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- Tasks: Lead and develop a team to enhance customer service in our busy contact centre.
- Company: Your Golf Travel Ltd. is the leading golf travel company, dedicated to unforgettable experiences.
- Benefits: Enjoy 25 days holiday, travel perks, health benefits, and exclusive brand discounts.
- Why this job: Make a real impact on customer experience while working in a supportive, innovative environment.
- Qualifications: Proven team management experience and a passion for exceptional customer service required.
- Other info: Join us to shape your team's success and enjoy personal development opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Your Golf Travel Ltd. is the world\’s leading golf travel company. We\’re passionate about delivering unforgettable golf experiences and pride ourselves on our customer-centric approach and expert service.
We\’re looking for a Customer Operations Team Manager to lead, inspire, and develop a team of talented Customer Service and Operations Executives in our busy contact centre. This is a newly created role with the opportunity to make a real impact on our customer experience and operational excellence.
What you\’ll be doing:
- Lead, coach, and develop your team of Customer Service & Operations Executives to achieve their objectives and hit both individual and team KPIs
- Support a multi-channel contact centre, managing workloads, priorities, and delivery to meet our customer SLAs
- Champion a culture of customer-centricity, quality, and continuous improvement
- Work with the wider team to automate our QA processes and use these to enhance performance and service quality
- Handle escalations and resolve complex or sensitive customer cases with professionalism and care
- Identify training needs and support development through 1:1s, coaching, and performance reviews
- Collaborate with Sales, Product, and other Operations teams to ensure smooth, end-to-end customer journeys
- Analyse data and report on team performance, trends, and insights to inform decision-making
- Contribute to process improvements, operational efficiencies, and workload allocation strategies to hit speed-of-response targets
- Support workforce planning, resource allocation, and scheduling with the Resource Planning Team
- Drive engagement through clear communication, feedback, and recognition initiatives
- Act as a brand ambassador — inside and outside the business — ensuring a consistent, customer-aligned voice across all touchpoints
What we\’re looking for:
- Proven team management experience (contact centre or customer service environment)
- A passion for delivering stand-out customer service
- Sharp problem-solving skills and a knack for coaching others to success
- Strong communicator who can inspire and influence
- A balance of big-picture thinking and day-to-day operational focus
If you\’re ready to lead with energy, create a great place to work, and take customer service to the next level, we\’d love to hear from you.
Why join us?
This is a fantastic opportunity to step into a leadership role where you\’ll have the autonomy to shape your team\’s success and the customer journey. You\’ll be joining a supportive, forward-thinking company where great ideas are encouraged, and your contributions will be recognised.
Requirements
- Proven experience in customer experience, complaints handling, or brand reputation management
- Strong analytical skills with the ability to interpret customer data and translate insights into actionable improvements
- Solid understanding of Net Promoter Score (NPS) methodologies and social media monitoring tools
- Experience managing and developing high-performing teams
- Excellent communication skills with the ability to influence and engage stakeholders at all levels
- Proactive and solutions-focused, with a passion for resolving issues at the root cause and driving continuous improvement
Benefits
Why Join Us?
- Annual Leave – 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year
- ️ Amazing Travel Perks – Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels
- Recognition & Rewards – Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans
- ️ Exclusive Brand Discounts – Save on top golf and sports brands, including Taylormade, Under Armour, and Ping
- Health & Wellbeing – Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme
- Sustainable Travel Benefits – Access our Electric Car scheme with Octopus EV and make your commute greener
- Growth & Development – Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team
Ready to help us deliver world-class golf travel experiences?
Apply now and go the extra yard with us.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Industries
IT Services and IT Consulting
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Customer Operations Team Manager employer: Your Golf Travel
Contact Detail:
Your Golf Travel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Team Manager
✨Tip Number 1
Familiarise yourself with the golf travel industry and the specific services offered by Your Golf Travel Ltd. This knowledge will not only help you understand the company's customer-centric approach but also allow you to speak confidently about how you can enhance their operations.
✨Tip Number 2
Demonstrate your leadership skills by preparing examples of how you've successfully managed teams in a contact centre environment. Be ready to discuss specific challenges you've faced and how you motivated your team to achieve their KPIs.
✨Tip Number 3
Showcase your problem-solving abilities by thinking of scenarios where you've resolved complex customer issues. Highlight your approach to coaching others through these situations, as this aligns with the role's focus on developing team members.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to drive improvements in customer service. Being able to articulate how you've translated insights into actionable strategies will demonstrate your fit for the role.
We think you need these skills to ace Customer Operations Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team management, customer service, and operations. Use specific examples that demonstrate your ability to lead and inspire a team, as well as your problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention how your previous experiences align with the responsibilities of the Customer Operations Team Manager role and how you can contribute to the company's goals.
Showcase Analytical Skills: Since the role requires strong analytical skills, include examples of how you've used data to inform decision-making or improve processes in past positions. This will demonstrate your ability to analyse trends and insights effectively.
Highlight Communication Skills: Emphasise your communication skills in both your CV and cover letter. Provide examples of how you've successfully engaged stakeholders at various levels and how you’ve fostered a culture of feedback and recognition within your teams.
How to prepare for a job interview at Your Golf Travel
✨Showcase Your Leadership Skills
As a Customer Operations Team Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing others to achieve their goals.
✨Emphasise Customer-Centricity
Your potential employer values a customer-centric approach. Be ready to discuss how you've championed customer service in previous roles, including specific strategies you've implemented to enhance customer experiences and resolve complex issues.
✨Prepare for Data-Driven Discussions
Analytical skills are crucial for this role. Familiarise yourself with key performance indicators (KPIs) and be prepared to discuss how you've used data to inform decision-making and drive operational improvements in your previous positions.
✨Demonstrate Problem-Solving Abilities
The ability to tackle challenges effectively is essential. Think of examples where you've resolved difficult situations or improved processes. Highlight your proactive approach to identifying root causes and implementing solutions that benefit both the team and customers.
