Operations and Customer Experience Manager

At Rockpool, we are delighted to be partnering with a specialist travel company whose trips are about far more than the destination. Their travellers take on adventures and raise money for charity along the way, and come home having done something they will never forget.

The business is growing, and they are looking for a seasoned group travel operations professional to join them in a senior, hands-on role. You will take charge of how every trip comes together, look after travellers from the moment they sign up until well after they cross the finish line, and have a clear route to progress.

This role needs someone from a group travel background, ideally adventure, challenge or educational travel.

What will I be doing?

• Owning the whole traveller journey, from the day someone signs up, through fundraising and getting trip-ready, to completing their challenge and the follow-up once they are home
• Planning group trips end to end, picking the dates and airlines that give the best value, and pulling together ground services and logistics
• Negotiating with airlines and overseas partners, keeping on top of contract deadlines, payments and refunds, and making sure they deliver what was promised
• Keeping a close eye on how each group is getting on, from fundraising progress to how engaged their trip leaders are, and stepping in early with travellers, charities and leaders when someone needs a helping hand
• Shaping the pre-departure experience, from briefing packs and online briefings to airport meet-and-greets
• Recruiting and looking after the trip leaders, event managers and medics who travel with each group
• Leading on budgets, forecasting and reporting
• Line managing an Ops and Customer Experience Coordinator

What experience do I need?

• Group travel is a must, and adventure, challenge or educational travel would be a real advantage
• Hands-on experience managing travel operations, including putting together and running group travel packages
• Strong customer experience skills, with genuine care for the people travelling and confidence handling queries and complaints
• Strong supplier relationships, ideally including airline group desks and overseas ground partners
• You have handled incidents overseas and know how to stay calm and take control
• Confident with Excel and comfortable working in bespoke CRMs or booking systems
• Commercially aware, with the confidence to take ownership and run with things independently
• Experience managing staff would be a bonus
• Knowledge of ATOL and ABTA requirements would also help
• A degree (2:2 or above) or equivalent
• Well travelled, with a real love of adventure travel or running

What else do I need to know?

The salary is paying up to £43,000 depending on experience
Hybrid, with around two days a week in a modern central London co-working space
32 days' holiday including bank holidays, plus extra days after 3 and 5 years' service
The chance to travel on company trips and experience the challenges first hand
Team away days and team-building trips
An on-call allowance for covering live trips
Some flexibility is needed in peak periods, with the odd UK or overseas trip, and holiday blackout dates at the busiest times of year
A clear path to more senior roles in the business

If group travel is your world and you want a role where your work makes a real difference, we would love to hear from you. Send your CV to Sarah at Rockpool Recruitment, or get in touch for a confidential chat