Outbound and Loyalty Team Leader

FCM Travel; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

FCM Travel is looking for a Loyalty Team Leader in London to oversee a team of outbound consultants. The ideal candidate should have travel industry experience and a passion for customer service. This role involves motivating the team, generating leads, and ensuring excellent guest interactions, supported by a comprehensive benefits package and competitive salary.

Benefits

Annual leave plus bank holidays

Contributory pension scheme

'Cycle to work' scheme

Subsidised private healthcare

Company loyalty scheme (Travel Fund)

Travel insurance

Familiarisation trips

Recognition awards throughout the year

Social events

Paid learning & development time (1 hour/week)

Qualifications

• Deep passion and general knowledge of global travel and destinations.
• Significant experience in the travel industry required.
• Previous experience leading teams/projects advantageous.

Responsibilities

• Guide and motivate a successful team of outbound consultants.
• Generate leads for award-winning holidays through outbound calling.
• Support personal development and effectiveness of team members.

Skills

Communication

Organisational skills

Guest engagement

Education

Experience in travel/luxury travel industry

Leadership experience

Tools

Microsoft Suite

Power BI

Job description

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Outbound and Loyalty Team Leader, London

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Client:

FCM Travel

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

2f5b7e0782a4

Job Views:

18

Posted:

18.06.2025

Expiry Date:

02.08.2025

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Job Description:

The Opportunity

As the Loyalty Team Leader, you will guide, motivate, and empower a successful team of outbound consultants to nurture repeat guests and engage new guests, generating leads to sell our award-winning holidays with accuracy, knowledge, and professionalism. This will include actively outbound calling guests to create highly qualified leads for our Travel Consultants to convert into bookings, whilst coaching your team to do the same.

This role would suit a candidate with strong guest facing skills who is looking to consolidate their existing leadership skills and experience or take their first step into managing a team. In return, the team leader will be provided with ongoing support and development to assist in their growth as a leader.

Responsibilities

The responsibilities for this role include (but are not limited to):

• To foster a high-performance, high-service team environment for the team
• To drive all team members towards collaboration and common purpose across all parts of the business and global offices
• To identify where the team need relevant information from across the business and suggest how they can best be kept up to date with Scott Dunn product knowledge and trends
• To support with planning, organizing and manage data lists for the team in line with planned marketing activity
• To ensure that the CRM is maintained with guest loyalty status and guest loyalty records are up to date
• To clearly communicate, provide clarity and insight on areas of sales measurement, guest feedback and responsibilities for your team as and when required
• To create a climate where your team can express their views honestly and openly
• To support and coach individuals to ensure everyone’s personal development and effectiveness is maximized
• To regularly ask for information, input and suggestions for continual improvement
• Encourage the team to love learning and continually grow their travel knowledge and sales skills
• To escalate blockers to performance with suggested solutions
• To ensure consistency and adherence to operational processes
• Personally, engage with new and previous Scott Dunn guests to generate enquiries including at events and face to face meetings
• Support the Loyalty Manager in monitoring all enquiries generated by the outbound team and how they move through the sales process clearing any blockers along the way and taking back into the team where appropriate
• Refer guests who could potentially be part of our Scott Dunn Private programme as well as nurturing any expired members from Scott Dun Private into the guest loyalty team
• Training colleagues with knowledge gained from areas visited
• Conducting educational and research trips abroad, complete all required website and product updates and present back to teams and planning the same for your team
• Conduct 1:1’s with the team as and when required

About You

This role will require a deep passion and general knowledge of global travel and destinations – spanning across nearly every corner of the world, in tandem with travel industry experience and an unwavering dedication to exceptional guest service delivery. Along with significant experience working in the travel/luxury travel industry, it would be further advantageous if you have previous experience leading teams/projects. Other factors that will assist in your application include:

• Clear and confident communicator both written and verbally
• Strong organisational skills
• Exceptional ability to engage guests
• Influential, respectful, and someone of high integrity
• Ability to delegate, prioritise, and support others
• Experience of handling high volume of calls and emails
• Previous exposure to the use of databases, Microsoft suite, and Power BI advantageous

Values & Behaviours

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleaguesneeds. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location

This role is based in our Hammersmith, London Office. Part-time may be considered for this role to the equivalent of four full days per week and occasional travel to support offsite remote works may be required.

We offer very competitive salaries and a great benefits package including the following:

• days annual leave plus bank holidays, rising by 1 day with each year of service (max )
• Contributory pension scheme
• 'Cycle to work' scheme
• Subsidised private healthcare
• Company loyalty scheme (Travel Fund)
• Travel insurance
• Familiarisation trips
• Recognition awards throughout the year
• Social events
• 1 hour per week paid learning & development / personal growth