lavori da Head Of Customer Service in località Regno Unito

Location: Hybrid – occasional travel to our Bideford HQ
Contract: Permanent, full time

At Travel Chapter, we’re passionate about making every holiday home experience truly memorable. Behind the scenes, our teams work together to make this happen and our Customer Services operation is right at the heart of it. We’re now looking for an Operations Analyst to help us take that service to the next level.

In this role, you’ll use data to shape the way we work and improve the experience of our guests and owners. Working within our Data Science and Analytics team, you’ll partner closely with our Customer Services leaders to identify opportunities, build business cases, and turn insight into action.

We’re looking for someone who’s naturally curious, highly analytical, and confident working independently. You’ll thrive in a fast-moving environment, using data to tell a story and influence change across teams.

• Analyse large and varied datasets to uncover trends in customer behaviour, booking patterns, and operational performance
• Build and maintain Power BI dashboards that inform decision-making across the business
• Use SQL to combine complex datasets from multiple sources and produce clear, reliable insights
• Partner with colleagues across Customer Service, Product, and Tech to drive data-led improvements
• Support capacity planning and forecasting so the right people are in the right place at the right time
• Build compelling business cases that balance cost, customer experience, and operational efficiency
• Communicate insights clearly, simplifying complex data so everyone can act on it

You’ll have a proven background in data analysis or business intelligence, ideally within an operations or customer-focused environment. You’ll be comfortable managing your own projects, building relationships across teams, and presenting your findings with confidence.

We’d love to hear from you if you have:

• Strong SQL experience, with the ability to transform and model complex datasets
• Proven Power BI skills, from design through to dashboard delivery
• Experience using Salesforce to extract and interpret key operational data
• A methodical approach, strong attention to detail, and a proactive mindset
• Excellent communication skills and the confidence to challenge and influence
• A genuine curiosity about data and how it can improve customer experience
• Experience in the travel industry isn’t essential, but an understanding of seasonal trends, customer journeys, or hospitality operations would be a real advantage.

At Travel Chapter, we believe in doing the right thing for our people, our communities, and the planet. As a Certified B Corp, we balance profit with purpose, giving back to the places our guests love to visit. You’ll be joining a people-first business recognised by the Sunday Times Best Places to Work 2024, where your growth and wellbeing matter as much as your results.

Join us and help shape smarter, data-driven decisions that make a real difference to our guests, owners, and teams every day.

Apply now and start your next chapter with us.