Customer operations manager

CM recruitment; City Of London; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

25 days holidays

Pension

Travel discounts

Job summary

CM recruitment is seeking a Customer Operations/Reservations Manager for a fast-growing travel business in South London. You will lead a five-person team, be hands-on, and collaborate with the tech team to improve processes and service delivery.

The role is hybrid, requiring three days in the office, with a salary in the 40k–50k range plus bonus and benefits. The successful candidate will drive performance, ownership of escalations, and packing stronger customer outcomes.

Qualifications

• Travel industry experience is a must as a reservations team leader/manager, customer service manager or operations manager.
• Numerate and data driven.
• Practical experience of rotas, scheduling and capacity planning.

Responsibilities

• Manage a team of five and plan for expansion.
• Oversee workload by brand, day, contact type and demand.
• Build and publish rotas.
• Set and publish service standards.
• Work with the technology team to drive new processes and improve performance.
• Take ownership of escalations and complaints.
• Handle supplier failures and itinerary changes.
• Set individual targets and coach staff to meet them.

Skills

Travel industry experience

Numerate

Scheduling

Rotas planning

Coaching

Complaint handling

Job description

Customer Operations/Reservations manager

Required for this niche, fast going travel business based in South London. They are looking for an experienced operations/Reservations manager from the travel industry to be hands on as well as lead and grow a team of 5 people. The role is hybrid, 3 days in the office, salary 40/50k plus bonus and benefits

Customer operations/Reservations managers duties

• You will be managing a team of 5, which has plans to expand, who look after the client from first enquiry until they arrive home.
• The manager will look at workload, and where it comes from - by brand,by day, by the hour, by type of contact, and staff against the demand
• Build and run the rota,
• Set and publish service standards
• Work closely with the technology team to help drive new technologies and improve process
• Take personal ownership of escalations and complaints
• Handle supplier failures, itinerary changes etc
• Set individual targets, coach against them and hold people to them fairly and consistently

Customer operations/Reservations managers skills required

• Travel industry experience is a must as a reservations team leader/manager, customer service manager or operations manager
• Numerate and data driven
• Practical experience of rotas, scheduling and capacity planning
• Calim and credible when dealing with complaints
• Experience with 1-2-1s, coaching etc

Additional information

• Hybrid role, 3 days a week in a South London office
• 25 days holidays, pension and travel discounts