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- Tasks: Manage group travel operations and ensure smooth experiences for young adventurers.
- Company: Fast-growing travel business focused on international experiences for young adults.
- Benefits: Hybrid working, generous leave, and clear career progression opportunities.
- Why this job: Join a dynamic team and make a real impact in the travel industry.
- Qualifications: Experience in group travel operations and strong communication skills required.
- Other info: Opportunity to travel and participate in exciting trips while developing your career.
The predicted salary is between 36000 - 60000 £ per year.
We are recruiting on behalf of a fast-growing travel business that specialises in delivering large-scale international experiences for young adults. With ambitious growth plans and a strong reputation in its niche sector, the company is now looking for an Operations & Customer Experience Manager to join its small, high-performing team.
This is a senior, hands-on operational role responsible for ensuring trips and programmes run smoothly from booking through to departure and beyond. You will oversee supplier relationships, participant communications and operational planning, while also playing a key role in managing incidents and ensuring a consistently high standard of customer experience.
The role offers the opportunity to work in a dynamic, purpose-driven organisation with the chance to travel and develop your career within operations leadership.
What will I be doing?- Overseeing the operational delivery of group travel programmes from booking through to trip completion
- Managing relationships with suppliers including airlines, ground partners and operational service providers
- Ensuring all trips are planned efficiently with strong attention to cost control, logistics and safety
- Managing pre-departure communications and ensuring participants are fully prepared ahead of travel
- Handling customer enquiries and escalated issues, ensuring a professional and supportive resolution
- Monitoring operational processes and identifying improvements to systems and workflows
- Supporting recruitment and management of trip staff and operational contractors
- Acting as a key point of contact during live trips when operational incidents arise
- Maintaining operational documentation, reporting and internal processes across the business
- Experience managing group travel operations within a tour operator or travel business is essential
- Strong understanding of how travel packages are built and delivered operationally
- Experience negotiating and managing supplier relationships is essential
- Ability to handle complex customer situations and operational incidents calmly and professionally is essential
- Strong organisational skills with excellent attention to detail
- Experience using CRM or booking systems to manage participant data
- Confident communicator who can work effectively with both suppliers and customers
- It would also be beneficial if you have experience managing staff or coordinating operational teams.
- Hybrid working with approximately three days per week in a central London office
- Some travel may be required, including the opportunity to join trips delivered by the business
- Participation in an on-call rota during live programmes
- Excellent opportunity to grow within the business with clear progression into senior operational leadership roles
- Generous annual leave allowance and a collaborative team environment within a growing travel company
Operations and Customer Experience Manager in Slough employer: Rockpool Recruitment
Contact Detail:
Rockpool Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations and Customer Experience Manager in Slough
✨Tip Number 1
Network like a pro! Reach out to people in the travel industry, especially those who work in operations or customer experience. Attend events, join online forums, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience managing group travel operations and supplier relationships. Use specific examples to demonstrate how you've handled complex situations and improved processes in the past.
✨Tip Number 3
Be proactive! If you see a role that fits your skills, apply through our website. Tailor your approach by mentioning how your experience aligns with their needs, especially in operational delivery and customer experience. A personal touch can make all the difference!
✨Tip Number 4
Prepare for interviews by researching the company’s travel programmes and their operational challenges. Think about how you can contribute to their growth and enhance customer experiences. Being well-informed will show your genuine interest and help you stand out!
We think you need these skills to ace Operations and Customer Experience Manager in Slough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Operations & Customer Experience Manager. Highlight your experience in managing group travel operations and any relevant supplier relationships you've built. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about travel and customer experience. Share specific examples of how you've handled complex situations or improved operational processes in the past. We love a good story!
Showcase Your Organisational Skills: In this role, attention to detail is key. When writing your application, make sure to demonstrate your strong organisational skills. Whether it's through your previous roles or projects, let us know how you keep everything running smoothly!
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 us you’re keen on joining our team!
How to prepare for a job interview at Rockpool Recruitment
✨Know Your Operations Inside Out
Make sure you understand the ins and outs of group travel operations. Brush up on how travel packages are built and delivered, as well as the logistics involved. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Supplier Management Skills
Be prepared to discuss your experience with managing supplier relationships. Think of specific examples where you've negotiated terms or resolved issues. This will demonstrate your ability to maintain strong partnerships, which is crucial for the role.
✨Prepare for Customer Scenarios
Anticipate questions about handling complex customer situations. Have a few examples ready that highlight your calmness and professionalism in resolving escalated issues. This will show that you can maintain a high standard of customer experience even under pressure.
✨Highlight Your Organisational Skills
Since this role requires strong organisational skills, be ready to discuss how you manage multiple tasks and ensure attention to detail. Share specific tools or methods you use to keep everything on track, especially when it comes to operational planning and documentation.