Travel Operations Lead: Elevate Service & Performance

CM recruitment; Manchester; On-site; GBP 35,000 - 43,000; Full time

Job summary

CM Recruitment is seeking an experienced Operations Manager for a travel company near Manchester. You will lead the Travel Coordination team, ensure post-booking operations run smoothly, and maintain high customer service standards.

This is a Monday to Friday, office-based role with a salary up to £39,000. You'll oversee bookings, amendments, flight allocations and documentation, while managing escalations and cross-department collaboration.

Qualifications

• Experience in travel operations management or customer service within a tour operator context.
• Proven ability to manage performance, workloads and service levels.
• Strong leadership, communication and problem solving skills.
• Calm, decisive and collaborative approach in a fast-paced environment.
• Experience handling complex escalations and operational disruption.

Responsibilities

• Lead and develop the Travel Coordination team with clear expectations and regular reviews.
• Oversee daily operations including bookings, amendments, flight allocations and documentation.
• Manage escalations and support complex or sensitive customer cases.
• Monitor KPIs, accuracy, productivity and service levels.
• Improve processes and support cross-department collaboration.
• Maintain supplier relationships and escalated recurring issues.

Skills

Travel industry experience

Leadership

Operations management

Handling escalations

Team development

Communication

Job description

CM Recruitment is seeking an experienced Operations Manager for a travel company near Manchester. You will lead the Travel Coordination team, ensure post-booking operations run smoothly, and maintain high customer service standards.

This is a Monday to Friday, office-based role with a salary up to £39,000. You'll oversee bookings, amendments, flight allocations and documentation, while managing escalations and cross-department collaboration.