Senior Holiday Operations Team Lead

5 days ago


York, York City, United Kingdom Inntravel Full time
About the Role

We are seeking a highly skilled Senior Holiday Operations Executive to join our team at Inntravel, a leading provider of self-guided holidays across Europe.

As a key member of our Operations team, you will be responsible for delivering exceptional service to our customers throughout their journey. This involves detailed coordination and direct communication with suppliers and customers, handling all aspects of customer communication from booking to return, and resolving operational issues.

You will work closely with the Operations team leaders to lead coaching, training, and motivating the team. Additionally, you will focus on continuous improvement by utilizing feedback from customers and the team.

  • Support operations team leaders with daily leadership of the team and assist with day-to-day workflow management.
  • Deal with escalated queries/complaints.
  • Lead the team when the team leader is otherwise engaged or absent.
  • Be a voice of continuous improvement by providing feedback on opportunities and proactively sharing best practices.
  • Understand development needs and provide coaching, training, and support to team members.
  • Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency.
  • Facilitate and support onboarding.
  • Model the values and ways of working we would like to see from the team.
Requirements
  • Good interpersonal skills and ability to develop strong relationships with stakeholders.
  • Good communication and written skills with a strong and confident telephone manner.
  • Organized with great time-management skills and an ability to multitask.
  • High level of computer literacy.
  • Ability to apply your training/knowledge to establish the best solutions for customers while maintaining a commercial balance.
  • Good working knowledge of Inntravel's systems, policies, and procedures.
  • Planning and coordination skills in order to manage the day-to-day workflow management of the team.
  • Able to demonstrate an interest in and experience of supporting others to develop in their role.
  • An enthusiasm for Inntravel's type of holiday.
  • Proactive, flexible, can-do attitude, and ability to thrive in a fast-paced work environment.
  • Genuine ability and desire to provide the highest levels of service to customers and suppliers.
  • Understands what needs to be done and shows drive and determination to deliver.
  • Ability to work independently and prioritize multiple tasks in a fast-paced environment while also appreciating when to escalate.
  • Team player.
  • Keen eye for detail and an ability to work swiftly and accurately under pressure.
  • Highly motivated and flexible, willing to work outside regular hours when required.
  • Trusted, open, and honest.
  • Inspires confidence in others.
  • Resilient and able to cope under pressure.
  • Self-starter who will take the initiative.
  • Empowering by nature and upholds our company values.
  • Passionate about travel.
About Inntravel

Inntravel is part of Hotelplan Group, a well-established and diverse family of specialist tour operators with a long tradition of developing and operating market-leading experiences. We aim to inspire individual discovery and celebrate diversity.

Sustainability and responsible tourism are at the core of everything we do, and we believe it should be a passion for everyone employed by the group.



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