Contact Centre Manager (Outbound - 6 month contract) - Tyne and Wear
- Recruiter
- Parkdean Resorts
- Location
- NE12 8ET
- Salary
- £40000 - £45000
- Posted
- 06 Jul 2018
- Closes
- 20 Jul 2018
- Job Type
- Temporary
Contact Centre Manager (Outbound - 6 month contract) - Tyne and Wear
Newcastle upon Tyne
Our Central Support Office based in Gosforth and is the bustling hub of Parkdean Resorts. This exciting place to work houses all the essential supporting functions for our 71 holiday parks along with our award winning Contact Centre.
This modern office has a great feel, a mix of energetic knowledgeable professionals all working as one unified team to achieve Parkdean Resorts objectives. Based near the centre of Newcastle upon Tyne, it has great transport links.
Contact Centre Manager (Outbound - 6 month contract)
An exciting opportunity has arisen for an experienced Contact Centre Manager who is passionate and able to work under pressure to join our team in Gosforth.
You will be responsible for the identification, build and delivery of campaigns that support the delivery of Appointments for potential Holiday Home Sales Lodge and Caravan purchase.
This is a fantastic opportunity to be fully accountable for a team that Nurtures new and existing customers that are interested in Holiday Home ownership and delivering meaningful appointments to parks via phone, email and live chat via meaningful and focused campaigns, aligned with on park sales team focus areas.
You will be an advocate for our brand and ensure your team explore the best locations and requirements that best match the customer expectations. Ensure a consistent funnel is in operation around Voice/Email and live chat volume to appointment to sale is delivered to parks.
Leading the management and direction of the sales team to achieve and exceed set KPI's.
Hold accurate data and ensure CRM systems are kept up to date and in line with legislation at all times including any dialler technologies and best practice guidelines.
Your key responsibilities will include:
Set sales plans for park campaigns that support the on park delivery of holiday home sales on a weekly basis by ensuring quality leads are delivered to parks.
Ensure measures are in place that support the delivery of outbound telephone calls to potential Holiday Home leads to deliver appointments to Park Sales Team working towards daily and weekly targets that support the Holiday Home Sales Targets
Accountable for the quality of conversations that result in quality leads delivered t parks. Encourage the team to nurture new and existing leads through active park campaigns and respond timely to all enquiries and within a service level target.
Plan in incentives that align to with National Sales Campaigns and regional focus with guidance from the Sales Director or appropriate Senior Team. Deliver high levels of motivation to the team and set regular incentives that support high levels of activity throughout the day.
Deliver regular audits and QA benchmarking across the team and via park teams as required to ensure the team respond confidently and with genuine authenticity to all queries relating to Ownership via telephone, e-mail and live chat and measure this via QA and support through regular coaching.
Have regular contact with the Sales Teams on park, General Managers and Regional and Sales Directors to ensure the central team are working to support specific parks where we can improve the sales funnel, drive more volume to parks and increase sales results.
Own and Manage the CRM system regarding the accurate use of data and proactively make recommendations for improvements to the relevant team that support legislation and best practices centrally and via Park.
Own the sales logs and ensure these are communicated daily to the park teams to understand show rates and recovery programs required for follow up.
Ensure your teams update sales logs and sent to the sales teams to support the appointment generation process ensuring all appointment shows are recorded and the result of the meeting is documented
Be an ambassador for best practice and always deliver excellent service at all times, ensuring the customer experience is delivered with care and passion.
Strong leadership and the ability to inspire your teams to deliver kpi's, including soft and hard targets as well as exceptional organisational skills that drive improvements in productivity and efficiency
Be an expert in the NCC code of conduct at all times and all your team are trained effectively
Assist in the support and appropriate organisation of trade shows and other events as required across the year, to promote PDR to new and existing prospects right to appointment generation
Create, Deliver and Attend regular training and coaching sessions to continually improve your performance in quality appointment generation that result in sales
Ensure you deliver regular training and product visits about our holiday parks and ownership to all team members
Provide a weekly KPI review of all central metrics that support Caravan sales, such as Lead volume, contact volume, appointments c/r, show c/r, sale delivery and revenue contribution.
Set targets that support enough appointments to deliver sales across our parks.
Review these weekly and act appropriately to improve results or quality of appointments and shows.
Support the wider Central Management Team as appropriate
Utilise centre technologies to support efficient use of data and effectiveness of the sales team such as preview diallers to support campaign building and park campaigns
What can we offer you?
* Competitive rates of pay
* Discretionary bonus packages
* Fantastic team environment
* 25% discount on holidays for yourself, friends and family
* Stand-by breaks available at a discounted rate
* Full training
To start Creating Amazing Memories with us, apply now!
Newcastle upon Tyne
Our Central Support Office based in Gosforth and is the bustling hub of Parkdean Resorts. This exciting place to work houses all the essential supporting functions for our 71 holiday parks along with our award winning Contact Centre.
This modern office has a great feel, a mix of energetic knowledgeable professionals all working as one unified team to achieve Parkdean Resorts objectives. Based near the centre of Newcastle upon Tyne, it has great transport links.
Contact Centre Manager (Outbound - 6 month contract)
An exciting opportunity has arisen for an experienced Contact Centre Manager who is passionate and able to work under pressure to join our team in Gosforth.
You will be responsible for the identification, build and delivery of campaigns that support the delivery of Appointments for potential Holiday Home Sales Lodge and Caravan purchase.
This is a fantastic opportunity to be fully accountable for a team that Nurtures new and existing customers that are interested in Holiday Home ownership and delivering meaningful appointments to parks via phone, email and live chat via meaningful and focused campaigns, aligned with on park sales team focus areas.
You will be an advocate for our brand and ensure your team explore the best locations and requirements that best match the customer expectations. Ensure a consistent funnel is in operation around Voice/Email and live chat volume to appointment to sale is delivered to parks.
Leading the management and direction of the sales team to achieve and exceed set KPI's.
Hold accurate data and ensure CRM systems are kept up to date and in line with legislation at all times including any dialler technologies and best practice guidelines.
Your key responsibilities will include:
Set sales plans for park campaigns that support the on park delivery of holiday home sales on a weekly basis by ensuring quality leads are delivered to parks.
Ensure measures are in place that support the delivery of outbound telephone calls to potential Holiday Home leads to deliver appointments to Park Sales Team working towards daily and weekly targets that support the Holiday Home Sales Targets
Accountable for the quality of conversations that result in quality leads delivered t parks. Encourage the team to nurture new and existing leads through active park campaigns and respond timely to all enquiries and within a service level target.
Plan in incentives that align to with National Sales Campaigns and regional focus with guidance from the Sales Director or appropriate Senior Team. Deliver high levels of motivation to the team and set regular incentives that support high levels of activity throughout the day.
Deliver regular audits and QA benchmarking across the team and via park teams as required to ensure the team respond confidently and with genuine authenticity to all queries relating to Ownership via telephone, e-mail and live chat and measure this via QA and support through regular coaching.
Have regular contact with the Sales Teams on park, General Managers and Regional and Sales Directors to ensure the central team are working to support specific parks where we can improve the sales funnel, drive more volume to parks and increase sales results.
Own and Manage the CRM system regarding the accurate use of data and proactively make recommendations for improvements to the relevant team that support legislation and best practices centrally and via Park.
Own the sales logs and ensure these are communicated daily to the park teams to understand show rates and recovery programs required for follow up.
Ensure your teams update sales logs and sent to the sales teams to support the appointment generation process ensuring all appointment shows are recorded and the result of the meeting is documented
Be an ambassador for best practice and always deliver excellent service at all times, ensuring the customer experience is delivered with care and passion.
Strong leadership and the ability to inspire your teams to deliver kpi's, including soft and hard targets as well as exceptional organisational skills that drive improvements in productivity and efficiency
Be an expert in the NCC code of conduct at all times and all your team are trained effectively
Assist in the support and appropriate organisation of trade shows and other events as required across the year, to promote PDR to new and existing prospects right to appointment generation
Create, Deliver and Attend regular training and coaching sessions to continually improve your performance in quality appointment generation that result in sales
Ensure you deliver regular training and product visits about our holiday parks and ownership to all team members
Provide a weekly KPI review of all central metrics that support Caravan sales, such as Lead volume, contact volume, appointments c/r, show c/r, sale delivery and revenue contribution.
Set targets that support enough appointments to deliver sales across our parks.
Review these weekly and act appropriately to improve results or quality of appointments and shows.
Support the wider Central Management Team as appropriate
Utilise centre technologies to support efficient use of data and effectiveness of the sales team such as preview diallers to support campaign building and park campaigns
What can we offer you?
* Competitive rates of pay
* Discretionary bonus packages
* Fantastic team environment
* 25% discount on holidays for yourself, friends and family
* Stand-by breaks available at a discounted rate
* Full training
To start Creating Amazing Memories with us, apply now!