Senior Operations Manager OHS & Post Travel

loveholidays; Greater London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A travel agency is seeking a Customer Operations Manager to lead the On Holiday Support and Complaints Team. This pivotal role involves managing relationships with internal and outsourced teams to enhance the customer experience. You will oversee performance metrics, resolve customer complaints swiftly, and ensure continuous improvement in operational efficiency. The position is hybrid, based in Hammersmith, London, with occasional travel, providing a dynamic opportunity to impact our customer journey significantly.

Benefits

Company pension contributions at 5%

Individualized training budget

Discounted holidays

25 days of holidays per annum

Enhanced maternity/paternity leave

Cycle to work scheme

Qualifications

• Background in managing contact centre operations.
• Experience in handling offshore teams.
• Data-driven with strong analytical skills.
• Ability to optimize workflows for better productivity.
• Outstanding communication and customer service skills.

Responsibilities

• Lead the On Holiday Support and Complaints Team.
• Resolve CEO complaints with efficiency.
• Manage accessibility, medical, and personal injury queries.
• Conduct performance reporting and analysis.
• Ensure best practices in processes and procedures.
• Represent departments with suppliers in business reviews.

Skills

Back Office & Front Office Contact Centre Management

Experience with offshore contact centre providers

Data analysis for productivity

Operational process understanding

Customer Service skills

Relationship & stakeholder management

Job description

Why loveholidays?

At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting‑edge innovation. Join our fast‑growing business where your ideas are heard and new thinking shapes how millions book their holidays.

You’ll accelerate your growth in our fast‑paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you’ll be part of a fun-loving international community achieving great things together.

The impact you’ll have:

Working as part of the Customer Operations team and reporting into the Head of Customer Service you will play a pivotal role in leading one of our some of our key teams within our customer journey - the On Holiday Support and complaint teams. You will be working hand‑in‑hand with our outsourced partner & internal teams, to lead, motivate and drive high performance from the team of agents, who deal with our customers and supply partners. As your team is based in the UK & South Africa, it is essential that you are comfortable working cross‑culturally with people and enjoy problem solving and putting yourself in the shoes of the customer.

You will be customer obsessed, always looking at ways to remove points of friction along the customer journey to deliver a superior experience. You will have strong stakeholder management skills enabling you to build excellent relationships with other key departments within loveholidays such as Customer Strategy, Supply, Commercial, Legal, PR & Brand but also with Tech and Holiday Product to help us close the feedback loop to ensure that when the problem is ours, we fix it to ensure it doesn’t happen again. You will also be responsible for driving continual improvements with our supply partners so as to drive a superior customer and agent customer experience.

You will play a key role in helping deliver our departmental and company objectives and key results whilst delivering strong operational results in terms of CSAT and SLA performance.

The role is a hybrid role based in Hammersmith, London two days a week but will require extensive liaison with our offshore team in South Africa, including overseas travel to the destination.

Additional Info:

This role is a 12 month maternity cover.

Your day-to-day:

• Responsible for overseeing the On Holiday Support and Complaints Team, providing clear strategic guidance to the outsourced & inhouse teams, as to drive a strong operational performance to ensure all internal KPIs are met
• You will be responsible for CEO complaints that are sent into our Exec teams, resolving with pace and understanding, then feeding back in the relevant team, the root cause of these customer journeys.
• You will be responsible for the accessibility, medical & personal injury queries that come into the team, ensuring that all queries are dealt with efficiently and the correct levels of attention they deserve.
• Reporting and analysis of daily/weekly/monthly performance highlighting areas for improvement and taking ownership for driving these through
• Ensuring that all processes and procedures are up to date and appropriately controlled, monitored and documented. Highlight areas of concern and interact with other departments to encourage best practice and resolution of issues
• Be the face of/go‑to person for your areas of responsibility across the business, being on point to answer all related queries and provide regular updates on the team’s progress
• Challenge internal and external processes and support/implement the changes required to better support our customers
• Playing an active role in the CX management team, working closely with other department managers to highlight any issues that may be having an impact on other teams, ie Pre‑Travel Customer Service and work out how to resolve any associated issues
• You will be responsible for representing your departments with our suppliers in their monthly business reviews, holding each one to account on their actions for your respective areas.
• Support and deputise for the Head of Customer Service in meetings with other teams across the business as well as the strategic development of your teams.

Your skillset:

• Background in Back Office & Front Office Contact Centre Management essential
• Experience working with and delivering through offshore contact centre providers
• A motivated self‑starter who is able to work in a fast paced environment, multitask and drive delivery through others
• Data driven - comfortable analysing, understanding and acting upon data in order to maximise team productivity and deliver excellent results for our customers as well as identifying and solving root causes of issues to improve the customer experience
• An in‑depth understanding of operational processes and best practices and proven experience in optimising workflows and streamlining operations to improve productivity and reduce costs
• Outstanding and demonstrable Customer Service skills with excellent communication and time management skills with the ability to prioritise tasks and resources effectively
• Highly empathetic, sensitive and focused on delivering high quality customer resolutions
• Strong decision‑making skills, especially in high‑pressure situations and an ability to indirectly lead a team effectively providing direction, motivation and support
• Ability to leverage technology to automate processes, gather data insights, and improve operational efficiency
• Ability to effectively communicate with stakeholders at all levels of the organisation and experienced in preparing and delivering presentations to senior management and key stakeholders

• Excellent relationship & stakeholder management skills with demonstrable experience in fostering a culture of collaboration and teamwork
• Ability to undertake international travel when required (at present this is approx 3‑4 times a year)

Desirable (optional):

• Knowledge and understanding of the travel sector highly advantageous

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

1. Screening interview with Talent Acquisition team - 30 mins
2. Interview with Hiring Manager and Team member - 45/60 mins
3. Final interview with Hiring Manager & CX Director - 60 mins