Head of Customer Operations

Head Of Customer Operations - Travel Industry

This award-winning travel business are shaping the future of online travel. They are well established, well-funded and still have the dynamic start up culture that fuels innovation keeping the customer experience at the heart of what they do. They are looking for an experienced Head of Customer Operations from the Travel Industry to lead and support the team.

Head of Customer Operations - What will I be doing?

  • You will be leading and supporting the operations/customer service teams who manage all post sales queries and scenarios.
  • This is everything from pre travel questions/amendments from customers through to issues in resort, supporting the aviation booking teams and the post travel complaints.
  • You will be managing a team of approximately 60 with 4 direct reports
  • You will build up close relationships with core suppliers, ensuring the root causes of issues are understood and rectified.
  • You will provide data and analysis to highlight challenges and hold both internal and external stakeholders accountable in supporting improvements. You will be responsible for constantly analyse performance, looking for ways to enhance processes to improve customer service scores
  • Your teams will be working remotely from you for the majority of the time


Head of Customer Operations - What experience do I need?

  • It is essential that you have significant experience of running a large Operations / Customer Service Team within the Travel Industry.
  • We are looking for someone who also has great B2B relationship management experience as supplier management is key in this role
  • You will have experience of working in an omnichannel environment. This team are incredibly fast paced so we are looking for someone who has come from a dynamic culture - preferably some experience of working in a start-up environment.
  • You will be mainly managing your team remotely so you must have experience of this and preferably outsourcing experience too.


Head Of Customer Operations - What else do I need to know?
This role is mainly based remotely but you must be happy to come into the Central London office at least once a week. The salary is competitive, and the environment is a really exciting place to be. This business is well funded and doing exceptionally well in what has been a very turbulent time for the industry. The structure is robust, and this role is an exciting challenge for anyone looking to move up within the industry or come back into Travel.

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    Accountant - Dorking

    This is a great role for an experienced accountant who has practice experience to join a small, friendly, professional team.

    Accountant - What will I be doing ?

    • The role is a hybrid of personal tax return work and accounts preparation, weighted towards tax return work approximately 60:40.

    Accountant - What experience do I need?

    • It is essential that you have worked in practice previously and have managed a high volume of personal tax return work as well as small business' accounts preparation
    • Experience of trust tax returns would also be preferable.


    Accountant - What else do I need to know ? It will be a mix of office based work and remote working 3 days / 2 days. Hours are 9 - 5.30 or 8.30 - 5.

  • Tours Consultant - Educational Travel
    Bonus and Benefits

    Tour Consultant / Key Account Manager

    This is a wonderful opportunity to join an ambitious and successful specialist educational tour operator providing bespoke tailor made services to schools / colleges and universities. They are incredibly busy right now and are looking for a Tour Consultant to help them create bespoke tours.

    Tour Consultant / Key Account Manager - What will I be doing?

    • You will be tailor making itineraries for educational settings in line with the course that their students are studying. Every tour is bespoke with each client having different needs
    • You will be generating accurate tour costings
    • Liaising with suppliers / colleagues to negotiate and confirm travel, accommodation and visit requirements
    • Ensuring all tours are completed within set budgets and client payments are received in the agreed time frames
    • You will develop "life-long" relationships with both client and supplier


    Tour Consultant / Key Account Manager - What experience do I need?

    • Ideally you will have an understanding of the needs of educational settings' trips with proven experience and full understanding of delivering exceptional customer service
    • Ideally advanced knowledge of the School Travel Market
    • Destination knowledge in particular Europe.
    • Ability to resolve problems, work under pressure and meet deadlines
    • Ability to work as under own initiative, and essentially as part of a wider team
    • Analytical skills
    • IT literate and knowledge of Microsoft products
    • Ability to follow procedures and willingness to enhance them
    • Strong time management skills and ability to prioritise workload and be highly organised
    • Commercial & financial awareness and be numerate
    • Adaptable and flexible

    Tour Consultant / Key Account Manager - Additional Information:
    This role is a Monday - Friday 9 - 5 role and is based in the office in Surrey / Greater London. This is an incredible time to join the business as it builds back after the pandemic with enquiries being through the roof. You will have lots of opportunity to progress in the future. The team are all so friendly and hard working - there is a real team spirit here where everyone is all hands to the deck.

  • Travel Consultants - Ski!
    Bonus and Excellent Benefits

    Reservations Agents - Ski

    This incredible operator offer all variety of ski holidays and they are hiring for their sales team for the next season . These are 6 month contracts with a strong possibility of them becoming 12 month roles. If you have travel consultancy experience or love skiing or are looking for your first step into the travel industry you do not want to miss this opportunity - Discounted holidays and educationals are all part of the job!

    Reservations Agents - Ski - What will I be doing ?

    • You will be answering the phone and email enquiries from customers wanting to book their ski holidays, converting these enquiries into bookings.
    • You will be fully trained on the products and properties that they sell and most agents are sent out to resort to get to know some of the products that you will be selling first hand as much as possible.
    • You will be working in their fabulous offices in Hampshire 2 days a week and the rest from home. The offices have terrific facilities.
    • You will be working to targets and have lots of incentives to keep you motivated.


    Reservations Agents - Ski - What experience do I need?

    • The main requirement is a terrific attitude to working with customers over the phone - you must be self-motivated, passionate about service and sales and be ready to inspire customers to book their holiday with you.
    • If you have been a seasonal worker in ski resorts in whatever capacity then great, or perhaps you just love skiing.
    • However if you have not skied before but are just really keen to work in a customer sales environment with a passion for travel ( perhaps you studied leisure and tourism ) then we want to hear from you. You may have worked in a call centre in sales but now want to sell something a bit more exciting.
    • If you have previously worked as a travel agent, reservations agent, travel consultant then we would love to hear from you.


    Reservations Agents - Ski - Additional Info

    There is a lot we can write here - as well as a basic salary you will earn commission on the bookings you make - the OTE for a permanent member of staff over the year is between £23k - £25k. There is a vibrant social committee lots of ad hoc incentives, ....it's a great place to work and they are hiring right now!! The role is based 2 days in their office in Hampshire and 3 days from home with all equipment provided.