Topdeck Travel Ltd
Customer Service Assistant Team Leader
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Brand: Global Touring
Position: Sales & After Care Sales Assistant Team Leader
Reporting to: Head of Customer Service
Location Base: London, United Kingdom
Contract: Full Time. Salary + Bonus (based on sales targets & KPI’s)
The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel, Back-Roads Touring & Grasshopper Adventures are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don’t worry if you can’t find Global Touring when you search – this is our internal brand, externally we only use our customer facing brands.
Topdeck, Back-Roads & Grasshopper may serve very different customers, however, our ‘one best way’ approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.
We’re looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading!
Brief Summary
A Global Touring Assistant Team Leader is passionate about sales and a people leader responsible for leading high-performing teams across both front-end sales and post-booking after-care functions. The role owns the customer journey from initial enquiry through to trip departure, driving revenue growth, customer retention and exceptional customer experience across Trade and Direct channels.
They will demonstrate excellent customer service and provide support to the other Leaders within Customer Service. The ATL will motivate and encourage team members to drive sales and perform at their best in their role. This role will be a mix of elevated leadership responsibilities whilst also still being available for calls and chats to assist and support the Customer Service Consultants to maintain low wait times and excellent service.
Key Responsibilities:
- Lead, coach and develop high-performing Customer Sales and After Care Sales teams, creating a unified culture of accountability, collaboration and continuous improvement.
- Embed sales-through-service and retention-focused principles across all customer interactions, ensuring consistent execution at every stage of the journey.
- Act as the escalation point for complex customer issues, cancellations and complaints, balancing customer advocacy with commercial outcomes.
- Ensure strong compliance to Global Touring policies, processes and regulatory requirements, driving continuous improvement where required.
- Lead and support change initiatives impacting systems, structure, processes or customer experience across both teams.
- Manage resourcing, rosters, leave and staffing needs to ensure business requirements are met while supporting flexible working arrangements where possible.
- Lead recruitment, onboarding and capability development across Sales and After Care teams.
- Collaborate closely with cross-functional leaders including Operations, Product, Finance and Marketing to deliver cohesive outcomes.
- Participate in leadership forums and contribute to the Global Customer Service strategic plan and execution.
- Actively role-model Global Touring brand values and customer-first leadership behaviours.
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Experience, Requirements and Key Behaviours
- Demonstrated experience leading teams across sales and/or after care functions in a customer-centric environment.
- Confidence coaching teams on consultative selling, sales-through-service and retention-focused after care behaviours.
- Proven experience setting performance expectations, delivering feedback and managing performance outcomes across multiple teams.
- Excellent written and verbal communication skills with strong presentation and facilitation capability.
- Strong stakeholder and relationship management skills across cross-functional teams and leadership groups.
- Proven ability to work autonomously, prioritise effectively and operate with minimal supervision.
- Actively role-model and champion Global Touring brand values and customer-first leadership behaviours.
Right now, we’re all working in head office and from home. We are currently working in a model of 3 days office-based and 2 days home/remote working per week. This is subject to change based on business policies.
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Global Touring Values
Our values aren’t just words on a page. They’re the backbone; the steering wheel; the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient combines to achieve the rich consistency fueling the soul of Global Touring.
Stay Curious
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.
Choose Transparency
We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.
Don’t pass the buck
If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.
Together we go further
Across oceans and office desks, it’s more than a love for travel that keeps us connected. There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.
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Jessica, London
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