Team Manager

Team Manager

Latin Routes Limited is a tour operator with 3 brands (Latin Routes, Polar Routes & Travel Routes) that offers tailormade holidays to Latin America, the Polar regions and throughout the world. We sell directly to the public as well as to the trade, selling through travel agents throughout the UK. We currently have an amazing opportunity to join the company in a management role as we move into our 12th year. Having started from scratch with little finance or investment, in a tiny office above a pizza shop, we have grown to become a leading brand in the market of Latin American holidays and Expedition Cruises. As you can imagine there is a passionate, entrepreneurial spirit in everything we do. We are creative in our thinking and are always looking at ways we can do things differently to stand out amongst our competition. We undoubtedly remain as ambitious as the day we started and have big plans for the future.

Our Brands

Latin Routes: Latin Routes is an award-winning and leading UK tour operator specialising in holidays to Latin America. We have a passionate team of knowledgeable Travel Specialists ready to help clients plan the trip of a lifetime - whether it's designing their own Truly Individual Holiday or joining one of our incredible Escorted Small Group Tours. Polar Routes: Polar Routes is the polar expedition cruise specialist, and we partner with over 22 operators to bring clients a huge range of expedition cruises to the Arctic, Antarctica and beyond. We take great pride in our unrivalled knowledge of the ships, itineraries and these wonderful destinations. We’re on-course to become the UK’s biggest wholesaler of expedition cruises to the polar regions. Travel Routes: Travel Routes is the newest member of the family and we have taken our Truly Individual holidays concept around the world. From incredible safari’s in Africa, tranquil beaches of Asia and the dramatic mountains of Canada, to the bright lights of the USA and more - we can now offer our clients a world of choice for designing their own holidays.

Our Vision & Mission

To be recognised as the best in what we do, by all those involved – our customers, our employees, and our partners. We understand that true success comes from nurturing the people and environments behind the business, as well as those in front of it. It's for this reason that we have clear company values that underpin everything that we do as a business, and how we act as an employer. Each of our five core values has its own team, made up of employees from across the company, and led by an appointed Value Ambassador. These teams are responsible for ensuring their value is consistently upheld and interwoven into everything we do: through actions, activities, policies and other efforts, which are regularly monitored, changed and adapted according to our ever-evolving needs.

Our five core values are;

Commitment To Clients: We strive to meet and exceed our expectations with both our holidays and service.

Responsible & Sustainable: We never forget that the adventures of both staff and clients are made possible by a beautiful planet with a wealth of different cultures. We aim to operate holidays that respect and give back to the environments and communities we explore.

Collaboration & Support: We believe a company cannot grow unless those within it do. We work cooperatively to learn from one another, and we encourage and reward ambition.

Health & Wellbeing: Our greatest strength is our people, and we believe that a happy and healthy workplace brings success.

Innovation and Improvement: We bring our curiosity about the world to work and commit to new opportunities with enthusiasm. We continuously work to better our holidays and practices to grow as a business and as individuals.

For more information on our values, please visit our website – www.latinroutes.co.uk/our-company-values/

Key Responsibilities

With support and direction from the Senior Sales Manager, the Team Manager is responsible for maximising the sales of a team of Travel Specialists while delivering excellent service and maximising the conversion rate from enquiry to booking. The role is focused on the recruitment, training, management and motivation of their team, and leading by example in setting a professional and productive environment with a positive approach to change.

Accountabilities / Responsibilities - The role is varied and consists of the following elements:

• Sales Team Management:
  • Create a positive, competitive and supportive sales environment where excellence is promoted, recognised and rewarded.
  • Create a motivational and competitive environment through use of innovative incentives, team-building exercises and positive attitudes.
  • Set targets and expectations as per the company strategy to stretch each individual.
  • Employ situational leadership to get the best out of each individual team member from new starters to long tenure / high performers.
  • Identify individual under-performance and tackle in a timely, proactive manner.
  • Provide weekly one to ones with all Travel Specialists that are well-prepared, timely and followed up on where required.
  • Access and maintain key performance reports to ensure resources are targeted appropriately to maximise results.
  • Conduct telephone, Zoom and face to face interviews to recruit talented individuals to the team.
  Enquiry Management & Distribution
  • Ensure that every enquiry is dealt with effectively by the most appropriate specialist in order to maximise profit.
  • Manage resource levels within the team, taking into account holidays, fam trips and requirements for new starters to ensure there are enough staff available to handle the volume of enquiries.
  • Understand individual capacity for taking on new enquiries.

• Team Training & Development:
  • Promote a culture of continuous learning and development within the team
  • Actively develop all specialists to perform beyond expectations.
  • Use statistics to target coaching and develop training strategies for individuals and the department, ensuring that all training has a measurable outcome.
  • Ensure all team members have and make reference to a Personal Development Plan
  • Identify skill and product gaps and provide appropriate training.
  • Use Performance Improvement Plans where required to address under-performance.
  • Lead on specific sales related training topics.

• Operations & Customer Service:
  • Maintain a culture where excellence in service and going the extra mile is the norm.
  • Monitor the quality control process of booking handovers so accurate invoices and final documentation are processed in a timely manner.
  • Ensure all client feedback is responded to promptly and sympathetically with appropriate compensation offered when required.
  • Regularly review all client feedback received with each specialist in your team, identify trends, develop and implement actions to raise service levels where required.
  • Resolve any complaints to a stage where clients are happy to travel with us again.
  • Co-ordinate with Senior Product Manager/Product Executive on issues that need to be raised with suppliers.
  • Support the Sales Team during any operational and emergency situations.
  • Support Sales Team members covering the out of hours emergency process (rota basis alongside all Managers).

• Other:
  • Interact with other Managers around the company and support culture of sharing best practice
  • Work with Senior Product Manager/Product Executive on team product knowledge including planning and coordination of familiarisation trips.
  • Prepare and contribute openly and constructively in meetings.
  • Ensure your own knowledge of all systems and product remains up to date.

About You

The number 1 thing we look for is energy and enthusiasm. We want someone who will embrace what we are trying to achieve as a company and work hard to help us get there. You will find an ideal candidate list below, but every point is not necessarily essential, as finding the right person is most important;

Team Manager

• Proven track record of consistent strong sales and high customer service feedback. Sales team leader/management experience is highly preferable.
• You will have a real passion for Latin America along with a strong appreciation of the culture.
• A confident communicator, who is resilient to pressure, whilst remaining calm and clear minded.
• A positive, energetic and outgoing person who is comfortable managing others in an inspirational and encouraging way.
• With a strong desire to get things right, you will be a natural organiser who is up to speed and be able to multi task.
• With a proven track history within sales and travel, you must be commercially aware. You will have a keen interest in how the company works, what the strategy is and how their role impacts this and the company’s overall performance.
• You will be motivated by achieving results through your team of Travel Specialists.

The Details

The role is a hybrid one which includes 2 set days in our head office in Kingston Upon Thames, currently Tuesdays and Thursdays. This enables the team to be together for collaboration and support. For the other days you are welcome to choose whether you work from the office or at home and currently the majority of the team choose to work from home on those days. However, your flexibility will be required to work at any location across London (zones 1 - 6) on occasion and there may be a need for some of the optional days to be worked in the office. The hours are 42.5 per week, predominantly Monday-Friday. Shifts during the week will be 9am – 5:30pm, with 45 minutes for lunch. There may be the occasional requirement to work a shift of 10:30am - 7pm during the week. While there is no regular requirement to work weekends, you may need to be available to the working sales team members, if there is a specific requirement.

The role requires you to take turn on the company’s emergency phone, which is rotated each week between 5 – 8 members of the team. The role does not pay overtime, but any significant extra hours can be given back in lieu. Team Managers are expected to partake in their fair share of any suitable evening or networking events and any candidate should be prepared to attend a minimum of 6 events throughout the year. In return you will receive a competitive basic salary dependant on experience and a bonus based on KPIs set and performance of your team. Employees will also receive 24 days holiday (plus bank holidays) with the option for an additional 5 days, for a holiday deemed of an educational nature. Please note we have a holiday embargo for the first 6 weeks of the calendar year. Additional benefits include pension, a generous company discount for personal trips, as well as the opportunity for company fam trips to our destinations. There is a bright and vibrant atmosphere in our office and the team regularly socialise both at company events and informally. We are looking for someone who would be looking to be involved with this side of company life. Our office is located within a 5-minute walk of the shops, bars and restaurants of Kingston Town Centre.

Apply

If you like the sound of the above and would like to apply for the role of Latin America Travel Specialist. Please send your CV with a nice introductory covering email to paul.nolan@latinroutes.co.uk