Team Manager (Reservations)

Gallaford Search
£19000 - £24000/annum
13 Jul 2017
12 Aug 2017
Contract Type
Part Time
Gallaford Search Recruitment brief;


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

We are recruiting for a Team Leader who is helping lead this team. -

For the Reservations Team Manager role we are looking at 37.5 hours over 7 days fully flexible for the team opening hours of 8.30-10pm.

We will also be open to part time candidates too if needed.

The Team Leaders typically look after about ten reservations staff, and are responsible for driving their performance whilst ensuring quality standards are met. They also look after the day to day managerial aspects, such as informal one to ones and skills coaching and mentoring. hr etc.

They will have around 9 to 10 people in the team- know the team very well and all indivdaul needs and requirements.

We have been really struggling with this roleas we are looking for the right personality to come in and help with this team. A real people person who really cares about the team.

They have to of done sales (as its hard to train otherwise.) but the main quality is training people up and making sure the team hot targets.

Salary is around £19k pro rata. Standard benefits package will apply, plus performance bonus. Hours will be on a shift rota basis, so will include some weekend work.

Job Purpose-

This document provides a framework outlining the key experiences and functional skills that will be expected of a Reservations Team Manager.

The role of Reservations Team Manager involves motivating, developing and driving a team of Reservation experts to deliver the highest levels of conversion, quality and customer service and support. This role is also responsible for managing and delivering the highest performance of shifts within the Operations Department

This role leads and motivates a team of people to succeed.

The role involves ensuring that your direct team along with the Operations department are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are 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 and coaching experience
•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

Desirable Experience:
•Knowledge of HR policies, practises and procedures

Core Accountabilities:
•Accountability for team performance, including coaching and development of team members individual performances.
•Ensure that shifts are suitably covered
•Understand all organisation’s products, services, procedures, guidelines
•Conduct regular reviews of Agents performance and manage under performance
•Feedback to relevant department on improvements based on staff/customer feedback
•Ensure a safe and harmonious working environment
•Motivate and support team members
•Mentor teams
•Drive performance improvements

Key performance indicators-
◦Meet and exceed conversion performance for the Call Centre in line with month goals set and agreed
◦Ensure all service levels are met and exceeded at all times - SLA’s will be set and agree monthly
◦Team performance is managed in line with Company guidelines - to include performance management, staff retention
◦Attendance is managed in line with Company guidelines
◦Escalate issues which cannot be resolved by the team.

Personal Attributes-
◦Attention to detail
◦Organisation skills
◦Flexible approach
◦Be calm under pressureKey skills

Driving performance of their team, one to ones, coaching, sales driven, reservation booking

Required skills
Call Centre