$17,500 a year

Job Purpose

The role of Web Support Team Expert involves communicatingwith Sykes Customers every day, via email and online live web chat. This roleis responsible for maximising every booking opportunity whilst ensuring thatthe experience exceeds customer expectations.

As part of our application process, we will be holdingRecruitment Days on Wednesday 30th January and Wednesday 6thFebruary, for applicants who are shortlisted to interview stage.


= Previous experience of sales

= Strong negotiation skills

= Excellent written communication skills

= Proven track record in working with andexceeding targets

= IT literate with previous experience of customerdatabases and software programmes such as MS Office


= Previous travel experience

= Previous experience working on live web chat

Core Accountabilities

= Respond to incoming emails and live customer webchats from the Sykes website in line with department procedures and service guidelines

= Maximise all opportunities to convert enquiriesinto bookings, ensuring that personal and team booking and conversion targetsare met

= Deliver an outstanding customer service on everycall/ email and chat to exceed customer expectations and provide the bestcustomer experience possible

= Identify and maximise opportunities to maximise income on every booking offering additional products such as insurance where appropriate

= Identify opportunities to enhance the customerexperience or internal processes and feeding back to relevant team andstakeholder

The Web Support Team may be called upon to provide supportto other areas within the business, dependent on business needs.

Note: This Role Profilereflects the present requirements of the post. As duties and responsibilitieschange and develop the role profile will be reviewed and be subject toamendment in consultation with the post-holder.

Role/DepartmentSpecific Responsibilities

= Maximise conversion opportunities

= Support web enhancements and the drive toincrease online sales mix

= Maximise opportunities to sell additionalproducts

= Meet all agreed monthly targets and conversions

= To meet/exceed all quality measures for the department(Customer SAT/NPS)

= To attend training sessions for personaldevelopment

= To take personal responsibility for customerinteraction and follow up as required

Key PerformanceIndicators

= Monthly conversion targets

= Monthly quality targets

= Individual DND measurements

= Shift attendance

= Customer satisfaction measures


= Results driven

= Excellent written skills

= Strong organisational skills able to multi-task and work to deadlines

= Motivated and enthusiastic approach

= Good attention to detail

= Strong team player

= Customer focused with determination to deliver agreat experience

= Punctual and reliable

= Good negotiation and sales skills

= Creative approach to challenges

= Able to work well under pressure without a dropin quality

= Able to recognise personal improvement areas andcontinue developing

Willing to work tocompany values of:

= Driving innovation and change

= Communicating honestly

= Achieving together

= Earning trust

= Growing and learning

About Us

Sykes is one of the UK's leading independent holiday cottagerental providers. By 2020, we're aiming to be Number One in the UK. It's anambitious goal, but that hasn't stopped us succeeding before. Our success hasbeen recognised both within and beyond our industry - we've won a prestigious"Best in Industry" award at the British Travel Awards for the lastfive years, and have been recognised by the London Stock Exchange Group as oneof 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 thathard work. In addition to salaries, we offer a generous benefits packageincluding:

= 33 days holiday (including bank holidays)

= An additional day off during the week of yourBirthday

= 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 andincreases 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
$17,500 a year