Operations & Customer Experience Manager | London - Hybrid | Salary circa £40,000
Gecko Travel Recruitment are working with an adventure travel business who arrange challenges for university students across the UK and Ireland. They are looking for an Operations & Customer Experience Manager to join their team.
The Role:
As Operations & Customer Experience Manager, you will oversee group-travel operations and the full participant journey, from registration and fundraising preparation through to safe trip delivery and post-trip follow-up. The role also involves managing suppliers, budgets and operational systems, resolving customer issues, improving the participant experience and line managing an Operations & Customer Experience Coordinator.
You Will Have:
- Proven customer service experience, with the ability to manage enquiries, resolve complaints and deliver an excellent customer experience
- Experience independently managing group-travel operations, including airline group bookings, overseas ground suppliers and trip preparation
- Strong communication and relationship‑building skills, with a proactive approach to participant engagement and support
- Experience managing budgets, forecasting, spreadsheets and operational reporting
- Strong organisational skills, attention to detail and the ability to manage competing priorities
- Experience troubleshooting operational issues, improving processes and working with booking or participant management systems
- Experience supervising or line managing a colleague or small team
- A calm, solution‑focused approach, with experience handling customer escalations and ideally overseas travel incidents
- Experience in student travel, adventure travel, fundraising challenges or working with charity partners would be advantageous
Additional Info:
- Salary Circa £40,000 depending on experience
- Hybrid working: two days in the Central London office and three days from home (flexible)
- Generous annual leave entitlement plus additional long-service days
- Opportunities to travel on company trips
- External training budget and team away days
- On‑call rota during active trips, with an allowance paid when on rota
- Clear progression opportunities
- ASAP start
Due to the high number of applications we receive, we're unable to respond to everyone. If you don't hear from us within 7 days, thank you for applying and please keep an eye on our website for future opportunities.
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Operations Manager employer: GECKO TRAVEL RECRUITMENT LTD
Gecko Travel Recruitment Ltd offers an exceptional work environment for the Luxury Travel Memberships Lead role in London, where creativity and innovation are highly valued. Employees benefit from a collaborative culture that encourages professional growth through ongoing training and development opportunities, while also enjoying the perks of working in a vibrant city known for its rich cultural experiences. With a focus on delivering outstanding member experiences, this company stands out as a rewarding place to build a meaningful career in the luxury travel sector.
Contact Details:
GECKO TRAVEL RECRUITMENT LTD Recruitment Team
