Bookings Team Manager

Description

Our Ripon based client is currently recruiting for a Bookings Team Manager to lead their dedicated team and elevate their customer journey to the next level.

This isn’t just about managing a team — it’s about shaping the experience of every customer who chooses them. You’ll combine your love of customer service excellence with a sharp eye for performance and results, making sure more customers book, stay with us, and succeed.

Key responsibilities

• Lead and supervise the team
  • Manage the daily rota, performance and well-being of the team
  • Develop clear objectives for day‑to‑day activities and ensure both teams meet sales and service KPIs.
  • Conduct effective resource planning to maximise the productivity of people and technology.
  • Hire, coach and provide training to team members to maintain high standards of service.
  • Conduct performance reviews, offer constructive feedback and develop training programmes that enhance sales and service skills.
• Drive conversion and lead improvement
  • Oversee the bookings pipeline, ensuring enquiries are converted into appointments.
  • Use data to analyse lead‑to‑booking conversion rates, identify bottlenecks and implement improvements.
  • Collaborate with marketing and internal teams to understand customer needs and develop campaigns that attract high‑quality leads.
• Optimise processes and service
  • Document and refine standard operating procedures for booking, refunds, reallocations, and other workflows.
  • Monitor call handling quality, telephone and bookings procedures, evaluate performance metrics (e.g., accuracy, call‑waiting time) and implement improvements.
  • Oversee the use of technology (CRM, booking systems, phone platform) to maximise efficiency and ensure staff are organised and productive.
• Escalation and complaint management
  • Act as the final point of escalation for high‑severity complaints and complex issues, ensuring timely, professional resolution.
  • Liaise with regulatory bodies when necessary and ensure compliance with business standards.
• Data analysis, reporting and feedback
  • Collect and analyse call‑centre statistics (sales rates, costs, customer service metrics).
  • Track satisfaction and engagement metrics and use the insights to improve processes.
  • Gather both active and passive customer feedback to identify friction points and improve satisfaction.
  • Prepare regular reports for senior management on team performance, booking conversion, customer satisfaction and service improvements.

Skills and qualifications

• Proven leadership experience in a call‑centre or customer‑service environment, with responsibility for managing teams and performance.
• Strong knowledge of call‑centre metrics, data analysis and reporting.
• Demonstrated ability to build and maintain customer relationships and act as a trusted advisor.
• Excellent organisational and communication skills; ability to solve problems on the spot and drive continuous improvement.
• Proficiency with CRM, booking systems and call‑centre technologies.
• High attention to detail, with the ability to create and refine standard operating procedures.
• A positive, patient and results‑driven attitude, with a passion for delivering outstanding service and driving revenue growth.

Our client is offering a salary of up to £32k

Hours to be Monday – Friday

Additional Perks: Free parking, company events, and discounts from your favourite high street and online retailers.

Interested? Email your CV to Emma at EM Recruiting TODAY!