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For Companies At a Glance
- Tasks: Lead a dynamic team managing programme changes while ensuring top-notch customer service.
- Company: Respected travel business with a focus on customer satisfaction.
- Benefits: Competitive salary, travel perks, and opportunities for professional growth.
- Why this job: Join a fast-paced environment where your leadership can make a real difference.
- Qualifications: Experience in team leadership, strong communication skills, and a passion for travel.
- Other info: Exciting opportunity to develop your career in the travel industry.
The predicted salary is between 36000 - 60000 £ per year.
We are recruiting for an experienced Assistant Manager – Programme Change to join a highly respected travel business. This role sits within the Customer Operations team and is responsible for leading a small team managing programme changes and consolidations while ensuring exceptional customer service and protecting commercial outcomes. This is a fantastic opportunity for a customer-focused travel professional with leadership experience who thrives in a fast-paced environment and enjoys resolving complex situations.
Key Responsibilities
- Team Leadership
- Lead, motivate and develop a small Programme Change team
- Conduct regular 1:1s, performance reviews and coaching sessions
- Support recruitment, onboarding and team engagement
- Operations
- Oversee workflow of programme changes and consolidations
- Ensure customer enquiries are handled within agreed SLAs
- Monitor programme change communications and call performance
- Handle complex escalations and customer cases
- Product & Compliance
- Maintain strong knowledge of travel products and booking conditions
- Work within Package Travel Regulations
- Liaise with product teams to identify suitable alternatives for customers
- Reporting & Analysis
- Record programme changes and consolidations accurately
- Produce weekly and monthly operational reports
- Identify trends and opportunities to improve processes
- Management Support
- Deputise for the Programme Change Manager when required
- Support wider incident management processes
About You
- Previous Team Leader or supervisory experience (ideally within travel)
- Passion for travel and delivering excellent customer service
- Strong communication and organisational skills
- Confident handling customer escalations
- Good Excel and reporting skills
- Ability to work calmly and effectively in a fast-paced environment
Assistant Operations Manager employer: Top Recruit
Contact Detail:
Top Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Operations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the travel industry and let them know you're on the lookout for an Assistant Operations Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience effectively!
✨Tip Number 3
Showcase your passion for travel during interviews! Share personal experiences or insights that highlight your enthusiasm for the industry. This will resonate with employers looking for someone who truly cares about delivering exceptional 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 and engaged with our brand. Let’s get you that Assistant Operations Manager role!
We think you need these skills to ace Assistant Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Assistant Operations Manager role. Highlight your leadership experience and any relevant travel industry knowledge to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about travel and customer service. Share specific examples of how you've led teams or resolved complex situations in the past – we love a good story!
Show Off Your Communication Skills: Since this role involves handling escalations and customer cases, make sure your written application showcases your strong communication skills. Keep it clear, concise, and professional – we want to see how you express yourself!
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’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Top Recruit
✨Know Your Stuff
Make sure you brush up on your knowledge of travel products and booking conditions. Being able to discuss these confidently will show that you're serious about the role and understand the industry.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team in the past, especially in high-pressure situations. Think about specific challenges you faced and how you motivated your team to overcome them.
✨Be Ready for Complex Scenarios
Expect questions about handling customer escalations and complex cases. Have a few real-life examples ready where you successfully resolved difficult situations while maintaining excellent customer service.
✨Demonstrate Your Analytical Side
Since reporting and analysis are key parts of the role, be prepared to discuss how you've used data to identify trends or improve processes in previous jobs. Showing your analytical skills can set you apart from other candidates.