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Operations Team Leader

4 months ago

Surrey, United Kingdom C&M Executive Recruitment Full time

**Operations Team Leader - Travel**
This leading destination specialist tour operator are looking for an Operations Team Leader to take day to day responsibility for their small team of operations specialists. You will lead the team in providing exceptional customer service and results, for all operations activity from the time of booking right through until the return to the UK. Rewarded with a salary of £30k, hybrid working, and excellent benefits.

**Operations Team Leader - Role & Responsibilities**:

- Undertaking day to day management of the team to maintain quality standards, including staff performance, training needs and staff motivation.
- Manage & supervise the daily workload ensuring all tasks are carried out according to set time frames, hands on to assist as needed.
- Ensure customer literature and documentation is high quality, informative and accurate, and documents are dispatched at the appropriate time.
- Ensure customers are notified of itinerary / flight schedule changes and effective solutions found.
- Take control of issues in resort, ensuring problems are resolved quickly and effectively with customer satisfaction being the priority. Liaising with suppliers to resolve and following up to prevent re-occurrence of problems.
- Manage the customer post trip follow up process and liaise with suppliers to investigate any issues reported.
- Ensure the team are fully trained and equipped to deal with enquiries across all product areas.
- Carry out fortnightly 1-1 meetings with individual team members
- Manage team rotas / absence, ensuring adequate cover.
- Responsibility for recruitment, induction, and training of all new staff.
- Monitor Foreign Office advice for travel updates, taking necessary action with existing and new bookings.
- Monitor the out of hours emergency phone, approx. 2 to 3 weeks per year and be a member of the crisis response team.

**Operations Team Leader - Skills & Experience Required**:

- Proven experience in an operations / pre travel / customer service role within the travel industry. Experience of working for a specialist tour operator would be valuable.
- People management experience.
- Strong organisational skills as well as experience of managing multiple work streams.
- Friendly, personable & approachable
- Exceptional customer service skills.
- Adaptable to change with the ability to prioritise workload in a busy operational environment.
- Strong problem solving and decision making skills, with strong commercial judgement.
- Amadeus proficiency is desirable.
- Good knowledge of MS Word, Outlook, Excel and PowerPoint.

**Operations Team Leader - Additional Information**:

- Salary of £30k.
- Hybrid working, circa 2 days in the office.
- Monday to Friday 9 to 5.
- Range of staff benefits including discounted travel, health cash plan, subsidised Gym membership, wide range of well being initiatives & social events.