Holiday Operations Team Leader

Inntravel is a widely respected leading provider of at your own pace selfguided walking cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from longterm investment to achieve ambitious growth targets deliver digital transformation projects and retain our place as market leader in the selfguided walking holiday market. You will be part of our bright future our mission envisions our holidays serving as catalysts for personal growth environmental awareness and fostering meaningful connections with both nature and people.Join us on our journey creating extraordinary travel experiences for all. We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer with some of the key highlights being: Enjoy 50% discount on holidays across all our brands for you and your family or friends Additional annual leave when you choose to swap a plane for a train Career pathing and continuous development opportunities Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world 2 volunteer days each year to give back to what is important to you A wellbeing resource hub and on site classes; yoga boxercise annual Steps challenge employee assistance programmes cash back health and dental plan Hybrid and home based roles Enhanced family leave allowances This is a hybrid role with a minimum of 2 days per week in our WhitwellontheHill office. Due to the beautiful remote location access to your own transport is essential. This is a fulltime position however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week). Salary: 30000 bonus About the role: The primary aim is to deliver the best possible service to our customer throughout their journey and this is the key driver for everyone at Inntravel. The Operations team ensure the smooth running of holiday operations through detailed coordination and direct communication with suppliers and customers delivering exceptional service. Handling all aspects of customer communication from booking to return managing queries and resolving operational issues. Working within a unified team they manage holiday arrangements as booked resolve problems with suppliers and maintain accurate records. With a focus on effective teamworking they contribute to maintaining supplier relationships providing expert advice on complex queries and ensuring the efficient operation of our holiday services. The key responsibility of this role is to lead coach train and motivate the team with a focus on continuous improvement. Mentor and support team members to achieve their personal and professional goals. Conduct regular oneonone meetings to provide feedback and identify development opportunities. Develop and implement training programs to enhance team skills and knowledge. Lead initiatives to streamline processes and improve efficiency across the team. Encourage a culture of innovation and continuous learning. Analyze performance metrics to identify areas for improvement and implement actionable solutions. Oversee daily operations to ensure workflows are efficient and effective. Implement strategies to optimize team productivity and resource allocation. Monitor workload distribution and adjust as necessary to maintain balance and performance. Handle escalated customer queries and complaints promptly and professionally. Work closely with team members to resolve issues and ensure customer satisfaction. Identify trends in customer feedback and implement improvements to prevent recurrence. Set clear objectives and provide direction to ensure team alignment with company goals. Foster a collaborative and positive team environment that encourages open communication and teamwork. Recognize and celebrate team achievements to maintain high morale and motivation. Monitor team performance and provide constructive feedback to ensure high standards are maintained. Address performance issues promptly and professionally implementing improvement plans as necessary. Define and communicate key performance indicators (KPIs) for the team. Track team performance against KPIs and implement strategies to achieve targets. Provide regular reports on team performance to senior management. Working hourswill include Saturdays based on a 5 working days in 7 contract andout of hours phone coverage on a rotational basis. Am I the right person We are looking for your application to demonstrate: Supervisor or team leader experience preferably within the travel or hospitality industry. Strong coaching and mentoring skills and ability to encouragehighperformance. Excellent communication and interpersonal skills. Ability to drive change and have an understanding ofcontinuous improvement practices. Strong analytical and problemsolving abilities. Experience in workflow management and handling customer queries and complaints. We aim to inspire individual discovery and our values will be close to your heart. Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners always with respect and kindness. Inntravel is part of Hotelplan Group a wellestablished and diverse family of specialist tour operators with a long tradition of developing and operating marketleading experiences. The family comprises ski walking and Laplandholidays with Inghams andSantas Lapland; adventure travel with Explore; and selfguided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.