Contact Centre Team Manager

Alfa Holiday Group have an exciting opportunity for a Contact Centre Team Manager to join our team based at our Central Office in Buckshaw Village, Chorley.

The Alfa Holiday Group is one of the UK's most highly respected coach holiday and hotel companies with a consolidated turnover of over £75 million per year.

We are the UK's only employee owned Travel Group and our brands include Alfa Hotels and Alfa Coaches.

Our mission is to provide high quality memorable holidays for our guests.

Alfa Hotels own and operate 25 hotels in the UK's most popular seaside locations.

We have a combined bed stock of over 2,000 rooms and achieve strong all year round occupancies thanks to our sister brands, plus our links to other coach operators and group organisers.

You would be joining the group during an exciting period as we continue to see significant growth in the number of customers choosing to holiday with us each year.

As an employee owned business with over 1,000 employee owners, we treat our people with respect, enabling them to achieve their ambitions and provide the best service to our guests.

About the Role

Full time position, 37.5 hours per week over 5 days, including a minimum of 1 in 3 full weekends. Working hours are on a rota basis, covering the contact centre opening times of 08 30 Monday to Friday, 09 00 Saturday and 10 00 Sunday.

We are offering a salary of £32,000 per annum in addition to a number of other benefits outlined below.

As a Contact Centre Team Manager, you will report to the Alfa Holidays Contact Centre Manager and will assist with leading, developing, and managing a team of contact centre agents to achieve sales targets while delivering exceptional customer service.

The role focuses on driving performance through effective coaching, ongoing development, and robust performance management.

The Contact Centre Team Manager will ensure high levels of customer satisfaction, foster a positive and motivated team environment and support continuous improvement across all contact centre operations.

Responsibilities

• Supervise, motivate and support a team of call centre agents to achieve individual and team targets.
• Monitor inbound and outbound customer calls, emails, and live chats to ensure quality and compliance with company standards.
• Track, manage, and report on key performance indicators (KPIs) including revenue targets, conversion rates, call handling time, and customer satisfaction.
• Deliver ongoing coaching, training, and performance feedback, including structured 1 2 1 meetings with each team member at least four times per year.
• Conduct regular team meetings to communicate business updates, performance results, goals, and expectations.
• Handle escalated customer issues, complaints, cancellations, refunds and charges in line with company procedures, ensuring effective resolution and high service standards.
• Assist with onboarding and training of new team members.
• Manage administrative duties to ensure all daily and weekly tasks are completed accurately and on time.
• Prepare, monitor, and share daily and weekly performance reports with the team in agreement with the Contact Centre Manager.
• Make recommendations for process and service improvements to enhance efficiency and customer experience.
• Handle inbound sales, administration, and customer enquiries, maximising booking conversions while maintaining excellent service standards.
• Oversee outbound and inbound calls/tasks, e.g., tour consolidations/outbound campaigns.
• Assist the contact centre team with calls during busy periods.

Essential Skills and Competencies

• Understanding of call centre operations.
• Ability to analyse performance data and implement improvement plans.
• Experience learning new systems and tools quickly.
• Experience handling escalated and complex customer issues professionally and efficiently.
• Strong decision making and problem solving abilities.
• Excellent interpersonal, customer service and communication skills, including face to face, phone and written.
• Strong time management abilities, with adaptability to changing targets, schedules and workloads.
• Direct people management experience, including leading, coaching and motivating a team, and performance management, including delivering effective feedback, appraisals and corrective action.
• Strong conflict resolution and team building abilities.
• Ability to deliver clear instructions and constructive feedback.

Desirable Skills

• Knowledge or experience of working in the travel or hospitality industry.
• Knowledge or previous use of travel booking systems.

Benefits

• Bi annual tax free dividend due to employee owned status (circa £1,500 last year).
• Funding for relevant training courses.
• Job security - our employee owned status means we cannot be sold to another company.
• 30 days annual leave.
• Continuous development opportunities.
• Competitive occupational sick pay scheme.
• Fantastic discounts on holidays and hotel stays.
• Employee assistance programme.
• Health Assured insurance.
• Length of service rewards.
• Reward, recognition and engagement programs.
• Annual pay reviews in April each year.

If you feel you are friendly, positive and passionate and have the necessary skills and experience to be successful in the Contact Centre Team Manager role, click 'apply' today.

We'd love to hear from you.