Customer Operations/Reservations manager
Required for this niche, fast going travel business based in South London. They are looking for an experienced operations/Reservations manager from the travel industry to be hands on as well as lead and grow a team of 5 people. The role is hybrid, 3 days in the office, salary 40/50k plus bonus and benefits
Customer operations/Reservations managers duties
- You will be managing a team of 5, which has plans to expand, who look after the client from first enquiry until they arrive home.
- The manager will look at workload, and where it comes from - by brand,by day, by the hour, by type of contact, and staff against the demand
- Build and run the rota,
- Set and publish service standards
- Work closely with the technology team to help drive new technologies and improve process
- Take personal ownership of escalations and complaints
- Handle supplier failures, itinerary changes etc
- Set individual targets, coach against them and hold people to them fairly and consistently
Customer operations/Reservations managers skills required
- Travel industry experience is a must as a reservations team leader/manager, customer service manager or operations manager
- Numerate and data driven
- Practical experience of rotas, scheduling and capacity planning
- Calim and credible when dealing with complaints
- Experience with 1-2-1s, coaching etc
Additional information
- Hybrid role, 3 days a week in a South London office
- 25 days holidays, pension and travel discounts
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