Customer Operations Team Manager

Your Golf Travel is the world's largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards... and this is only the beginning! What sets us apart? Our people. Our team members are the heart of our organisation, and by joining us, you will become part of an exceptionally talented, driven, passionate, collaborative, and entrepreneurial group in golf travel. Together, we are making significant strides in the industry and solidifying our status as the world’s premier golf travel company.

Our travel specialists are dedicated to providing exemplary customer service while crafting customised golf holidays for our clients. In this role, you will manage the complete booking process for customers, incorporating accommodations, flights, transfers, and tee times. We are on the lookout for enthusiastic individuals who share a love for travel and are excited to join one of the UK’s leading niche travel brands. Do I need to be a golfer? … Not at all. We primarily operate as a travel company, with golf being just one aspect of our offerings. If you’re eager to learn, we’d be thrilled to equip you with all the knowledge you need about our product; however, we can’t promise you’ll become the next Tiger Woods. What we truly seek is a genuine passion for travel and an eagerness to learn.

Reporting to the Head of Customer Operations, the Customer Operations Team Manager will be responsible for the day-to-day management of a team of Customer Service and Operations Executives within our contact centre. You’ll ensure high levels of performance, engagement, and customer satisfaction are consistently achieved, while supporting continuous improvement across our service delivery. In this newly created role, you will have a team of direct reports and also work closely with other members of the team to provide support across all aspects of processes and escalations. This role will require a strong background in team management and customer service and a great approach to problem solving and identifying how we can better support customers both as individuals and as a team.

What You’ll Be Doing:

• Coach and develop your team of direct reports to perform to their objectives and individual and team KPI’s.
• Support a multi channel contact centre, managing workloads, priorities and delivery to ensure we meet our customer SLA’s.
• Working with the wider team to automate our QA processes and use these to effectively support our teams and processes.
• Handle escalations and support the resolution of complex or sensitive customer cases.
• Identify training needs and support the development of team members through 1:1s, coaching, and performance reviews.
• Champion a culture of customer-centricity, quality, and continuous improvement.
• Collaborate with other teams such as Sales, Product, and other teams within Operations to ensure smooth end-to-end customer journeys.
• Analyse data and report on team performance, trends, and insights to inform decision-making.
• Contribute to the development and implementation of process improvements and operational efficiencies.
• Contribute to the design and management of a workload allocation process to ensure speed of response targets are met.
• Support workforce planning, resource allocation, and scheduling in collaboration with the Resource Planning.
• Drive engagement through clear communication, feedback, and recognition initiatives.
• Act as a brand ambassador internally and externally, ensuring a consistent and customer-aligned voice across all touchpoints.

What We’re Looking For:

• 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.

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.

Your Golf Travel are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Ready to help us deliver world-class travel experiences? Apply now and go the extra yard with us.