At a Glance
- Tasks: Lead and develop the Delivery function, ensuring exceptional customer experiences.
- Company: Join a dynamic team in the educational travel sector with a people-first culture.
- Benefits: Enjoy flexible working, generous leave, and a birthday day off.
- Other info: Opportunity for personal growth and to make a real impact in the industry.
- Why this job: Shape the future of travel delivery while inspiring a high-performing team.
- Qualifications: Proven leadership experience in educational travel and strong stakeholder management skills.
The predicted salary is between 60000 - 80000 £ per year.
- For Internal Applicants Only
- Job Purpose
The Head of Delivery is responsible for leading and developing the entire Delivery function, ensuring the successful planning, administration, and delivery of all trips, ensuring exceptional customer experience throughout the process.
As a member of the leadership team, the Head of Delivery will define and implement the delivery strategy, oversee departmental performance, and lead a team of Delivery Managers, Seniors and Executives to deliver outstanding customer outcomes, operational excellence, and commercial performance.
The role is accountable for ensuring efficient, scalable, and customer-centric delivery processes that support business growth, customer retention, and profitability.
Working closely with Sales, Customer Experience, Product, Contracting, Transport, Overseas Operations, Finance and Health & Safety, the Head of Delivery will champion continuous improvement, innovation, and best practice across the customer journey.
Through inspirational leadership and effective stakeholder management, this individual will create a high-performing culture focused on service excellence, accountability, engagement, and continuous development.
Responsibilities & Expectations
- Strategic Leadership
- Develop and implement the Delivery execution & strategy aligned to company objectives and growth plans.
- Lead, inspire and develop the Delivery department, creating a high-performance culture focused on accountability, customer satisfaction and operational excellence.
- Establish and monitor departmental KPIs, ensuring performance targets are achieved and exceeded.
- Identify opportunities to improve efficiency, scalability and customer experience across all delivery activities.
- Drive continuous improvement initiatives and operational innovation throughout the customer journey.
- Contribute actively to wider business strategy as a member of the leadership team.
- People Leadership
- Lead and manage Delivery Managers and their teams
- Build organisational capability through effective recruitment, succession planning and talent development.
- Conduct regular performance reviews, objective setting and development planning.
- Coach managers to effectively lead their teams and maintain high standards of performance and customer service.
- Foster a positive, collaborative and inclusive team culture.
- Ensure appropriate resource planning and workforce management throughout seasonal peaks.
- Customer Experience
- Own delivery of exceptional customer service standards throughout the customer lifecycle.
- Monitor customer satisfaction metrics and implement action plans to drive continual improvement.
- Act as senior escalation point for significant customer issues, complaints and service recovery.
- Drive customer retention and repeat booking performance through high-quality delivery experiences.
- Operational Excellence
- Ensure all tours and experiences are delivered safely, efficiently and profitably.
- Oversee departmental workflows, systems and processes to maximise productivity and service quality.
- Establish clear operational standards, procedures and quality assurance measures.
- Lead process reviews and identify opportunities for automation and improved ways of working.
- Maintain oversight of itinerary quality, travel documentation and operational compliance.
- Commercial Performance
- Support business growth through effective delivery operations, customer retention / rebookers
- Identify opportunities to increase revenue through service enhancements and value-added offerings.
- Monitor departmental productivity and performance against financial targets.
- Contribute to annual planning, forecasting and budgeting processes.
- Supplier & Partner Management
- Maintain effective relationships with key operational suppliers and partners.
- Work closely with Contracting and Product teams to ensure supplier performance aligns with business expectations.
- Oversee supplier issue resolution and continuous improvement activities.
- Cross-Functional Collaboration
- Act as the primary operational link between Delivery and other business functions.
- Work collaboratively with Sales, Customer Experience, Product, Transport, Overseas Operations, Health & Safety, Finance and Commercial teams.
- Ensure organisational alignment on priorities, customer commitments and delivery objectives.
- Lead cross-functional initiatives that improve customer experience and operational performance.
- Governance, Risk & Compliance
- Ensure compliance with all company, regulatory and safeguarding requirements.
- Maintain robust operational controls, documentation standards and audit processes.
- Oversee risk management relating to tour delivery and operational activities.
- Key Relationships / Stakeholders
- Internal
- Directors & Leadership Team
- Sales, Customer, Product & Contracting Teams, Transport, Health & Safety, Overseas Operations, Finance
- External
- Schools and Group Leaders, Accommodation and Service Providers
- DMCs, Overseas Ground Operators, Industry Partners and Suppliers
The role requires exceptional relationship-building, influencing and stakeholder management skills, with the ability to work effectively across all levels of the organisation.
Expected Knowledge, Skills & Behaviours
Experience
- Significant leadership experience within educational travel
- Proven track record of managing teams and delivering measurable business results.
- Experience leading organisational change, process improvement and performance transformation initiatives.
- Experience managing departmental budgets and operational KPIs.
Skills
- Strong strategic thinking and commercial awareness.
- Outstanding people leadership and coaching capability.
- Excellent stakeholder management and influencing skills.
- Strong analytical and problem-solving ability.
- Excellent communication and presentation skills.
- Ability to balance strategic priorities with operational detail.
- Strong project and change management capability.
- Behaviours
- Customer-focused and commercially minded.
- Inspirational and empowering leader.
- Accountable and results driven.
- Collaborative and team oriented.
- Innovative and continuously improving.
- Resilient, adaptable and solutions focused.
- Additional Requirements
- Full clean driving licence.
- Willingness to travel within the UK and overseas as required.
- Reports To - Operations Director
- Flexible and Home/Office Working
Hybrid working supported, with a minimum of 3 days per week in the Brighton office and additional attendance as required by business needs.
Hours of Work
Full Time – 34 to 36.25 hours per week.
Additional flexibility may be required during peak operational periods.
Benefits & Culture
- Opportunity to travel and experience tours first hand.
- Birthday day off.
- Up to 25 days annual leave plus bank holidays.
- Collaborative, people-first culture.
- Opportunity to shape and lead a critical business function.
Head of Delivery in Brighton employer: EQUITY
Equity in Brighton is an exceptional employer that prioritises employee well-being and professional growth. With a flexible hybrid or fully remote work arrangement, we foster a supportive work culture that encourages collaboration and innovation. Our commitment to enhancing travel experiences for schools not only makes your role meaningful but also provides ample opportunities for career advancement in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Delivery in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EQUITY. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EQUITY before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Delivery in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EQUITY:Your cover letter is your chance to shine! Tell us why you want to work at EQUITY specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EQUITY!
How to prepare for a job interview at EQUITY
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
