Learning & Development and Career Progression

Induction Training

All new travel sales consultants attend a three week classroom based induction programme. As well as lots of technical and process training, these courses also include getting to know the company and our products, as well as enhancing sales and customer service techniques.

After three weeks, new travel sales consultants join the Skills Development Zone of the Sales Centre, where they are supported by a dedicated Team Manager and a team of coaches. It’s in this area that new consultants put into practise everything they have learnt during the first three weeks; taking live calls, but without the pressure of being in the mainstream sales centre. There are still targets to hit each week, but these are at a reduced level at first and product training continues. Most people spend around four weeks in this area before joining their team.

New administration staff spend one to two weeks in the classroom environment before joining their teams for more ‘on-the-job’ training and coaching.

For other roles, most induction training is ‘on-the-job’. All roles will have a structured induction plan which will include spending some time with HR and meetings with key people across the business.

Learning & Development

As well as being responsible for induction training, the Learning and Development team provide on-going development and support for all areas of the business.

The team oversees the Gold Medal Development Programme, which provides on-going accredited development for everyone.

They also support changes across the business, whether this is new system, product, policy or process. This could include supporting Team Managers with team briefs for new procedures or providing training for the whole business when a new system or product is introduced.

The team also runs management development courses, to support Managers in their roles.

Career Progression

TCSB offers the opportunity to progress to other roles within the business either in different departments or by moving to more senior roles within the same division.

For example several of our Sales Team Managers and Sales Managers started their careers with us as travel sales consultants.

We have Software Developers who originally joined the business as Ticketing Consultants, Learning and Development Facilitators who started as Accounts Administrators and our Head of Aviation who joined as a trainee when he was only 16 years old.

Most roles are advertised internally as well as externally, so if our people have the skills and experience required for a role, they can apply and progress their career either within TCSB or across the Thomas Cook Group.

Everyone has regular performance development reviews where they agree objectives with their line manager to enable them to achieve their goals.

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