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About the Role
This role leads high-performing teams in sales and after-care, owning the customer journey from inquiry to departure. The Assistant Team Leader drives revenue growth, customer retention, and exceptional customer experience across Trade and Direct channels, while also supporting Customer Service Consultants to maintain low wait times and excellent service.
Responsibilities
- Lead, coach, and develop high-performing Customer Sales and After Care Sales teams, fostering a unified culture of accountability, collaboration, and continuous improvement.
- Embed sales-through-service and retention-focused principles across all customer interactions.
- Act as the escalation point for complex customer issues, cancellations, and complaints.
- Ensure compliance with Global Touring policies, processes, and regulatory requirements.
- Lead and support change initiatives impacting systems, structure, processes, or customer experience.
- Manage resourcing, rosters, leave, and staffing needs to meet business requirements.
- Lead recruitment, onboarding, and capability development for Sales and After Care teams.
- Collaborate with cross-functional leaders in Operations, Product, Finance, and Marketing.
- Participate in leadership forums and contribute to the Global Customer Service strategic plan.
- Role-model Global Touring brand values and customer-first leadership behaviours.
Requirements
- Demonstrated experience leading teams across sales and/or after care functions in a customer-centric environment.
- Confidence coaching teams on consultative selling, sales-through-service, and retention-focused after care behaviours.
- Proven experience setting performance expectations, delivering feedback, and managing performance outcomes across multiple teams.
- Excellent written and verbal communication skills with strong presentation and facilitation capability.
- Strong stakeholder and relationship management skills across cross-functional teams and leadership groups.
- Proven ability to work autonomously, prioritize effectively, and operate with minimal supervision.
- Actively role-model and champion Global Touring brand values and customer-first leadership behaviours.
Skills
- Sales
- After Care
- Customer Service
- Team Leadership
- Coaching
- Consultative Selling
- Performance Management
- Communication
- Presentation
- Facilitation
- Stakeholder Management
- Relationship Management
- Autonomy
- Prioritization
Location
- London, United Kingdom
Work Type
- Full Time
- Hybrid (3 days office-based, 2 days remote)
Experience Level
- Team Leader
- Management
Salary/Compensations
- Salary + Bonus (based on sales targets & KPI’s)
About the Company
- Global Touring inspires people through life-changing travel experiences.
- We are a group touring company operating brands like Topdeck Travel, Back-Roads Touring & Grasshopper Adventures.
- We focus on developing our product range, driving growth in key markets, innovating product delivery, and ensuring a first-class customer experience.
- Our internal brand is Global Touring; externally we use our customer-facing brands.
- We employ a 'one best way' approach to support the strategy and activity for each brand.
- Each team member works across both of our brands with equal commitment.
- Our values are: Stay Curious, Choose Transparency, Don’t Pass the Buck, and Together We Go Further.
- We value ideas over hierarchy, courage to take risks, and growth over perfection.
- We are transparent, communicate with clarity, and build relationships based on mutual respect.
- We are empowered to make decisions based on data and experience, holding each other accountable.
- We embrace alternate perspectives, recognize each other’s strengths, and champion collective genius.