Contact Centre Team Manager
| Posting date: | 24 February 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 24 March 2026 |
| Location: | Lancashire, PR7 7NA |
| Company: | Alfa Leisureplex Group |
| Job type: | Permanent |
| Job reference: | ORG1960-JH1508669ChoCCTM |
Summary
Alfa Holiday Group have an exciting opportunity for a Contact Centre Team Manager to join our team based at our Central Office in Buckshaw Village, Chorley.
The Alfa Holiday Group is one of the UK’s most highly respected coach holiday and hotel companies with a consolidated turnover of over £75 million per year. We are the UK’s only employee-owned Travel Group and our brands include Alfa Hotels and Alfa Coaches. Our mission is to provide high quality memorable holidays for our guests.
Alfa Hotels own and operate 25 hotels in the UK’s most popular seaside locations. We have a combined bed stock of over 2,000 rooms and achieve strong all year-round occupancies due to our sister brands, plus our links to other coach operators and group organisers.
You would be joining the group during an exciting period as we continue to see significant growth in the number of customers choosing to holiday with us each year. As an employee-owned business with over 1,000 employee owners, we treat our people with respect, enabling them to achieve their ambitions and provide the best service to our guests.
About the role:
We are looking for a full-time member of the team, working 37.5 hours per week over 5 days, including a minimum 1 in 3 full weekends. The working hours will be on a rota basis, covering the contact centre opening times of 08:30am – 6:30pm Monday to Friday, Saturday 09:00am – 5:00pm and Sunday 10:00am – 4:00pm. We are offering a salary of £32,000 per annum in addition to a number of other benefits outlined below.
As a Contact Centre Team Manager, you will report to the Alfa Holidays Contact Centre Manager, and will assist with leading, developing, and managing a team of contact centre agents to achieve sales targets while delivering exceptional customer service. The role focuses on driving performance through effective coaching, ongoing development, and robust performance management. The Contact Centre Team Manager will ensure high levels of customer satisfaction, foster a positive and motivated team environment and support continuous improvement across all contact centre operations.
Contact Centre Team Manager Responsibilities:
Supervise, motivate and support a team of call centre agents to achieve individual and team targets
Monitor inbound and outbound customer calls, emails, and live chats to ensure quality and compliance with company standards
Track, manage, and report on key performance indicators (KPIs) including revenue targets, conversion rates, call handling time, and customer satisfaction
Deliver ongoing coaching, training, and performance feedback, including structured 1-2-1 meetings with each team member at least four times per year
Conduct regular team meetings to communicate business updates, performance results, goals, and expectations
Handle escalated customer issues, complaints, cancellations, refunds and charges in line with company procedures, ensuring effective resolution and high service standards
Assist with onboarding and training of new team members
Manage administrative duties to ensure all daily and weekly tasks are completed accurately and on time
Prepare, monitor, and share daily and weekly performance reports with the team in agreement with the Contact Centre Manager
Make recommendations for process and service improvements to enhance efficiency and customer experience
Handle inbound sales, administration, and customer enquiries, maximising booking conversions while maintaining excellent service standards
Oversee Outbound & Inbound calls/tasks, e.g., Tour Consolidations/Outbound campaigns
Assist the contact centre team with calls during busy periods
Essential Skills and Competencies:
To be successful in this role, you must be a confident, calm and experienced leader who demonstrates a results-driven and goal-oriented approach, that can effectively deliver in a fast paced and changeable environment.
Our ideal candidate must be able to demonstrate the following:
An understanding of call centre operations
An ability to analyse performance data and implement improvement plans
Experience of learning new systems and tools quickly
Experience of handling escalated and complex customer issues professionally and efficiently
Strong decision-making and problem-solving abilities
Excellent interpersonal, customer service and communication skills – face to face, on the phone and written
Strong time management abilities, with adaptability to changing targets, schedules, and workloads
Direct people management experience, including leading, coaching, and motivating a team, as well as experience of performance management, including delivering effective feedback, appraisals, and corrective action to drive overall team performance
Strong conflict resolution and team-building abilities
An ability to deliver clear instructions and constructive feedback
Desirable Skills:
Knowledge or experience of working in the travel or hospitality industry
Knowledge or previous use of travel booking systems
Benefits of being an employee owner:
Bi-annual tax-free dividend due to our employee-owned status (circa £1,500 last year)
Funding for any relevant training courses to aid your development
Job Security – our employee-owned status provides better job security, as we can't be sold to another company
30 days annual leave
Support and continuous development opportunities
Competitive occupational sick pay scheme
Fantastic discounts on our holidays and hotel stays
Employee assistance programme - Health Assured
Length of service rewards
Reward, recognition and engagement programs
Annual pay reviews in April each year
If you feel you are friendly, positive and passionate and have the necessary skills and experience to be successful in the Contact Centre Team Manager role, click ‘apply’ today. We’d love to hear from you.
The Alfa Holiday Group is one of the UK’s most highly respected coach holiday and hotel companies with a consolidated turnover of over £75 million per year. We are the UK’s only employee-owned Travel Group and our brands include Alfa Hotels and Alfa Coaches. Our mission is to provide high quality memorable holidays for our guests.
Alfa Hotels own and operate 25 hotels in the UK’s most popular seaside locations. We have a combined bed stock of over 2,000 rooms and achieve strong all year-round occupancies due to our sister brands, plus our links to other coach operators and group organisers.
You would be joining the group during an exciting period as we continue to see significant growth in the number of customers choosing to holiday with us each year. As an employee-owned business with over 1,000 employee owners, we treat our people with respect, enabling them to achieve their ambitions and provide the best service to our guests.
About the role:
We are looking for a full-time member of the team, working 37.5 hours per week over 5 days, including a minimum 1 in 3 full weekends. The working hours will be on a rota basis, covering the contact centre opening times of 08:30am – 6:30pm Monday to Friday, Saturday 09:00am – 5:00pm and Sunday 10:00am – 4:00pm. We are offering a salary of £32,000 per annum in addition to a number of other benefits outlined below.
As a Contact Centre Team Manager, you will report to the Alfa Holidays Contact Centre Manager, and will assist with leading, developing, and managing a team of contact centre agents to achieve sales targets while delivering exceptional customer service. The role focuses on driving performance through effective coaching, ongoing development, and robust performance management. The Contact Centre Team Manager will ensure high levels of customer satisfaction, foster a positive and motivated team environment and support continuous improvement across all contact centre operations.
Contact Centre Team Manager Responsibilities:
Supervise, motivate and support a team of call centre agents to achieve individual and team targets
Monitor inbound and outbound customer calls, emails, and live chats to ensure quality and compliance with company standards
Track, manage, and report on key performance indicators (KPIs) including revenue targets, conversion rates, call handling time, and customer satisfaction
Deliver ongoing coaching, training, and performance feedback, including structured 1-2-1 meetings with each team member at least four times per year
Conduct regular team meetings to communicate business updates, performance results, goals, and expectations
Handle escalated customer issues, complaints, cancellations, refunds and charges in line with company procedures, ensuring effective resolution and high service standards
Assist with onboarding and training of new team members
Manage administrative duties to ensure all daily and weekly tasks are completed accurately and on time
Prepare, monitor, and share daily and weekly performance reports with the team in agreement with the Contact Centre Manager
Make recommendations for process and service improvements to enhance efficiency and customer experience
Handle inbound sales, administration, and customer enquiries, maximising booking conversions while maintaining excellent service standards
Oversee Outbound & Inbound calls/tasks, e.g., Tour Consolidations/Outbound campaigns
Assist the contact centre team with calls during busy periods
Essential Skills and Competencies:
To be successful in this role, you must be a confident, calm and experienced leader who demonstrates a results-driven and goal-oriented approach, that can effectively deliver in a fast paced and changeable environment.
Our ideal candidate must be able to demonstrate the following:
An understanding of call centre operations
An ability to analyse performance data and implement improvement plans
Experience of learning new systems and tools quickly
Experience of handling escalated and complex customer issues professionally and efficiently
Strong decision-making and problem-solving abilities
Excellent interpersonal, customer service and communication skills – face to face, on the phone and written
Strong time management abilities, with adaptability to changing targets, schedules, and workloads
Direct people management experience, including leading, coaching, and motivating a team, as well as experience of performance management, including delivering effective feedback, appraisals, and corrective action to drive overall team performance
Strong conflict resolution and team-building abilities
An ability to deliver clear instructions and constructive feedback
Desirable Skills:
Knowledge or experience of working in the travel or hospitality industry
Knowledge or previous use of travel booking systems
Benefits of being an employee owner:
Bi-annual tax-free dividend due to our employee-owned status (circa £1,500 last year)
Funding for any relevant training courses to aid your development
Job Security – our employee-owned status provides better job security, as we can't be sold to another company
30 days annual leave
Support and continuous development opportunities
Competitive occupational sick pay scheme
Fantastic discounts on our holidays and hotel stays
Employee assistance programme - Health Assured
Length of service rewards
Reward, recognition and engagement programs
Annual pay reviews in April each year
If you feel you are friendly, positive and passionate and have the necessary skills and experience to be successful in the Contact Centre Team Manager role, click ‘apply’ today. We’d love to hear from you.