Operations and Overseas Manager

Operations and Overseas Manager

Shoreham by Sea, with possibility of some UK or overseas travel.

Salary up to £40,000

Reports: Direct 2, Indirect approx. 18 plus working with Outsource Partners.

Working Hours: Shift based rota pattern across a 7-day week operation.

Current Operational Hours: 24/7.

Hunters’ client is a successful and leading travel specialist requiring an Operations and Overseas Manager to deliver the company’s brand to customers, ensuring they manage issues effectively and quickly to minimise profit movement whilst uplifting customer experience. The successful Operations and Overseas Manager will have a background in travel operations leadership.

The Operations and Overseas Manager will play a core part of the Customer Service Management Team, with heavy focus on customer experience and retention during any aspect of disrupted travel both pre-travel and whilst in resort, alongside also maximising conversion of any failed bookings during the online booking process.

You will develop a multisite team consisting of in-house and outsourced resource, to ensure we are doing all we can to act as the voice of our customer in case of any booking challenges. You will measure success through booking retention, margin retention and customer feedback, including NPS scores. You will naturally challenging underperformance at all levels, including working with suppliers to ensure that they are achieving their core SLA’s and supporting our customers and our teams during any booking changes.

You will always be striving for ways to improve, understanding workflows and making changes to enhance performance. Comfortable with data and analysis, you will use your skills to engage with the business at all levels including the SMT to highlight opportunities to improve with a measured view on the ROI against the effort to deliver any changes.

Full accountability for your team’s performance and development, you will manage all aspects of people management within the team including conducting 1-1’s, providing feedback and coaching and also dealing with underperformance where necessary.

You will manage escalated issues, working with suppliers and customers to find appropriate resolutions. You will our crisis management policies and processes, including our disrupted travel management ensuring these are up to date and stress tested to be easily initiated and effective across all areas of CS.

You will have great relationship management skills and a natural approach to problem solving. You will have practical experience and knowledge of Package Travel Regulations, the ABTA Code of Conduct and ATOL regulations.

On a weekly and monthly basis, you will deliver constructive feedback and analysis for your area, highlighting any underperforming suppliers, people or processes and take suitable steps to remedy issues and drive improvements.

Overall you will have a hands on & can-do approach to all work types and a genuine desire to support customers 24/7 protecting brand reputation.

Experience:

• 3 - 5 years holding a senior operational management role within travel - Essential
• B2C service delivery experience at management level - Essential
• Great supplier relationship management experience, including negotiation - Essential
• B2B operational delivery experience at management level - Desirable
• Strong interpersonal & people management skills - Essential
• Outsourcing &/or remote management experience - Desirable.