Reservations Team Manager (Live Chat)

Gallaford Search
£19000/annum Bonus
10 Jun 2017
10 Jul 2017
Contract Type
Full Time
Gallaford Search Recruitment brief;



Web Chat-looking for people who have worked with companies like Online Retailers, Car-rental, Accommodation.

Dealing with enquires, orders and sales, written communication sales-not selling on the phone- Communications from the customer comes through their web app from customers and their team will be the ones who will be addressing the customer via web chat.

Anyone with call centre experience, where they have just worked with teams selling on the phone-these candidates are not right for this role!

Live Chat Managers, Live Web Support Manager etc

They are part of the call centre team- but will not be speaking to clients on the phone. The skills they will have to encourage and develop the team need to be highlighted in the cover notes. Please make sure cover notes-


Web Chat team manager. This is a Team Manager role sitting under one of our Ops Managers and looks after our Live Chat team. They sit behind the “chat to one of our team” pop up boxes that appear on our website and essentially do a very similar role to our travel experts but via the medium of online chat which requires stronger written communication and negotiation skills than our travel experts, but they don’t need to be as experienced in telephone sales.

Team Manager will need to have experience within a Live Chat environment of a call centre. Start date asap – salary wise in the region of £19k plus performance bonus and standard benefits (e.g. PMI, pension etc)

Job Purpose-

This document provides a framework outlining the key experiences and functional skills that will be expected of a Reservations Team ManagerThe role of Reservations Team Manager for Web support involves motivating, developing and driving a team of Reservation experts to succeed by delivering the highest levels of conversion, quality and customer service and support for the website via the company Web Chat function. This role is also responsible for managing the shifts within the Operations Department.

The role involves ensuring that your direct team along with the Operations department are driven to succeed, motivated to exceed their targets whilst delivering outstanding customer service, exceptional quality within a results-driven environment.

The Reservations Team Leader must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality.

Essential Experience-
•Previous Call Centre management experience
•Proven track record in managing teams within a live chat environment
•Proven track record in driving results
•Change management
•Proven track record in motivating a team
•Excellent time management skills
•Ability to recognise problems and areas for improvements
•Strong communication skills.
•Strong website knowledge

Desirable Experience:
•Knowledge of HR policies, practises and procedures.
Core Accountabilities:
•Accountability for team performance
•Accountability for driving customers online through the live chat function
•Ensure that rotas are planned and shifts are suitably covered
•Understand all organisational products, services, procedures, guidelines and ensure these are adhered to
•Conduct regular reviews of Agents performance and manage underperformance
•Feedback to relevant department on improvements based on staff/customer feedback
•Ensure a safe and harmonious working environment for the team
•Motivate and support team members
•Mentor teams, including regular 1-2-1 catch ups
•Drive performance improvements.
This role will work alongside the Senior Management team within the Operations Department of Sykes Cottage to deliver outstanding results, to positively drive change, to motivate and inspire team members.

Key Performance Indicators-
•Meet and exceed conversion performance for the Call Centre in line with month goals set and agreed targets
•Ensure all service levels are met and exceeded at all times – SLA’s will be set and agree monthly
•Ensure quality measures are met and exceeded at all time – minimum of 80% quality for the team; this target will be reviewed monthly
•Team performance is managed in line with Company guidelines – to include performance management, staff retention
•Attendance is managed in line with Company guidelines
•Escalating issues which cannot be resolved by the team.

Personal Attributes-

Willing and able to work by our Company values of:

Driving Innovation and Change

Earning Trust

Learning and Growing

Communicating Honestly

Achieving Together.
•Punctual and reliable
•Strong team player
•Motivated, with a positive “can do” attitude
•Ability to work on own initiative
•Approachable manner and flexible approach
•Strong attention to detail and excellent organisational skills
Be calm under pressure

Benefits- Staff bonus up to 5%, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre).


Pension, Commission/Bonus,
Key skills

Live chat environment, call centre, good written coms