At a Glance
- Tasks: Lead daily operations, enhance customer experience, and ensure compliance in a fast-paced environment.
- Company: True Traveller, a dynamic travel insurance provider focused on customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a collaborative culture that values hard work and continuous improvement.
- Why this job: Join a passionate team and make a real impact in the travel insurance industry.
- Qualifications: Experience in operations management and a strong understanding of customer service.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid (UK-based)
Employment Type: Full-time, Permanent
Reports To: Managing Director
About Us
At The True Traveller, we create simple, flexible, and transparent travel insurance for people who love to travel. As a direct-to-consumer intermediary, we partner with leading insurers to give customers confidence and peace of mind—so they can focus on the adventure ahead. We build products that are easy to buy, understandable, and dependable when it matters most. Our culture is grounded in: Hard work, teamwork, customer leadership, data-driven decision-making, individual ownership, commercial discipline, and a passion for continuous improvement. If this resonates with you, we’d love to hear from you.
A rare opportunity has arisen to join us as Head of Operations, a key senior leadership role at a pivotal stage of our continued growth.
The Role
As Head of Operations, you’ll be responsible for the smooth running of our day-to-day operations, from policy processing and partner coordination to customer service performance and compliance oversight. This role is ideal for someone who thrives in a fast-moving, digital-first environment, understands the nuances of regulated financial products, and enjoys improving systems and processes to deliver outstanding customer service. You’ll sit on the Senior Management Team, acting as a partner to Commercial, Product, and Technology, and playing a critical role in managing a high-volume, digital-first insurance business.
Key Responsibilities
- Customer Experience
- Ensure our customer service team delivers exceptional, empathetic support to every traveller.
- Manage service metrics such as response times, resolution rates, and complaint handling.
- Continuously review and enhance the online and post-sale customer journey.
- Oversee customer communication materials (emails, FAQs, web content) for clarity and compliance.
- Operational Management
- Oversee daily operational activities — including policy issuance, amendments, cancellations, and refunds.
- Monitor service levels and ensure consistent delivery across customer service and administrative functions – including our claims team based in Prague.
- Maintain oversight of policy data accuracy, reporting, and reconciliation with insurers and third parties.
- Develop and implement process improvements to increase efficiency and reduce errors.
- Compliance
Head of Operations – Travel Insurance employer: True Traveller
At True Traveller, we pride ourselves on being an exceptional employer that fosters a culture of hard work, teamwork, and continuous improvement. Our hybrid working model allows for flexibility while being part of a dynamic team dedicated to delivering outstanding customer service in the travel insurance sector. With ample opportunities for professional growth and a commitment to employee well-being, we ensure that our staff are empowered to thrive in their roles and contribute meaningfully to our mission.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations – Travel Insurance
✨Tip Number 1
Network like a pro! Reach out to people in the travel insurance industry on LinkedIn or at events. We can’t stress enough how valuable personal connections can be in landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, values, and recent news. This shows you’re genuinely interested and ready to contribute to their mission.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident and authentic, not like a robot reciting a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Head of Operations – Travel Insurance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Head of Operations role. Highlight your experience in operational management and customer service, as these are key to what we’re looking for.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about travel insurance and how your background makes you the perfect fit for our team. Be genuine and let your personality come through.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve processes and enhance customer experience. Numbers and metrics can really make your application stand out!
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 this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at True Traveller
✨Know the Company Inside Out
Before your interview, dive deep into The True Traveller's mission and values. Understand their approach to travel insurance and how they prioritise customer experience. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Operational Expertise
Be prepared to discuss your previous experience in operational management, especially in a fast-paced environment. Highlight specific examples where you've improved processes or enhanced customer service. Use metrics to demonstrate your impact—numbers speak volumes!
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios related to customer service challenges or compliance issues you've faced before, and be ready to explain how you resolved them.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the company's future plans, how they measure success in customer service, or what challenges they foresee in the travel insurance market. This shows you're not just interested in the job, but also in contributing to the company's growth.
