At a Glance
- Tasks: Lead a dynamic team in enhancing customer experience for cycling holidays.
- Company: Reputable London-based travel company specialising in cycling adventures.
- Benefits: Competitive salary, monthly bonuses, remote Fridays, and generous annual leave.
- Other info: Exciting opportunities for growth and a love for cycling is a bonus!
- Why this job: Join a passionate team and make a real impact in the travel industry.
- Qualifications: 5+ years in customer service management, strong leadership, and project management skills.
The predicted salary is between 56250 - 68750 £ per year.
Are you an experienced Customer Experience / Operations Manager within the Travel Industry? Do you have a keen interest in Activity / Sport focussed holidays? Look no further!
We are working with a reputable London based Travel company, who specialise in cycling holidays - they are looking for an experienced Customer Experience Manager to join their small team.
The role
- Leading and developing the post-sales team, with direct line management and day-to-day oversight of team members.
- Defining and governing the end-to-end post-sales operation - spanning customer communications and the administrative execution of bookings, including accommodation, bike hire, transfers and amendments - establishing the standards, workflows and escalation paths that the team is held to.
- Holding overall accountability for the operational integrity of travel documentation and group management, ensuring processes are robust, scalable and consistently well-executed.
- Directing the strategy, planning and delivery of their sportive and event programme internationally - including flagship events in Mallorca, France and the Dolomites - and representing the company on the ground to ensure delivery meets the standard our customers expect.
- Driving continuous improvement across the department through new processes, automation and operational best practice.
- Leading the implementation and delivery of new systems and technologies, including a customer ticketing platform and AI-assisted customer support.
- Owning customer feedback, service levels and operational KPIs, using data to identify and act on opportunities to improve efficiency, customer satisfaction and commercial performance.
- Partnering closely with the Sales team to ensure a seamless customer journey and support the business's future growth
The person
- 5+ years' experience in a customer service management or team leadership role (within Travel)
- Strong working knowledge of CRM and customer service/ticketing systems, with the ability to identify and implement the right tools for the business.
- A proven track record of driving process improvement and delivering measurable gains in service quality and efficiency.
- Experience managing projects end-to-end, from scoping through to delivery.
- Confident using AI tools and automation to enhance customer service processes.
- Strong people leadership skills, with experience developing and motivating a team
- A love or knowledge of cycling (not essential, but a bonus!).
The package?
- A salary of circa £35,000 (depending on experience)
- Monthly Team Bonus: £250 per month if the company achieves its monthly team margin target, plus a Bi-Annual Company Bonus based on overall business performance.
- Monday to Thursday, you'll be based in our Holborn office, with the option to work from home on Fridays.
- Annual Leave: 25 days plus bank holidays.
- Cycle to Work Scheme.
- Discounted holidays for you and your family.
- Workplace pension.
- Charity Volunteer Programme
- #J-18808-Ljbffr
Operations Manager in London employer: Travel Trade Recruitment Limited
Join a dynamic and passionate team at a leading London-based travel company that specialises in cycling holidays, where your expertise as an Operations Manager will be valued and nurtured. Enjoy a supportive work culture that prioritises employee growth, offering opportunities for continuous improvement and innovation, alongside attractive benefits such as a competitive salary, monthly bonuses, and discounted holidays. With a focus on work-life balance, you can thrive in a collaborative environment while making a meaningful impact on customer experiences.
Contact Details:
Travel Trade Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in London
✨Get Involved in Local Travel Events
Join local tourism fairs or travel expos in your area. These events are a treasure trove for networking, and you can often meet hiring managers from companies like Travel Trade Recruitment Limited who are looking for fresh talent for roles like Operations Manager.
✨Showcase Your Travel Know-How
Create a travel blog or use social media to share your experiences and insights about different destinations. This can help you stand out to recruiters in the travel industry, demonstrating your passion for the sector and your ability to engage with an audience.
✨Connect with Alumni from Your School
Check out alumni groups linked to the travel and tourism sectors. Often, these connections can lead to inside info about opportunities at companies like Travel Trade Recruitment Limited and give you a leg up for your Operations Manager application.
✨Don’t Shy Away from Cold Emails
If there's a dream company you want to join, don’t hesitate to send a friendly email to their HR or recruitment team. Express your interest in their vision and mention that you’re keen on any Operations Manager openings they might have. It's a bold move, but it might just pay off!
We think you need these skills to ace Operations Manager in London
Some tips for your application 🫡
Show Your Passion for Travel:In the travel and tourism industry, your love for exploration and different cultures should shine through in your application. Make sure to share personal anecdotes or experiences that highlight your enthusiasm for travel—this can really set you apart when applying for the Operations Manager role at Travel Trade Recruitment Limited.
Highlight Your Customer Service Skills:Customer service is king in travel and tourism. When detailing your work experience, focus on situations where you provided outstanding service or resolved customer issues, as this demonstrates your ability to ensure client satisfaction. Include specific examples in your CV to show that you're ready to face the challenges of the Operations Manager position at Travel Trade Recruitment Limited.
Keep Your CV Travel-Themed:When it comes to CV conventions in the travel industry, think of including any relevant certifications or training you've completed, like first aid or tour guiding courses. If you've travelled widely yourself, don't hesitate to mention that—it's all about showing your background fits the globetrotting vibe of Travel Trade Recruitment Limited.
Craft a Compelling Cover Letter:Your cover letter should not only explain why you're a great fit but also reflect your personality! Use this space to express what excites you about the travel sector and how you can contribute to Travel Trade Recruitment Limited's adventures. Share any unique perspectives or ideas you have to enhance the travel experience, especially as a full-time Operations Manager.
How to prepare for a job interview at Travel Trade Recruitment Limited
✨Show Off Your Travel Knowledge
For a role in travel and tourism, it’s vital to demonstrate your knowledge of different destinations, cultures, and travel trends. Brush up on popular destinations and recent changes in travel restrictions. We suggest bringing some interesting travel stories or experiences to share—this can help you connect personally with the interviewer!
✨Prepare for Customer Scenarios
Expect to be hit with customer service scenarios during the interview. They might ask how you'd handle a challenging traveller or resolve a booking issue. Think of a few real-life examples from your experiences, even if they’re just from customer service roles. This will show that you're ready for the field and have the right mindset to tackle on-the-ground challenges!
✨Highlight Your Flexibility and Passion
In a full-time travel position, there are often irregular hours and spontaneous travel opportunities. Be sure to convey your flexibility and willingness to embrace the unpredictable nature of this industry. Let’s showcase that enthusiasm for travel and how it drives your decision-making!
✨Know the Tools of the Trade
Get familiar with travel booking systems and tools, such as Amadeus or Sabre. If you have experience using any specific software or even social media for travel promotions, bring that up! We want to show that you can hit the ground running and adapt quickly to their processes at Travel Trade Recruitment Limited.
