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Sales Operations Manager

Chester, Cheshire West and Chester, England

up to £35,000 DOE


Job Description: Sales Operations Manager

Location: Chester HQ One City Placel

Reporting to: Head of Sales

Role Purpose

Sykes Holiday Cottages is one of the UKs largest independent holiday letting agency; a successful travel business with strong year-over-year growth and ambitious growth plans. Amongst our ongoing success we are constantly adding the best local talent to our Sales and Operations team instrumental in delivering gold standard customer service to each and every one of our Customers and Owners and ensuring our place at the top of our market! At Sykes we arepassionate about Customer Service and are dedicated to delivering excellence toour growing list of Owners and Customers. We pride ourselves on our growingcustomer base which thanks to our ongoing success is growing by the day. Assuch our fast paced Operations Team are looking to add a hands-on, experiencedSales and Operations Manager to our Operations department. Thisis the perfect opportunity for a passionate, sales orientated individual to motivate,develop and drive our team of Reservations & Web Support (Live Chat) TeamManagers to deliver the highest levels of conversion, quality and customerservice via their individual teams.

Role Outline

As our newest SalesOperations Manager you will be joining our fast-paced, lively Operations Departmentwhuch currently stands as one of the largest team within the Sykes brand. Youwill be responsible for leading and motivating a team of 6 Sales Managers andthe wider call centre team to succeed against a number of set targets.

Day to day your rolewill involve ensuring your direct teams, along with the Operations departmentare driven to succeed, to ensure that the Reservations & Live Chatdepartment exceed their sales targets, deliver outstanding customer service,exceptional quality and are a results driven environment.

The Sales OperationsManager must have proven leadership experience and success in managing a teamof managers, driving change, have a proven track record in improving resultsalongside delivering outstanding customer service and quality.

As our SalesOperations Manager, you will be accountable for the following areas:

  • Accountable for Telephony and Live Chat teams within the Call Centre.Deliver and monitor department key performance indicators.

  • Accountable for optimum staffing at all times.

  • Accountable for recruitment for your team.

  • Accountable for a fun and energetic environment

  • Conduct regular reviews of Reservations & Web Team Managerperformance

  • Lead the call centre to maximise sales revenue/ income per booking andcoaching and developing Team Managers

  • Maintain a high sales culture at all times, ensuring the call centrefocuses on conversion and capitalising on all opportunities to up-sell.

  • Identify areas for improved profitability and growth, makingrecommendations to the Call Centre Senior Management team.

  • Feedback to relevant department on improvements based on staff/customerfeedback

  • To ensure all team members adhere to FCA regulations

  • Motivate, mentor, train and support team members

  • Understand all organisations products, services, procedures, guidelines.

  • Ensure that all HR and people management processes are managed in linewith Company guidelines

  • Manage the budgets in unison with Call Centre senior management withparticular focus on recruitment costs.

Skill Requirements

Essential to have:

  • Previous Call Centre management experience in a Sales environment
  • Proven track record in driving results
  • Change management skills
  • Proven track record in motivating a team of managers along with a salesteam
  • Excellent time management skills
  • Ability to recognise problems and areas for improvements
  • Strong communication skills, both written and verbal

Desirable Experience

  • Knowledge of HR policies, practises and procedures
  • Project management skills
  • Previous Telephone Sales Operational experience
  • Previous outbound call centre management experience

Personal Attributes in line with Sykes Key Values:

Living by our Values of WE:

  • Earn Trust

  • Drive innovation & Change

  • Achieve together

  • Grow & Learn

  • Communicate honestly

About Us

Sykes is one of the UK's leading independent holiday cottage rental providers. By 2020, we're aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped us succeeding before. Our success has been recognised both within and beyond our industry - we've won a prestigious "Best in Industry" award at the British Travel Awards for the last five years, and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". We're a fast-paced, exciting company to work for, but haven't forgotten our roots from Sykes' founding days at a kitchen table. line-height:13.5pt'>Although we workhard, we also believe in rewarding that hard work. In addition to salaries, weoffer a generous benefits package including:

  • 33 days holiday (including bank holidays)
  • An additional day off during the week of your Birthday
  • Annual bonus scheme
  • Staff pension
  • Private Medical
  • Death in Service payment
  • Subsidised park and ride passes
  • Enhanced Maternity and Paternity pay
  • Long service awards - cash payments and increases in holiday allowances
  • Staff discount on cottage holidays
  • Free worldwide travel insurance (including family members)
  • Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office

Posted 20 days ago

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