Head of Operational Support

7 months ago

Beaconsfield, United Kingdom World Challenge Full time

**About World Challenge**

Refined over 30 years, World Challenge trips focus on enriching lives through experiential travel. Our philosophy is based on the belief that character and perspective are developed through real-world experiences. Working in partnership with schools, World Challenge facilitates powerful, student-led expeditions across the world, providing opportunities to develop crucial life skills, such as leadership, resilience and self-belief.

World Challenge is part of Experience Education, a division of the Travelopia group, one of the world’s leading specialist travel groups.

**What you will be doing**:
As the Head of Operational Support your key responsibilities will be people management, problem-solving and incident management helping to support our travellers as they prepare for, and during their trip. This includes being responsible for our industry leading 24-hour Operations Centre, when we have groups out on trips. We currently have a team of Operations Coordinators across the UK, South Africa and Australia.
- Provide leadership and performance management for operational support staff.
- Oversee the team to ensure up-to-date traveller information, including medical declarations and passport details.
- Manage and optimise the Ops Centre staffing rota for 24-hour coverage (When we have groups out on trips).
- Collaborate with the wider team to allocate resources efficiently during high-demand situations.
- Take an active on-call role in the Operations Centre to support the team in escalated cases and emergencies.
- Continuously review and develop Operations Centre systems, including incident management, satellite tracking, and communication networks.
- Collaborate with various stakeholders, including Expedition Leaders, school staff, medical and security assistance providers, ground team members, and other contacts to enhance overall response effectiveness.
- Develop and refine standard operating procedures and the Incident Management Plan to improve response times and accuracy.
- Perform ongoing analysis and reporting of incident trends and statistics.

**What are we looking for**:

- Proven leadership experience in an operations centre or emergency response environment.
- Demonstrated expertise in developing and implementing operational policies, systems, and protocols.
- Effective and motivating leader capable of directing workloads and managing performance.
- Excellent verbal and written communication skills.
- Friendly and professional manner with a passion for building positive relationships.
- Strong customer service orientation with a keen awareness of customer needs.
- Proficiency with Microsoft Office apps, including Word, Excel, Outlook, PowerPoint, and experience with databases.
- Genuine passion for travel and a dedicated commitment to student development.

**Join us and in return you will be rewarded with**:

- Opportunities to travel overseas as a member of an expedition team and/or on familiarisation trips
- 25 days of annual leave plus public holidays, 2 charity days per year and a bonus day off for your birthday
- Global recognition and reward program
- Various employee discounts and offers, including discounted trips with other Travelopia brands and reduced-price kit for your next adventure

**If you’re looking for an exciting opportunity and want to play a key role in the delivery of our World Challenge experiences, then we would love to hear from you**

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

LI-SR1 #LI-HYBRID

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