Sales Consultant - Customer Contact Centre

Department: Sales & Service Team
Location: Office Based - Brighton, UK
Reports to: Sales Team Managers
Work Pattern: Annualised hours shift work, including weekends and bank holidays
Contract Type: Full time, permanent
Salary: £31,000 per annum

In a Nutshell

• Help turn someone's holiday plans into a trip they'll remember, from their very first conversation with Neilson.
• Sell fantastic active holidays while putting customer experience at the heart of every conversation.
• Work with a passionate, collaborative team where you'll learn our products, destinations and experiences inside out.
• Enjoy highly preferential Neilson holiday deals, overseas educational opportunities and a range of partner discounts.
• Work a flexible annualised-hours pattern, including weekends and bank holidays, with hybrid working available.

About Us

At Neilson Active Holidays, we do things differently. We're not just about beautiful beaches or mountain air - we're here to create good energy. Whether it's windsurfing in Greece, skiing in the Alps, or relaxing by the pool after a morning yoga session, we create holidays that are as active or laid-back as our guests want them to be.

With nearly 50 years of experience, we're proud to be the UK's leading active holiday company. Our passionate team, both overseas and at our Head Office, plays a vital role in delivering exceptional experiences for thousands of guests each year.

Working at Neilson means joining a collaborative, high-energy environment where people, passion, and performance come together. If you love talking to people, sharing your enthusiasm for travel and helping customers create holidays they'll remember, you'll feel right at home.

About You

You're a customer-focused individual who genuinely enjoys helping people find their perfect holiday and understands that great sales start with great customer service. You're commercially aware and motivated by achieving results, but you're never driven by the sale alone. You're passionate about our product and understand that success comes from combining great customer experiences with strong sales and service performance.

You'll build rapport quickly, listen to what customers want and use your knowledge and enthusiasm to help them make the right choice. You take pride in providing accurate, helpful advice and making every interaction feel friendly, personal and professional.

We work together as a team to sell our fantastic holidays, and you'll play an important part in making sure our customers feel the Neilson good energy from that very first 'hello'. You'll be confident communicating with a wide range of people, building positive relationships and creating a friendly, personal and professional experience across every interaction.

You're conscientious and take pride in getting things right, particularly when it comes to the accuracy and integrity of customer bookings. You're motivated by achieving results, but understand that success comes from combining commercial awareness with a genuine passion for our customers and our holidays.

Most importantly, you're a collaborative team player who brings enthusiasm, flexibility and a positive attitude to everything you do.

Role Overview

As a Sales Consultant, you'll be responsible for managing the Neilson holiday booking experience from start to finish. You'll provide accurate information, advice and support to direct customers and travel agents, helping them choose and book the right Neilson holiday.

You'll work across all relevant communication channels, handling sales and administrative queries while ensuring every booking and amendment is accurate. You'll also support outbound calling and marketing campaigns, stay up to date with our products and attend regular training to continually develop your knowledge and service skills.

You'll play an important role in maintaining Neilson's excellent reputation within the travel industry, delivering a consistently professional and friendly experience while contributing to the wider goals of the Sales & Service Team.

What You'll Be Doing

• Managing customer bookings and amendments from start to finish, taking personal responsibility for their accuracy and integrity.

• Providing friendly, efficient and professional customer service to direct customers and travel agents across all booking and communication channels.

• Providing accurate holiday information and clearly explaining Neilson's terms and conditions when required.

• Ensuring holiday pricing and costing is precise and numerically accurate.

• Immediately highlighting any pricing or loading errors to the relevant departments.

• Delivering agreed personal sales and service KPIs.

• Participating in outbound calling and marketing campaigns.

• Adhering to all operational standards, policies and procedures.

• Developing and maintaining strong working relationships with colleagues and other internal departments.

• Keeping your product knowledge and service skills up to date through regular training.

• Expanding your skills, knowledge and experience to positively impact your performance and support the goals of the wider business.

• Being prepared to travel overseas for educational and product knowledge development.

• Contributing to a positive, collaborative team environment and helping customers feel the Neilson good energy from their very first interaction.

Skills & Experience

You'll be great at this if you

• Have previous sales and/or customer service experience, ideally in a target-driven environment.
• Are confident communicating with a wide range of internal and external customers
• Can build rapport quickly.

• Are numerically accurate with strong attention to detail.

• Have excellent verbal and written communication skills.

• Are able to work effectively both independently and as part of a wider team.

• Are conscientious and take personal responsibility for decisions relating to your role.

• Are commercially aware and motivated to achieve personal targets and business goals.

• Have a good general geographical knowledge.

• Are flexible and able to work annualised hours, including weekends and bank holidays.

• Have GCSEs or equivalent in Maths and English.

It'd be a bonus if you

• Have previous ski or sailing experience.

• Have previous Travel Agent or Sales Centre experience.

• Have experience working in a results-driven environment with personal targets.

• Have an awareness of holiday sales and industry trends.

• Have knowledge of Microsoft packages including Word, Excel, email and PowerPoint.

What's in it for you

• Highly preferential Neilson holiday deals (up to 70% discount).
• Overseas educational opportunities to experience our products and destinations.
• Hybrid working options.
• Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc.).
• 25 days holiday + bank holidays, with the option to purchase an additional 5 days.
• Auto-enrolment into the Scottish Widows pension scheme (Employer 4%, employee 5%).
• Life Assurance at 2x your salary.
• Great office location in Brighton Marina.
• Modern, friendly, casual and upbeat office atmosphere.
• Free on-site gym and shower facilities.
• Free parking within a 10-minute walk of the office.
• Secure office bike storage.
• Office kitchen/bar with free tea and coffee-making facilities, plus a free drinks fridge and snacks.
• Pool table and darts board.
• Daily fruit basket.
• Cycle to Work and Tech schemes (salary sacrifice).
• Regular team socials and events.

We reserve the right to close this vacancy before the closing date if a suitable candidate is found.