
• Coach and develop consultants to meet individual and team KPIs while maintaining a 5‑star sales and service experience.
• Lead and participate in Employee Opinion Survey action plans to improve team engagement.
• Assist in managing activity arising from disruption or cancellation of journeys, ensuring timely communication and resolution.
• Monitor data and insights to identify performance improvement opportunities and drive continuous improvement.

Required profile

• Proven experience managing and developing high‑performing teams in a fast‑paced, multi‑channel environment.
• Strong sales mindset with a track record of achieving targets and delivering exceptional customer experiences.
• Effective communicator and coach who builds relationships, motivates staff and drives accountability.
• Ability to thrive under pressure, adapt quickly to changing priorities and maintain a calm, solutions‑focused approach.
• Highly organised and proactive, using data and insights to improve performance.
• Experience in a call‑centre or travel/tourism setting and confidence working across multiple systems and stakeholders.

Required skills