Who we are ¡Hola We’re On the Beach. There’s over 500 of us; our mission is to help people holiday better and more often We send nearly two million people on holiday every year (not together) and we’re expecting to get to three million pretty sharpish. Why? Because we’re the only holiday company who truly gets why going on your holidays is the best week or two of the year. With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low-cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun… We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA. You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. What you'll be doing We have an exciting opportunity for a Team Leader to join our growing Retentions & Group Sales team. We are on the lookout for someone who is enthusiastic, passionate about people and committed to providing an exceptional service to our customers. As part of the Retentions/Group Sales management team, you will be responsible for ensuring your team's achievement of agreed KPIs, developing/coaching them to be “high flying” performers and the implementation of new processes. These processes are required to improve both the performance of team members and the automated booking system that underpins orders placed by customers via our website. The salary for this role is £26,500 - £31,000 FTE basic plus commission. As a Retentions & Group Sales Team Leader your responsibilities will include: Effectively lead, coach, develop and support a team of c.12 Sales and Retention beachers, to maintain a culture that exceeds customer expectations that delivers against our acquisition objectives Motivating employees to drive a high performing, engaging culture and driving team performance to meet our ambitious goals Managing customer contacts through various channels; chat, tickets, voice, email to ensure performance metrics are achieved Owning customer escalations to help resolve the issues and ensuring positive outcomes Communicating and engaging with your team You'll be a great addition to our team if you have the following skills, knowledge and experience Contact Centre Management experience – chat, voice, email etc Excellent organisational and communication skills (both verbal and written) An excellent understanding of Sales/Retentions team and proven ability to manage workload Previous Travel Industry experience Results focused and committed to the values surrounding outstanding service delivery through effective people management Experience working to and achieving KPI’s The ability to respond positively to change, with a determination to succeed To thrive in a fast paced, customer focused environment The ability to inspire and lead others to achieve challenging results What to expect from our interview process We will have a two-stage interview process for this position that will consist of a first stage telephone interview and a second stage interview at our Aeroworks office in Manchester City Centre or via Zoom. We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist. Ways of working This role is a full-time, working 37.5 hours per week, where you will work a flexible rotation over a 7 day week. Our opening hours are 07:30-21:00 Monday to Friday and 09:00-20:00 on Saturday and Sunday. Our benefits We might be biased but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: 25 days holiday plus your birthday off Flexible holidays – you can buy up to 5 days leave every year Generous discount on holidays plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday Flexible working hours and hybrid working Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Eye care vouchers Simplyhealth Optimise Health Plan Company Pension – 5% employer contribution Company Sick Pay scheme Regular wellbeing events Gym discount Share Incentive Plan (SIP) Death in Service cover On site subsidised coffee shop The Sandbox (our very own on site bar) Food and drink discounts across a number of venues in Manchester City Centre Regular social events Cycle to Work scheme