Direct Inbound Supervisor

JR United Kingdom; Southampton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dynamic Supervisor to lead their inbound team in Southampton. This role is pivotal in driving sales performance through excellent customer service and proactive booking strategies. You will motivate and support your team, ensuring high standards are met while maintaining customer satisfaction. The company offers a vibrant work environment with opportunities for personal growth and development, including a generous leave policy and various perks. If you have a passion for travel and sales, this is your chance to make a significant impact.

Benefits

Free car parking nearby

Pension Scheme

Private Medical

Development Opportunities

6 weeks paid sickness leave

Discounted Cruise Programme

25 days holiday + 8 Bank Holidays

Local Bus Discounts

Qualifications

• 1-3 years in travel industry with cruise sector knowledge.
• Experience in call center, hospitality, or travel agency.
• Supervisory experience in sales environment.

Responsibilities

• Supervise team members to achieve sales targets.
• Monitor call performance and quality, taking corrective actions.
• Train and coach team members on policies and products.

Skills

Microsoft Office

Sales Skills

Organizational Skills

Customer Focus

Problem-Solving Skills

Communication Skills

Multi-tasking

Proactive Sales Skills

Interpersonal Skills

Time Management

Education

College Education Preferable

Qualification in Travel & Tourism

Second Language (French, German, Spanish)

Tools

Reservations Systems

Airline GDS

Salesforce

Job description

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About Oceania Cruises

Oceania Cruises is the world’s leading culinary and destination-focused cruise line. The seven small, luxurious ships carry a maximum of 1,238 guests and feature the finest cuisine at sea and destination-rich itineraries that span the globe.

Expertly curated travel experiences aboard designer-inspired, small ships call on more than 450 marquee and boutique ports across Europe, Alaska, Asia, Africa, Australia, New Zealand, New England-Canada, Bermuda, the Caribbean, the Panama Canal, Tahiti, and the South Pacific, including the epic 180-day Around the World Voyages.

There is also a second 1,200-guest Allura Class ship on order for delivery in 2025. Headquartered in Miami, Oceania Cruises is owned by Norwegian Cruise Line Holdings Ltd., a diversified cruise operator of leading global cruise brands including Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises. Being part of NCLH offers competitive benefits packages to support your health and personal growth.

Benefits

• Free car parking nearby
• Pension Scheme
• Private Medical
• Development Opportunities, partnered with LinkedIn & Dale Carnegie
• 6 weeks paid sickness leave
• Discounted Cruise Programme
• 25 days holiday + 8 Bank Holidays
• Local Bus Discounts

Role Location

This role will be based in our Southampton office with Mondays and Fridays working from home.

Basic Purpose

The Supervisor role supports the management team in the daily running of the inbound team to maximize sales through excellent customer service, quality, service level adherence, and KPI monitoring. The role involves supervising and driving the team's sales performance, providing guidance, and ensuring high standards of customer service, proactive booking, and sales maximization.

This is a sales and customer support role requiring providing guidance, securing bookings, and maximizing sales opportunities while maintaining customer satisfaction and operational standards.

Position Responsibilities

• Supervise and motivate team members to achieve sales targets.
• Provide daily support and resolve issues for reservations.
• Plan and implement support and coverage for the EMEA inbound team.
• Monitor call performance and quality, taking corrective actions as needed.
• Manage shared email inboxes and incoming calls efficiently.
• Assist with system testing and development.
• Support in emergencies with calm communication and updates.
• Train and coach team members on policies, products, and processes.
• Build and maintain relationships with guests.
• Gather and submit team feedback for sales and service improvements.
• Generate and review performance reports.
• Monitor performance metrics, ensuring standards and KPIs are met.
• Maintain good team relationships and provide coaching.
• Drive sales and service improvements, aiming for first-contact closures.
• Provide updates and training on policies and processes.
• Track individual and team productivity to meet industry standards.
• Conduct briefings, training, and performance appraisals.
• Maintain knowledge of products, policies, and procedures.
• Manage staffing hours and overtime approval.
• Administer sales and administrative processes.
• Assist other departments with escalations and bookings.
• Provide feedback and identify improvement opportunities.
• Manage escalated problems and queries.
• Support marketing with brochure and ad proofing.
• Complete weekly staff rotas.
• Participate in recruitment and interviews.
• Work on special projects and events.
• Maintain professionalism and company standards.
• Perform administrative duties accurately and timely.
• Maintain dress code, tidiness, and punctuality.
• Comply with legal regulations like GDPR.
• Other duties as assigned.

Education

• College Education Preferable
• Recognized qualification in Travel & Tourism / Hospitality (desirable)
• Second language (preferably French, German, Spanish) is an advantage

Experience

• 1-3 years in travel industry, with knowledge of cruise sector
• Call center, hospitality, travel agency, or tour operator experience
• Sales experience in supervisory roles
• People supervision in sales environment

Skills and Competencies

• Proficiency with Microsoft Office
• Reservations systems, airline GDS, Sabre (advantage)
• Salesforce knowledge (preferable)
• Knowledge of ABTA/ATOL regulations (advantage)
• Strong geographical and travel industry knowledge
• Proactive sales skills, high energy, initiative
• Closing and conversion skills
• Organizational and problem-solving skills
• Multi-tasking and time management
• Excellent administrative and communication skills
• Interpersonal skills and professionalism
• Team player with initiative
• Customer focus and resilience
• Results-driven, flexible, and solution-oriented
• Ability to work additional hours, including travel, weekends, and evenings
• Professional appearance required

**Note:** If you do not hear back within 10 working days, your application was unsuccessful.