1000+ Best customer service agent Jobs in London (February 2026)

Head of Business Development – Maternity Cover (12 Month FTC)

5 days ago

London

Big Bus Tours is the world’s largest operator of open-top sightseeing tours, carrying nearly six million customers a year across many major cities and operating a fleet of around 500 vehicles. Founded in 1991, the company now employs over 2,000 people and was listed in The Sunday Times Top Track 250 in 2018 and 2019. Backed by private equity firm Exponent, Big Bus Tours is driving an ambitious phase of digital transformation and portfolio expansion, including brands such as Tour Dubai, Touristation, Tower Tours, and the upcoming Big Duck Tours. The business culture is defined by ambition, collaboration, and a commitment to delivering outstanding customer experiences. Following significant transformation over the past three years, Big Bus Tours is focused on growth through smart technology, digital innovation, new market opportunities, and enhanced customer value. Role Overview • The Head of Business Development will lead all Local & Agent sales activities for London, which include planning, prospecting and account management, whilst leveraging best practices to ensure that we maximise sales. This role has commercial responsibility for the performance of the Agent Sales & Local Trade channel., • To work closely with and in conjunction with the central sales team, to proactively set the London Partner Sales strategies and direction, taking in to account local market dynamics and competitive forces, and to deliver all elements of the Partner Sales plan to budget., • To deliver all Agent Sales & Local Trade initiatives to achieve and exceed the targets on revenue, net profitability, passenger volume, and customer satisfaction., • To identify and deliver new business and partners. Key Responsibilities Agent Sales and Local Trade Channels • Devise a sales plan and support the Agent Sales Manager & team to grow existing partners as well as recruitment of new partners with timescales, sales projections, and costs., • Create and manage the Agent Sales & Local Trade budget including targets, incentives and strategy., • Identify opportunities to enter new sources of demand and sectors., • Ensure alignment with the central sales team’s strategic agenda., • To submit written reports for the Managing Director on all aspects of sales, and present to the SLT during relevant meetings., • To deliver the City Agents Sales revenue, net profitability, and passenger budget., • To analyse daily and weekly sales performance vs. budget and put corrective actions and plans in place as needed., • To lead the Agent Sales commission plans., • Be a brand ambassador for Big Bus Tours in the B2B environment., • Be responsible for consistent delivery of the brand to external partners, and consistent understanding of the brand from all team members., • Ensure all relevant partners are kept up to date with pricing and product changes, and advocate for the channel when internal changes to both are made., • Monitoring of commission costs, ATP (average ticket price), and performance vs. budget and YoY., • Reporting on competitor activity and proactive recommendations on changes as needed to compete. Agent Sales - Team Management • To maintain a performance management system that supports Sales Executives and the Agent Sales Manager in setting clear goals, tracking progress, and staying accountable to role expectations., • Have diarised 1-2-1’s with all direct reports., • Keep the wider London team informed on key issues, and contribute actively to a culture of continuous improvement. Advertising Income • Create the strategy for delivery advertising Income., • Build and manage relationships with key strategic partners to build a portfolio of advertising revenue opportunities., • Help create and design artwork (with the central team) as required. Knowledge • Excellent understanding of travel industry with an ability to assess demand thus ensuring that we plan sales & promotional activities in a timely manner. Skills • Ability to prioritise effectively and deliver high-quality work to deadlines., • Able to adapt quickly to changing business needs and priorities., • Demonstrates creative thinking and problem-solving., • Excellent writing skills, able to communicate messages clearly and persuasively., • Strong communication and collaboration skills., • Able to present clearly and influence stakeholders at all levels, including senior leadership., • Strong negotiation and presentation skills., • Experience managing, leading, and motivating a team., • Strong analytical skills; able to use data to identify insights and trends., • Fluency in English (written and spoken) is essential., • Proficient in Microsoft Office (Excel, PowerPoint, Word) (or equivalent tools). Experience/Qualifications • University degree preferred but not required., • 3 + years’ relevant sales experience (travel industry preferred), with a proven track record in managing partner relationships., • Experience in delivering partner-focused solutions based on customer needs and ability to solve complex problems effectively., • Proven ability to manage multiple projects at a time while paying strong attention to detail., • Budget management & reporting experience in managing budgets and ensuring diligent use of budgets to attain maximum impact. Competencies • Communication – Ability to express ideas or facts in a clear and persuasive manner, adapts style to different audiences and builds alignment., • Customer Focus – Exceeding customer expectations by displaying a total commitment to identifying and providing solutions of the highest possible standards aimed at addressing customer needs., • Strategic and Critical Thinking – Takes account of a wide range of longer-term issues, opportunities and contingencies. Identifies the means of implementing plans in line with the vision and direction., • Analytical – Effectiveness in identifying problems, seeking pertinent data, recognising important information and identifying possible causes of problems., • Technical Knowledge – Possesses an in-depth knowledge of the area and can effectively apply that knowledge to solve a range of problems., • Results Orientated – Takes ownership for delivering business results; prioritises effectively, sets clear and achievable goals, meets deadlines, and maintains high standards of quality and service in line with company goals., • Planning and Budgeting – Ability to establish efficiently an appropriate course of action for self/others to accomplish a goal., • Commercial Awareness – Able to understand the key business issues that affect the profitability and growth of an enterprise and takes appropriate action to maximise success. Working Hours and Conditions • FTC - 1 Year Maternity Cover, • 4 days per week - 9am to 5.30pm, hours can be split across 5 days., • Due to the nature of the role, there is a requirement to be available outside these hours depending on business requirements and trade events to attend., • Mobility and the need to work flexible hours is an integral part of the role., • Hybrid role – 3 days per work required in the office.

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