Leader of the Vista Cruise Operations

3 weeks ago


Sunderland, Sunderland, United Kingdom Hays Travel Full time

Job Overview

Hays Travel, the UK's foremost independent travel agency, excels in delivering exceptional value and quality holiday experiences, complemented by outstanding customer service. Our extensive collaboration with leading suppliers enables us to create comprehensive holiday packages that encompass hotels, flights, cruises, tours, attraction tickets, and more. With over 470 branches across the UK and a dynamic Head Office, we are proud to have been serving our customers for over 40 years and continue to expand our reach.

Role Expectations

We are seeking a dynamic and sales-oriented individual with strong leadership skills and a proactive attitude. In this pivotal role, you will oversee the daily operations of the Vista Sales Call Centre, guiding, coaching, and nurturing a team of agents to achieve exceptional customer service standards. Your primary responsibility will be to ensure the team meets its monthly performance targets.

Key Responsibilities

  • Lead and inspire your team by setting a positive example.
  • Drive team sales to consistently meet and exceed targets.
  • Identify and address performance and conduct issues proactively.
  • Conduct daily audits of inquiries and review key performance indicators.
  • Provide assistance during emergencies or operational challenges.
  • Foster strong interdepartmental relationships and collaboration.
  • Deliver motivational and engaging daily sessions to boost team morale.
  • Monitor calls and provide constructive feedback to team members.
  • Communicate effectively and promote organizational changes positively.
  • Encourage and facilitate training opportunities within the team.
  • Maintain open and honest communication to motivate and recognize staff.
  • Uphold high standards of administration and customer service in line with company policies.

Desired Competencies

  • A commitment to driving business growth and team development.
  • Demonstration of company values consistently.
  • Strong verbal and written communication abilities.
  • Capability to engage with staff across all levels.
  • Effective motivational skills with a consistently positive demeanor.
  • Enthusiastic and proactive, with the ability to work independently and collaboratively.
  • Experience working with diverse teams across various locations.

Required Experience

  • Background in customer service.
  • In-depth knowledge of cruise products.
  • Experience in a travel sales environment.
  • Proven track record of leading a team.


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