Job Summary

Contributing to ensure the branch delivery of all Key Performance Indicators set by the Travel Group and in line with the Travel Strategic Plan. Ensuring all customers experience unrivalled customer service, whilst maintaining high levels of operational standards within the branch and complying with current policies and procedures.
As this is a Senior position the post holder will be expected to manage, coach and drive colleague performance in conjunction with the Branch Manager/Assistant Manager.

Occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested by the Society

Key Responsibilities

The post holder shall:

  • Acts as a role model, achieving  sales and profit targets set
  • Provide unrivalled customer  service by delivering the Travel Customer Journey Framework – FAME
  • Maximise selling opportunities by selling additional products e.g. Attraction Tickets, Airport Parking, Car Hire, Travel Insurance and Travel Money
  • Identifies opportunities and actions to enhance the branch performance, including understanding of competitor activity, discount controls, commercial information, marketing activity, promotional initiatives, events and PR opportunities.
  • Actively participates in training made available to them to enhance knowledge and personal development.
  • To promote an engaging and professional relationship with colleagues, customers and suppliers that we work with.
  • Effectively assists with the management of  controllable  costs to maximise profitability of the branch,  e.g. personnel, stationery, telephone, uniform
  • Comply fully and accurately to current policies and procedures in place, whilst adhering to deadlines for their completion and submission.
  • Ensure the administration of bookings and financial reconciliation are of the quality and accuracy required
  • Act responsibly and to encourage due diligence from all colleagues to protect Society assets. Therefore ensuring the total security of Travel premises, Stock, cash, equipment and personnel at all times.
  • Ensure valuable documents and other important data are safely stored.
  • Keep confidential all sensitive information both within and outside of work.
  • Ensure that all payment handling procedures are followed and colleague purchases are conducted with strict adherence to policies and procedures relating to colleague purchases/bookings.
  • Undertake general housekeeping duties as required.
  • Ensure all promotional material is presentable and up to date and thus reflects positively on the image of the branch and therefore the Society. further, and that such housekeeping ensures the accuracy of material used by colleagues.
  • Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work.

In addition, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures.

Person Specification

Actively supports the local community and encourages colleagues participation 
Is proactive in increasing member trade and member engagement  along with the recruitment of new members 
Promotion of ethical travel within branch 


Support with the coaching and, development of colleagues and act as a role model


To deliver the Customer Journey Framework 
Addresses complaints effectively and efficiently 
Increase customer compliments 
Focus on customer loyalty and obtaining new customers by recommendation 


Adheres to all health and Safety procedures
Reduces waste within branch 
Promotes innovation within the team  


Improves branch sales and grow profits 
Adhere to Audit requirements and branch controls to reduce risk of branch losses
Controls costs 


GCSE standard of education /NVQ