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Position Profile

 

ROLE:

Holiday Planner

DEPARTMENT:

Contact Centre

REPORTS TO:

Contact Centre Manager

HOURS:

Full Time (37.5 hours) – 5 days x 7.5 hour shifts

Opening times: Monday-Friday 09:00 – 19:00,

Saturday hours from 09:00-17:00, Sunday 10:00-16:00

 

The Role

Turning customers’ travel dreams into bookings; you will sell our holidays with Cosmos, Globus and Avalon. Having confident and consultative conversations with our customers, you will deliver unforgettable experiences.

 

This is a fast-paced, target-driven role where sales energy, follow-up discipline and customer passion are key.

The Holiday Planner must be organised with strong follow-up skills to smoothly transition warm prospects into booked customers.

 

Key Attributes

  • Sales Hunger – You chase every opportunity.
  • Customer Focus – You build trust, validate choices and deliver excellent service.
  • Winning Mentality – You’re driven, resilient, and results-focused.
  • Team Spirit – You collaborate, support, and contribute.

Key Responsibilities

  • Develop and build rapport with direct customers and travel agents.
  • Keep our customer at the centre of the business.
  • Maintain good geographical knowledge.
  • Keep up to date on product knowledge by studying new product descriptions.
  • Achieve targets and performance metrics working with agreed KPI’s, which include call volumes, conversion rates, follow-ups, and lead management.
  • Service inbound enquiries and respond with outbound calls, e-mails, and web chat, within the operational hours of the contact centre.
  • Encourage sales by following up on all points of enquiry.
  • Provide flexibility across Monday through to Sunday across various working patterns as well as Bank Holidays

 

Day to day

  • Close the Sale – Ask for the booking confidently in every interaction.
  • Keep the Customer close – Follow-up all unconfirmed leads within 48 hours.
  • Switch-Selling – Offer guests alternatives to meet their requirements and budget to secure the sale.
  • Drive Sales – Spot every opportunity and act on it.
  • Execute targeted outbound calling campaigns to drive new bookings and re-engage leads.
  • Hit daily and weekly productivity KPIs including call volumes, conversion rates, follow-ups, and lead management.
  • Maintain momentum and energy across outbound activity to maximise revenue impact.
  • Validate Choices – Speak knowledgeably and enthusiastically about our products.
  • Stay Compliant – Collect and record customer data accurately.
  • Stay Organised – Prioritise workload and manage your pipeline leads effectively.
  • Be the Expert – Keep up with product knowledge and destination info.

It should be noted that the responsibilities described above should not be seen as an exhaustive list of activities. Job responsibilities may, from time to time, be reviewed and amended in line with the fluid changes of the business.

The individual may also be required to assist other departments where workloads permit, subject to business requirements. Additional responsibilities and duties will be required of all staff members to ensure deadlines, resource and timelines are met across the business.

 

As a remote based business, it is important that we meet in person several times a year and this is mandatory for all staff, so the ability to travel to these events when scheduled is required.