Reporting to the Head of Customer Contact, the General Manager – Sales Contact Centre will be responsible for delivering the Customer Contact strategy in line with business requirements and ensuring that Jet2.com and Jet2holidays customers have an excellent and consistent customer experience through the sales and contact centre channel in order to maximise sales and profits.
You will work collaboratively with other stakeholders to agree a strategy for the development of our Sales Contact Centre and Homeworking Teams, utilising new technologies and keeping abreast of industry practices whilst maintaining a high quality of customer care.
Responsible for a Sales Team of approximately 250 colleagues, you will ensure standards are consistent with best practice and benchmarked against accordingly. You will manage the delivery of our Sales Contact Centre service via inbound and outbound calls and our live web chat platform with an end to end focus on ensuring an excellent customer service and meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The monitoring of customer responses via satisfaction surveys and Net Promoter (NPS) scores at Team and colleague level to identify areas to improve will be vital to the success of this role. In addition, you will be responsible for the recruitment, training, induction and coaching for the Contact Centre Sales Team, helping to develop the capability and performance of the team through strong performance management and coaching.
To be successful in this role you will have a proven track record in a contact centre management role within a fast paced, service orientated environment. You will be an inspiring leader, with strong people management skills, able to motivate a large Team to deliver great results. With experience of managing change within a contact centre you will have excellent communication and influencing skills. You will be commercial aware, resilient and able to adapt quickly to changing circumstances. There will also be travel involved to multiple sites in the UK and overseas.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!! Key Positions