Operations Manager - On Holiday Support
- Empower the team to deliver amazing customer outcomes when things go wrong: We know from time to time that things will go wrong, so you will create, develop and drive a team of highly motivated, highly skilled and completely empowered people to fix issues quickly and appropriately.
- Work with suppliers to create a seamless experience: Working with our suppliers will be key to the success of the department. We are a market place, and that means we need strong relationships with our suppliers to make this a seamless experience for our customers
- Create a customer experience that our customers love: You will see first hand the challenges our customers face, so will have the insight and ability to make real and lasting changes in the way we handle our customers experience while on holiday.
- Operational Excellence:
- Lead On Holiday Support to exceed KPIs (CSAT, SLAs), analyse metrics, and refine processes for optimal customer support.
- Supplier Management:
- Own outsourced partner performance, ensure high standards, and maintain effective governance.
- Cross-Functional Collaboration:
- Work collaboratively with Finance and suppliers, to drive process improvements across the customer journey. .
- Team Leadership:
- Motivate and guide a diverse team, fostering collaboration and high performance, and provide strategic guidance.
- Customer Advocacy:
- Act as a customer advocate, resolve issues, and champion customer-centric practices.
- Data-Driven Decisions:
- Ensure decisions are data-backed, empower team data literacy, and analyse trends.
- Operational Expertise:
- Proven experience driving teams to achieve service targets and customer goals.
- Problem Solving & Decision Making:
- Analytical mindset, ability to remain calm under pressure, and solution-focused.
- Customer Focus:
- Experience providing escalation support, deep commitment to customer satisfaction, and high empathy.
- Relationship Management:
- Strong stakeholder management skills for building productive relationships.
- Leadership & Collaboration:
- Ability to inspire teams, manage competing priorities, and communicate effectively.
- Cross-Cultural Competence: Experience working with onshore and offshore teams, fostering inclusivity and understanding cultural nuances.
- Operational Expertise: Proven experience in customer service operations, with a strong understanding of process optimization and best practices.
- Screening interview with Talent Acquisition team
- Interview with Hiring Manager + 1 other Manager (TBC) - 60 mins
- Final interview with Hiring Manager + Head of Customer Services - 45 mins
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan and eye care vouchers
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