Head of Support

RateHawk; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading travel industry company in the United Kingdom is looking for a strategic leader to develop and manage service transformations. You will work with B2A partners, optimizing processes for efficiency while ensuring high-quality service. The ideal candidate will have substantial experience in operations within the travel sector, strong leadership skills, and the ability to make data-driven decisions. Flexible working arrangements are available, fostering a supportive team environment.

Benefits

Flexible schedules

Remote working opportunity

Internal training programs

Corporate English school

MyTime Day Off

Qualifications

• Proven experience in service operations or customer experience leadership within the travel industry is required.
• Experience working in matrix or cross-functional environments is strongly preferred.
• Ability to leverage multicultural experience and navigate diverse partner expectations.

Responsibilities

• Develop and lead a comprehensive service strategy for the B2A segment.
• Collaborate with Operational Managers to optimise support processes.
• Maintain communication with B2A partners on operational matters.

Skills

Experience in service operations

Leadership skills

Strong communication skills

Data interpretation and decision making

Knowledge of customer satisfaction metrics

Tools

MS Office (Excel, PowerPoint, Word)

Google Sheets

Tableau

BI tools

Job description

Strategic Leadership & Service Transformation

• Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals
• Act as a change agent, driving improvements in partner support models within a matrixed organisational environment
• Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction
• Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices

Operational & Commercial Alignment

• Analyse operational workflows and evaluate them for alignment with commercial needs and service quality standards
• Understand B2A partners' pain points to implement improvements that balance customer needs with operational efficiency
• Collaborate with Operational Managers to design and optimise support processes that enable scale, efficiency, and partner‑centricity

Stakeholder & Partner Engagement

• Maintain regular communication with B2A partners on operational matters, including deal processing and client management
• Serve as the primary liaison between operational teams and B2A business stakeholders
• Facilitate cross‑functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met

Team & Process Management

• Work alongside Operational leaders to build team structures that effectively support the B2A business line
• Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery
• Support team leads in performance management, ensuring service teams meet expectations and quality standards

Requirements

• Proven experience in service operations or customer experience leadership within the travel industry is required
• Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives
• Experience working in matrix or cross‑functional environments is strongly preferred
• Ability to work with data: interpret dashboards, build presentations, and make data‑driven decisions
• Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools
• Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimise them
• Strong leadership skills with experience managing or influencing large teams
• Excellent communication and stakeholder management skills
• Leverage multi‑cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements
• High emotional intelligence; able to navigate ambiguity and resolve conflicts
• Strategic thinker with analytical mindset
• Resilient and adaptable in a fast‑paced, constantly changing environment
• Collaborative team player with strong sense of accountability and attention to detail

Benefits

• Flexible schedules and opportunity to work remotely
• Ambitious and supportive team who love what they do, appreciate each other, and grow together
• Internal programmes for adaptation and training, development of soft skills and leadership abilities
• Partial compensation for participating in external training and conferences
• Corporate English school: group and individual lessons, speaking clubs with colleagues from all over the world
• Corporate prices on hotels and travel services
• MyTime Day Off – an extra non‑working day without loss of compensation

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