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- Tasks: Lead a dynamic team to ensure smooth flight operations and exceptional customer experiences.
- Company: Fast-paced travel operations business with a focus on innovation.
- Benefits: Competitive salary, hybrid work model, and opportunities for overseas travel.
- Why this job: Make a real impact in the travel industry while developing your leadership skills.
- Qualifications: Experience with GDS systems, strong leadership, and a passion for operational excellence.
- Other info: Join a diverse team and enjoy career growth in a collaborative environment.
The predicted salary is between 43000 - 52000 £ per year.
Flight Operations Manager – Contact Centre
Hybrid – London (2 days in the office)
£50K-£60K base plus benefits
Are you ready to take the next step in your career and lead a team that keeps customer journeys running smoothly?
Our client, a fast-paced travel operations business, is seeking a talented Flight Operations Manager to join their Customer Operations team. This is a unique opportunity for a hands-on leader to take ownership of flight operations, driving efficiency, process improvement, and delivering exceptional experiences for customers.
In this role, you will lead a UK-based team and an outsourced partner team in India, overseeing all aspects of flight booking and ticketing through Amadeus. You will act as the primary point of contact for flight-related queries, collaborate with internal stakeholders across supply, finance, product, and technology teams, and work closely with airline partners to ensure smooth operations.
The ideal candidate thrives in a contact centre environment, is passionate about operational excellence, and enjoys inspiring and developing teams across multiple locations. Occasional overseas travel to India will be required to support the offshore team.
Key Responsibilities:
- Lead and manage the Flight Operations team to consistently meet and exceed KPIs, including CSAT and SLA commitments
- Monitor and analyse operational performance, refine processes, and ensure compliance with ticketing rules
- Drive automation and process improvement initiatives to enhance efficiency and productivity
- Build and maintain strong relationships with airline and supply partners, serving as the go-to contact for flight operations
- Coach and develop a culturally diverse team, fostering a collaborative and high-performing environment
- Champion the customer experience, identifying pain points and implementing solutions to create a seamless journey
Essential Skills & Experience:
- Extensive experience with GDS systems, particularly Amadeus, with valid IATA accreditation
- Strong background in ticketing, including issuing, reissuing, refunds, schedule changes, and compliance with airline rules
- Knowledge of BSP processes, fare calculations, ADM/ACM notices, and IATA regulations
- Proven leadership in a contact centre or operational environment, with a track record of meeting or exceeding SLA and CSAT targets
- Analytical and data-driven approach, with excellent problem-solving and decision-making skills
- Ability to manage multiple priorities in a fast-paced environment while inspiring teams to deliver their best
Contact Centre Manager - Flight Operations employer: Customer Talent Search
Contact Detail:
Customer Talent Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager - Flight Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the travel and operations industry. You never know who might have a lead on that perfect Flight Operations Manager role. Plus, a personal recommendation can really make your application stand out.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in managing contact centre teams. This will help you showcase how you can drive efficiency and improve processes in their flight operations.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to operational excellence and team leadership. Use specific examples from your past experiences to demonstrate your skills in ticketing and customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Contact Centre Manager - Flight Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Flight Operations Manager role. Highlight your experience with GDS systems like Amadeus and any leadership roles you've held in contact centres. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about operational excellence and how you can inspire a diverse team. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to meet KPIs and improve processes. Numbers speak volumes, so if you’ve driven efficiency or enhanced customer satisfaction, make sure to include those stats!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Customer Talent Search
✨Know Your GDS Inside Out
Make sure you brush up on your knowledge of GDS systems, especially Amadeus. Be prepared to discuss your experience with ticketing processes, fare calculations, and compliance with airline rules. This will show that you’re not just familiar with the system but can also leverage it effectively in your role.
✨Showcase Your Leadership Skills
Think about specific examples where you've successfully led a team in a contact centre environment. Highlight how you’ve inspired and developed your team, met KPIs, and improved customer satisfaction. This is your chance to demonstrate your hands-on leadership style and how you can drive operational excellence.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like resolving a customer complaint or improving a process. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your problem-solving skills and analytical approach clearly.
✨Build Relationships with Stakeholders
Be ready to discuss how you’ve built strong relationships with internal and external partners in previous roles. Talk about your experience collaborating with teams across different functions and how you’ve maintained those connections to ensure smooth operations. This will highlight your ability to work in a diverse environment and manage multiple priorities.