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Customer Operations Team Leader

£26,500 to £29,000
Job Type
2 Sep 2022

Amazing opportunity available for a Customer Operations Team Leader. You will lead and be responsible for the customer's experience from the point of sale to their return from their holiday. You will put the customer at the centre of everything you and your team do, ensuring we offer unparalleled customer service by delivering faultless and timely operational logistics and proactively delivering accurate, detailed information at each stage of the customer's booking journey. You will also be responsible for running and reporting on operational duty office.

The Job:

  • Responsible for the recruitment, training, management, and motivation of the Customer Operations team to meet business objectives whilst delivering the highest standards of service and information post booking.
  • Working closely with the Sales and Operations Manager initiate and deliver information improvements, process efficiencies to improve workflows and customer service levels
  • Responsible for agreeing team goals, monitoring and reporting on team and department performance to ensure highest standards of accuracy and service in line with business objectives and budgets
  • Responsible for ensuring that your team deliver cover and support for customer communication channels (live chat, email, and duty phones/office), manage the out-of-hours duty rota during the operating season (including evenings and weekends) for customers and European teams ensuring that issues are identified and used to improve information flows and service in line with agreed timelines and service standards
  • Responsible for ensuring that all bookings are correct and complete before invoices, ATOL certificates and itineraries are despatched and that payments (including balance payments) are received all in line with agreed timescales
  • Responsible for the accuracy and timely despatch of client information for all products in line with business objectives and the highest standards of service
  • Responsible for ensuring that all customer pre-departure enquiries, amendments, and cancellations (by whichever means they are received) are managed with accuracy and speed in line with targets and timelines agreed with you line manager
  • Working closely with the Sales and Operations Manager, develop and distribute additional pre-departure information which adds value to the customers' experience
  • Responsible for ensuring that all customers are called prior to departure with the objective of enhancing their holidays and maximising revenue in line with department targets
  • Responsible for any pre-departure customer service issues, changes to holiday and service provision in line with business objectives and high standards of service
  • Responsible for running balance due reports to ensure timely payments and highlighting any issues
  • Responsible for managing and training your team on all international distribution channels and booking systems used in generating and confirming sales
  • Responsible for correctly booking suppliers to fulfil bookings (bespoke and main programme), for managing stop sales, cancellations and amendments whilst ensuring the highest standards of information for customers and resort teams in line with agreed timelines and business objectives
  • Responsible for scheduled ticketing systems and costs delivering operational efficiencies and facilitating growth in sales in line with business objectives
  • Responsible for ensuring up to date reporting to enable accurate reconciliation of all third-party supplier booked elements
  • Responsible for manifesting, liaising with suppliers and services overseas and airport teams and informing relevant stakeholders of any operational updates for departure dates
  • Responsible for the delivery of the 24/7 in resort support service and incident response systems and ensuring it is delivered in line with business needs and budgets
  • Responsible for managing and improving automated reporting to send confirmations to airlines, transfer companies, third party accommodation suppliers lift pass offices, ski hire suppliers, ski school and any other relevant suppliers to ensure bookings are fulfilled accurately and in line with business objectives
  • Responsible for regular monitoring of flight availability and seats to bed ratios, working with the Sales and Operations Manager and Commercial and Product Manager to decide if/when to purchase additional flights
  • Responsible for checking that supplier invoices match costings and are correct and passed for payment by accounts in line with agreed timescales
  • Assist the Sales and Operations Manager to update incident response documentation and systems, ensuring a companywide infrastructure of incident teams, protocols and training is in place

Skills Required:

  • Leadership skills
  • Excellent communication and customer service skills
  • Excellent time management and organisation skills
  • Good organisation, numerical skills & self-motivated
  • Highly proficient with Microsoft Office Excel
  • Accurate attention to detail

The Package:

  • Salary 26,500 - 29,000 dependants on experience
  • A normal week (5 days) includes Saturday and Sundays. During the operational season, this will involve working shifts on a rotation basis over a 7-day week to manage the duty office. Lieu days are to be taken in agreement with your line manager. There will also be nights away from home and international travel for promotional events or educationals. Incident support may require additional hours/days outside of the contracted hours. We offer flexi-working, allowing a combination of working from home and from the office


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  • Job Reference: 702713321-2
  • Date Posted: 2 September 2022
  • Recruiter: Travel Trade Recruitment
    Travel Trade Recruitment
  • Location: London
  • Salary: £26,500 to £29,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent