Contact Centre Team Manager

Contact Centre Team Manager (12-Month Parental Leave Cover )

Salary: £29,694 - £37,118 + Benefits + Profit Share Bonus

Office based at the HX Campus, Newingreen

Closing date: Monday 19th October

We care deeply about inclusive working practices and diverse teams. If you'd prefer to work part-time or as a job-share, we'll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance. 

About

At Holiday Extras, we’re on a mission to make travel hassle-free. In Distribution Operations, that means delivering EPIC service to our customers and empowering our agents to do the same - every conversation, every day.

We’re looking for a people-focused, performance-driven Team Manager who can lead a team of contact centre agents to deliver great outcomes while embracing AI as a tool to enhance performance, productivity, and customer experience. This role is for someone who is passionate about people, thrives in a fast-paced environment, and knows the power of a great conversation. You’ll support your team’s growth, guide their performance, and make sure they feel connected to the wider company goals.

The Distribution team plays a crucial role in helping our customers travel with confidence. You'll lead a team of around 15 agents, enabling them to deliver epic service across live chat, email, and voice. You’ll be comfortable delivering feedback and able to use relevant data and metrics to help your team be the best version of themselves through coaching and support.

The Role

By joining our team you’ll:

• Lead a team of around 15 agents in the Distribution team - A key area of the Contact Centre - supporting and developing them to deliver epic service in line with the HX brand.
• Coach and develop your team through regular, meaningful 1:1s and performance conversations - enabling teams to drive high-quality, accurate customer outcomes across all customer contact channels (live chat, e-mail, and voice), to hit performance targets.
• Support your team to build confidence in experimenting, learning, and continuously improving. You’ll stay curious and proactive in identifying smarter ways of working.
• Be responsible for the delivery of objectives in your team - You’ll build strong relationships around the business to help you remove blockers, suggest improvements, initiatives and new ways of working.
• Champion new technology and AI adoption, sharing best practice and helping your team understand how the tools at their disposal make them faster, smarter, and better for customers.
• Take ownership of performance, engagement, and development
• Use data and AI tools to spot trends, sharpen performance, and cut through inefficiency - turning insight into action, and action into results.
• Champion the HX Strategy, helping your team understand how their day-to-day work powers the success of the business
• Build a culture where experimenting, learning, and improving are part of the day job. You'll stay curious, spot smarter ways of working, and help your team do the same.
• Collaborate closely with your peers to stay aligned on priorities, performance, and opportunities. 

What you can bring to our team: 

• Experience leading or coaching people in a contact centre or similar customer focussed environment
• A passion for delivering great customer service.  You know the customer should be at the heart of every interaction. Instinctively, you live this daily, setting an excellent example to others 
• You understand how to support, develop and motivate a team 
• Strong communication & collaboration skills 
• You’re calm under pressure, enjoying the challenge and buzz of a busy call centre 
• An understanding of team resourcing, adherence and budget management and how to support with these. 
• Excellent decision making, considering both the needs of the business and the customer, ensuring a fair balance 
• You love to work as a team and share skills, knowledge and tasks willingly 
• An organised, detail-oriented approach,  you don't let things slip through the cracks.
• An analytical mindset and genuine curiosity , you're always looking for improvements and confident using data and AI to find them.

Due to the nature of working in a Call Centre environment, this role will need you to be flexible in your working patterns, working shifts across our call centre opening hours as follows:

• Monday - Friday (09:00 - 20:00)
• Saturday - Sunday (09:00 - 17:00)

Everyone’s career path is individual and different, so this is just a guide. If your experience doesn't precisely match this, you’re encouraged to apply so that we can discover your unique talents!

Our Vision & Strategy

Our Distribution team exists to deliver brilliant, personal service to our customers. We do this by building high-performing, engaged teams, fuelled by coaching, development and a shared sense of purpose.

You'll help bring that vision to life. You'll shape how your team performs and how they grow - building capability in both customer service and the smart use of AI, so we can keep delivering faster, smarter, better outcomes for our customers.

If you’re ready to lead with energy, empathy and focus - and want to be part of a team where no day is the same - we’d love to hear from you!

How we hire for this role

We know your time is precious, so we keep our recruitment process as quick and easy as possible. If we believe you might be a match for a job you’ve applied for, you’ll enter our hiring process as follows:

• Initial video interview with Recruiter and Distribution Lead
• Role-related assessment tasks & Face-to-Face interview

Cultivating a diverse and inclusive culture is paramount for us. 

Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via recruitment@holidayextras.com.