Ski Travel Operations Lead (Customer Service)

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

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.