Travel Operations and Customer Experience Manager

Antella Travel Recruitment; Greater London; Hybrid; GBP 42,000 - 45,000; Full time

Benefits offered by this job

23 days annual leave

Hybrid working

Travel opportunities

Job summary

Antella Travel Recruitment clients seek a Travel Operations and Customer Experience Manager in Central London. The role is hybrid, delivering safe, good-value experiences from booking to completion for trip participants.

The candidate will oversee pre-departure experiences, manage supplier services and ensure efficient trip execution while maintaining strong supplier partnerships and handling customer inquiries.

Qualifications

• Senior operations experience within adventure or student travel.
• Experience administering group travel packages.
• Ability to build and maintain supplier relationships.
• Experience handling customer enquiries and complaints.

Responsibilities

• Maintain Trip Date Mapping documents and optimise departure dates.
• Administer pre-departure checks for all Active trips and liaise with staff.
• Negotiate trip-specific quotes with airlines to minimise cost per traveller.
• Monitor supplier performance and report issues to the CEO.

Skills

Senior operations experience

Customer service experience

Group travel administration

Supplier relationship management

Job description

Travel Operations and Customer Experience Manager

Base Salary circa £43,000 based on experience and Great Benefits

Hybrid - Central London

Our client is a B Certified travel company who create unforgettable adventure based travel experiences designed for fundraising challenges for both individual and group travel to worldwide destinations.

They are now recruiting for a Travel Operations and Customer Experience Manager to join the team.

This is a pivotal role with the Travel Operations and Customer Experience Manager being a senior, hands-on role, responsible for delivering a safe, good-value experience for their trip participants from booking through to the successful completion of their chosen challenge.

This involves overseeing the pre-departure experience of participants as well as the management and booking of supplier services to ensure all trips are run safely and efficiently for all participants.

To be considered, candidates must have senior operations and customer services experience gained within adventure or student travel with an understanding of group travel with the ability to manage relationships with suppliers.

There is a clear pathway for the right candidate to progress into a Senior Operations & Customer Experience Manager role and, longer term, Head of Operations, based on performance and commitment.

This role is offered on a hybrid basis - Central London.

Travel Operations and Customer Experience Manager Duties:

• Maintaining Trip Date Mapping documents to ensure all trips are planned efficiently, liaising with sales staff to ensure departure dates are optimised.
• Administer the agreed pre-departure checks process for all Active trips, liaising with other relevant staff to ensure participants and charity partners are communicated with where necessary.
• Taking responsibility for ensuring that trips are mapped on dates with the best value flight prices and choose the best value airlines for each routing, taking flight times, layovers, cost per person and contractual terms into account.
• Request, negotiate and agree trip-specific quotes/contracts with airlines as early as possible, ensuring the cost per travelling participant is minimised.
• Monitor suppliers performance and adherence to contractual obligations and ensure that the CEO is made aware of issues as soon as possible after they arise.

Travel Operations and Customer Experience Manager Experience Required:

• Previous operations experience within adventure or student-based travel
• Experience in administering group travel packages
• Building and maintaining professional relationships with suppliers
• Experience dealing with customer enquiries and complaints

Travel Operations and Customer Services Experience Salary and Benefits:

• Base Salary to £43,000 based on experience
• 23 days annual leave
• Hybrid Working
• Travel opportunities