Live Chat Sales Team Manager

Job Purpose

This document provides a framework outlining the key experiences and functional skills that will be expected of a Web Support Team Manager at Sykes Cottages.

The role of Live Chat Sales Team Manager involves motivating, developing and driving a team of live chat agents to deliver the highest levels of sales conversion, chat quality and customer service to our customers. This role is also responsible for managing and delivering the highest performance of shifts within the Operations Department

This role leads and motivates a team of people to succeed.

The role involves ensuring that your direct team along with the Operations department are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results driven environment. 

The Live Chat Sales Team Manager must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality.

Working hours must be flexible to include weekends and evenings (until 10pm)


Essential Experience      

=        Previous Sales Management

=        Proven track record in Coaching and Training in a sales environment

=        Experience in driving results

=        Change management

=        Proven track record in motivating a team

=        Excellent time management skills

=        Ability to recognise problems and areas for improvements

=        Strong communication skills       


Desirable Experience

=        Knowledge of HR policies, practises and procedures

=        Knowledge of live chat


Core Accountabilities

=        Accountability for team performance, including coaching and development of team member’s individual performances.

=        Ensure that shifts are suitably covered

=        Understand all organisation’s products, services, procedures, guidelines

=        Conduct regular reviews of Agents performance and manage under performance

=        Feedback to relevant department on improvements based on staff/customer feedback

=        Ensure a safe and harmonious working environment

=        Motivate and support team members

=        Mentor teams

=        Drive performance improvements

To work alongside the Senior Management team within the Operations Department of Sykes Cottage to deliver outstanding results, to positively drive change, to motivate and inspire team members

To create an environment oriented to trust, open communication , creative thinking and a collaborative approach

A flexible approach to the role is required and the ability to move around the business should this be required

Any other duties as are within the scope, spirit and purpose of the job.

Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder.


Key Performance Indicators

=        Meet and exceed conversion performance for the Call Centre in line with month goals set and agreed

=        Ensure all service levels are met and exceeded at all times – SLA’s will be set and agreed monthly

=        Team performance is managed in line with Company guidelines – to include performance management, staff retention

=        Attendance is managed in line with Company guidelines

=        Escalate issues which cannot be resolved by the team


Personal Attributes

=        Motivated

=        Approachable

=        Attention to detail

=        Organisation skills

=        Flexible approach

=        Be calm under pressure 

=        Creative

=        Punctual and reliable

=        Strong team player

=        Positive can do attitude

=        Ability to work on own initiative


About Us

Sykes is one of the UK's leading independent holiday cottage rental providers. By 2020, we're aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped us succeeding before. Our success has been recognised both within and beyond our industry - we've won a prestigious "Best in Industry" award at the British Travel Awards for the last five years, and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". We're a fast-paced, exciting company to work for, but haven't forgotten our roots from Sykes' founding days at a kitchen table.

Although we work hard, we also believe in rewarding that hard work. In addition to salaries, we offer a generous benefits package including:


=        33 days’ holiday (including bank holidays)

=        An additional day off during the week of your Birthday

=        Annual bonus scheme

=        Staff pension

=        Private Medical

=        Death in Service payment

=        Subsidised park and ride passes

=        Enhanced Maternity and Paternity pay

=        Long service awards - cash payments and increases in holiday allowances

=        Staff discount on cottage holidays

=        Free worldwide travel insurance (including family members)

=        Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office