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Customer Contact Team Manager

Job description

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.


Customer Contact Team Manager


About the Role

Is Customer Experience your passion?

Can you inspire a team of Travel Consultants?

If the answer is yes, then the role of Team Manager within the Thomas Cook Customer Contact Centre is the one for you.  You’ll be asked to put your heart in to the role by managing performance, compliance and development of your team whilst supporting the day to day efficient running of the Contact Centre to ensure customers are happy by working  to agreed targets and service level agreements.


Key Accountabilities

As one of our valued Team Managers you would be accountable for your teams’ achievement of targets. We work to targets such as conversion, upselling, cross selling, compliance and NPS.

We expect our Team Managers to coach and support their teams to maintain a culture of first time resolution that delivers the highest levels of customer service, so you’ll need to bring strong performance management skills to the role and drive best in class service. 

 You’ll be able to balance team management and achievement of targets with longer term strategy. As the Team Manager  you’ll work with your colleagues in the senior team to prioritise key deliverables and achieve business objectives through providing insights into customer experience trends and driving forward opportunities to improve.


Skills and experience

 Our ideal Team Manager will have leadership, change and stakeholder management experience along with excellent communication and coaching skills.  Experience managing a target driven team within a contact centre/home working environment is a must.  You’ll also need a strong understanding and ability to learn about products, services and processes is also required along with sales, negotiation, planning and organisational skills.  Knowledge of the travel industry would be an advantage.

This role works on a fully flexible rota, which is 37.5 hours per week including some weekends to cover the hours of 8.30am to 7pm, Monday to Friday, 8.30am to 6pm on Saturday and 10am to 5pm on Sunday.


The Application Process

  • Online Application
  • Online Testing
  • Assessment Centre
  • Offers made and start dates confirmed


Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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