Operations & Customer Experience Manager

Are you an experience Operations Executive / Manager within the Travel / Education Travel Industry? Do you love all things Adventure / Challenge Travel? We have the role for you!

One of the UK's leading operators of challenge Travel / Events (UK & Abroad) are looking for an experience Operations and Customer Experience Manager to join their team!

The Operations Manager is a senior, hands-on role within the company, responsible for delivering a safe, good-value experience for our university student trip participants from booking through to the successful completion of their chosen challenge. This entails overseeing the pre-departure experience of participants as well as the management and booking of supplier services to ensure all trips are run safely and efficiently for all participants.

The role:

Overseeing the overall operations / admin for scheduled trips / events
Maintaining Trip Date Mapping documents to ensure all trips are planned efficiently, liaising with sales staff to ensure departure dates are optimised.
Take responsibility for ensuring that trips are mapped on dates with the best value flight prices and choose the best value airlines for each routing, taking flight times, layovers, cost per person and contractual terms into account.
Request, negotiate and agree trip-specific quotes/contracts with airlines as early as possible, ensuring the cost per travelling participant is minimised.
Take ownership of the pre-departure information and support journey for all participants and ensure it is optimised (executed by the Ops and CX coordinator)
Take responsibility for recruiting (advertising, interviewing, training and budgeting) for ICOs and Events Managers (treks, 3 peaks and marathons) and medics for all required trips.
Provide the company's medic with a comprehensive list of all participants who have indicated a medical condition, obtain all advice in writing and provide feedback to other relevant staff where the medic determines that a participant is not fit to travel.
Track departmental budget lines and provide forecasted figures on request

The Person:

Experience in operations / administering group travel packages
Building and maintaining professional relationships with suppliers
Managed overseas incidents
Experience with using custom CRMs
Dealt with customer enquiries and complaints
Experience of managing staff
Travelled extensively
Understanding of how travel packages are formed
Strong IT literacy, especially spreadsheets
Excellent written and oral communication skills
Ability to deal professionally with people from different cultural contexts
Creating and maintaining effective working relationships
Good presentation skills
Drive, ambition and a desire to hit targets and achieve results
Passion for running and/or adventure travel

The package:

A salary of circa £38,000 - 43,000 (depending on experience)
Hybrid working - 3 days from home
Office location in The City of London
Monday - Friday working hours
Opportunities to Travel
Interested?

Please click APPLY or contact (url removed)