Operations Manager - On Holiday Support

Overview

At loveholidays, our Customer Experience team drives cutting-edge innovation as we expand across Europe. Join our fast-growing business where ideas are heard and thinking shapes how millions book their holidays. This hybrid role, based in Hammersmith, London (two days a week in the office), includes occasional overseas travel to South Africa to engage with our offshore team.

As part of the On Holiday Support team, you will lead a remote group dedicated to helping customers while they’re away. You’ll ensure smooth operations for customers on holiday, suggest improvements to our customer journeys, and act as the holiday happiness guru. We fix problems from afar using our technology and strong local connections to keep customers on track.

The role reports to the Senior Operations Manager and combines internal and outsourced operations across voice, live chat and email/tickets channels.

The impact you’ll have

Responsibilities

• Empower the team to deliver outstanding customer outcomes when issues arise, building a motivated, skilled, and empowered team to fix issues quickly and appropriately.
• Collaborate with suppliers to create a seamless experience and maintain strong relationships with outsourced partners to meet shared objectives.
• Develop a customer experience that customers love by understanding challenges and implementing lasting improvements to the in-holiday experience.

Ensure high standards across all channels with fast and quality resolutions. Foster strong people and supplier management to keep teams engaged and aligned. Be data-driven, able to analyse insight and translate it into action.

Key Responsibilities

• Operational Excellence

• Lead On Holiday Support teams to achieve and exceed KPIs, including CSAT and service levels
• Analyse performance metrics to identify improvements and implement corrective actions
• Refine processes to address customer needs with documentation and control

• Own performance delivered through outsourced partners and ensure governance to achieve shared objectives

• Resolve disputes with Finance and suppliers via root-cause analysis and actionable feedback
• Collaborate with internal and external teams to provide accurate pre-departure information and drive automation where possible
• Challenge processes to drive innovation and efficiency for customers

• Motivate and guide a culturally diverse team, providing strategic leadership and regular progress updates

• Act as a customer advocate to resolve friction points and drive customer-centric practices

• Make decisions based on data, and support your team’s data literacy

What We’re Looking For

• Operational Expertise

• Experience driving teams to hit performance targets around service and margin retention

• Data-driven with ability to identify root causes, drive decisions, and improve outcomes
• Calm, fast-paced decision-making aligned with business and customer goals
• Solution-focused with a curious mindset

• Escalation support to effect positive outcomes for customers and the business
• Strong commitment to customer satisfaction and journey improvements
• Empathetic with focus on delivering quality resolutions

• Strong stakeholder management across internal teams and external partners

• Ability to inspire and motivate teams to achieve exceptional results

• Excellent communication for sharing insights across the business

• Experience with offshore contact centres and supply partners; ability to lead across cultures
• Fostering inclusivity and understanding cultural nuances

• Experience in customer service operations with process management and improvement track record

Perks Of Joining Us

• Company pension contributions at 5%
• Individualised training budget for on-the-job learning
• Discounted holidays for you, your family and friends
• 25 days of holidays per annum (plus 8 public holidays), increasing with service
• Enhanced maternity/paternity leave
• Cycle to work scheme, season ticket loan and eye care vouchers

We focus on developing an inclusive culture and environment that encourages personal growth and collective success.

The Interview Journey

• Screening interview with Talent Acquisition
• Interview with Hiring Manager + another Manager (60 mins)
• Final interview with Hiring Manager + Head of Customer Services (45 mins)