Customer Operations Coordinator

Skiworld Ltd; Greater London; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Flexible hybrid working

International travel opportunities

Job summary

Skiworld Ltd is seeking an organised, proactive Customer Operations Coordinator to lead a small team and ensure smooth booking journeys from first contact to return home. The role combines customer service excellence with operational planning in a fast-paced travel environment.

You will coordinate bookings, liaise with suppliers, support recruitment and development, and help enhance our concierge and ski holiday experiences.

Qualifications

• Experience in travel industry customer service or operations.
• Strong communication and interpersonal skills with a professional approach.
• Excellent organisational ability with the ability to prioritise and meet deadlines.
• Attention to detail and good numerical skills.
• Strong Excel and MS Office skills.
• Proactive, self-motivated attitude with an interest in supervisory skills.
• Passion for skiing and winter sports.
• Experience supervising or coordinating teams.
• Familiarity with travel reservation systems such as Lime, Jonview or Aviate.
• Experience supporting operational incidents or complex customer issues.
• Previous overseas ski resort or tour operator experience.

Responsibilities

• Lead and coach a small Customer Operations team, acting as main day-to-day contact.
• Coordinate daily workloads, monitor progress and ensure deadlines and service standards are met.
• Manage team rotas for coverage across phone, email, live chat and duty shifts.
• Support recruitment, performance reviews and team development with the Sales and Operations Manager.
• Oversee booking accuracy, documentation and payment processes.
• Handle pre-departure enquiries, amendments, cancellations and communications.
• Support online bookings and identify opportunities to enhance the customer experience.
• Oversee balance payments and resolve outstanding issues.
• Develop and manage our concierge service and liaise with suppliers.

Skills

Customer service

Operations coordination

Travel industry

Excel

Communication skills

Team leadership

Problem-solving

Overseas/ski resort experience

Reservation systems

Tools

Lime

Jonview

Aviate

Job description

Love skiing, passionate about customer service and ready to take the next step in your travel industry career?

Skiworld is looking for an organised, proactive and customer-focused Customer Operations Coordinator to help deliver exceptional ski holiday experiences, from the moment our customers book to the moment they return home.

OTE for this role is £32,000 - £35,000pa DOE. Closing date for applications is the 30th October.

This is a fantastic opportunity for someone with travel industry experience who enjoys problem-solving, thrives in a fast-paced environment and is keen to develop their team leadership skills.

Working closely with our Sales and Operations Manager, you'll coordinate the day-to-day activities of a small Customer Operations team, ensuring our customers receive accurate information, timely communications and outstanding service throughout their booking journey.

The Role

As Customer Operations Coordinator, you'll play a key role in ensuring the smooth running of our customer service and operational processes. You'll support and develop the team, coordinate bookings and travel arrangements, liaise with suppliers and help continuously improve the customer experience.

Your key responsibilities will include:

Team Coordination & Support

• Supporting, training and guiding a small team of Customer Operations Executives, acting as their main point of contact for day-to-day queries.
• Coordinating daily workloads, monitoring progress and ensuring key deadlines and service standards are met.
• Managing team rotas to ensure effective coverage across telephone, email, live chat and duty office shifts.
• Supporting recruitment, performance reviews and ongoing team development alongside the Sales and Operations Manager.

Customer Service & Booking Management

• Overseeing booking accuracy, documentation and payment processes to ensure customers receive the correct information at the right time.
• Managing pre-departure enquiries, booking amendments, cancellations and customer communications efficiently and professionally.
• Supporting customers who book online, identifying opportunities to enhance their experience and maximise customer retention.
• Overseeing balance payment processes and proactively resolving outstanding issues.
• Managing and developing our concierge service, identifying opportunities to improve the customer experience.
• Liaising with ski schools, transfer providers and other suppliers to confirm arrangements, manage amendments and ensure operational accuracy.
• Coordinating departure manifests, travel documentation and scheduled flight ticketing.
• Working closely with our overseas resort teams and suppliers to ensure seamless holiday arrangements.
• Overseeing tourist tax administration, supplier bookings and invoice reconciliation.
• Supporting the management of bookings received through third-party distribution channels.
• Playing an important role in Skiworld's incident response team during the winter season, helping resolve operational challenges quickly and effectively.

Commercial & Wider Business Support

• Supporting other departments with product loading, competitor research, website updates and documentation during quieter operational periods.
• Assisting with sales enquiries during busy periods and helping convert enquiries into confirmed bookings.
• Maintaining excellent knowledge of Skiworld's resorts, accommodation and holiday products.
• Contributing product knowledge and expertise to marketing content and customer information resources.
• Identifying opportunities to improve processes, efficiency and service standards across the business.

About You

We're looking for someone who combines excellent organisational skills with a genuine passion for delivering outstanding customer service.

Essential skills and experience:

• Previous office-based customer service or operational experience within the travel industry.
• Excellent communication and interpersonal skills, with a confident and professional approach.
• Strong organisational skills, with the ability to prioritise competing demands and meet deadlines.
• Exceptional attention to detail and good numerical skills.
• Strong Microsoft Office skills, particularly Excel.
• A proactive, self-motivated attitude and a practical approach to problem-solving.
• An interest in developing supervisory and team leadership skills.
• A genuine passion for skiing, snowboarding and winter sports.
• Previous supervisory or team coordination experience.
• Familiarity with travel reservation systems such as Lime, Jonview or Aviate.
• Experience supporting operational incidents or resolving complex customer issues.
• Previous experience working overseas in a ski resort or for a tour operator.

Working at Skiworld

This is a varied and rewarding role within a business dedicated to creating memorable ski holidays.

We offer flexible hybrid working, combining time working from home with time in the office.

During the winter operational season, the role involves working a rotating shift pattern across seven days, including some weekends, to ensure our customers and overseas teams receive the support they need. The standard working week is five days, with days off in lieu arranged with your line manager.

There may also be opportunities for international travel, including promotional events and educational trips, alongside occasional additional hours to support operational incidents.

Ready to Join Us?

If you're passionate about winter sports, enjoy working with people and want to develop your career in the ski travel industry, we'd love to hear from you.