Job PurposeEmirates Holidays is the tour operating arm of Emirates, offering a broad range of curated holiday packages to top global destinations including Dubai, the Indian Ocean, the Far East, East Africa, South Africa & Australia. As part of the Emirates Group, we combine the strength of a world-renowned brand with a local, customer-focused approach in the UK. Our passionate team is dedicated to delivering exceptional service and creating unforgettable travel experiences for every customer
The Sales Team Leader will expertly lead a team of Sales Travel Consultants. Providing clear direction, coaching, leading by example and supporting the team to achieve the company’s KPI revenue targets. The Team Leader will be able to motivate the team to deliver a very high standard of sales conversion and repeat business in line with Emirates Holidays brand values.
- Lead, coach, and inspire Sales team members to achieve departmental goals and revenue targets.
- Handle management tasks such as holding one-on-one meetings, conducting team briefings and training sessions, and ensuring adherence to policies and procedures to boost efficiency and overall performance.
- Review calls regularly to evaluate customer interaction quality according to brand guidelines and provide on-site coaching to strengthen individual and team outcomes.
- Offer troubleshooting support to staff using recommended best practices to enhance service levels and sales results.
- Assist the line manager with onboarding, training, shadowing, and the month-long induction process for new team members in the office.
- Conduct supplier training, refresher courses, and workshops as needed.
- Serve as the first escalation point for customer concerns, handling challenging situations professionally and delivering solutions that restore confidence, encourage satisfaction, and promote repeat business.
- Deliver multi-functional support across all Contact Centre Teams, including out-of-hours assistance for customers.
- Act as the primary contact for Finance queries related to Sales matters.
- Provide frequent feedback and reports to the Line Manager, along with recommendations to improve customer experience and frontline service quality at EKH.
- Oversee daily calls, supervise contact flow, and adjust staffing to meet business needs.
Qualifications/Knowledge/Skills:
- Minimum ‘A’ Level or equivalent
- A good all round knowledge of the travel industry and experience in Tour Operating, and/or Retail Travel
- Previous supervisory experience and proven ability to motivate, coach and develop staff.
- A commercial awareness and ability to convert calls into sales.
- Ability to communicate effectively at all levels with proven influencing skills
- A solid understanding of the importance of customer experience and exceeding the customer’s expectations.
- An expert in Destinations visited and the willingness to share that knowledge and experience with our customers and colleagues.
- A proactive team player with a strong initiative and ability to provide feedback for improved business performance.
- A working knowledge and understanding of ABTA/PTR guidelines
- A thorough knowledge of all EKH Trading T&Cs, including Airline policies
- Good knowledge of MS Office and IT literate
- Ability to handle disruptions and emergency response actions
Information
- Applications from staff who have not completed 12 months’ service in their current position will not be considered
- Candidates must have the legal right to live and work in the UK. The Company will not assist in obtaining visas/work permits
Competitive Salary
At Emirates Holidays, we believe it is important that we reward our colleagues. Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.
