Operations Manager, loveholidays

• We're looking for someone who's not afraid to suggest changes and continually make our customer journeys even better
• Basically, you'll be the holiday happiness guru!
• We are a data driven organisation, so having the ability to analyse and interpret insight, then make it actionable, is a key element to the role
• Proven experience driving teams to achieve service targets and customer goals
• Analytical mindset, ability to remain calm under pressure, and solution-focused
• Experience providing escalation support, deep commitment to customer satisfaction, and high empathy
• Strong stakeholder management skills for building productive relationships
• Ability to inspire teams, manage competing priorities, and communicate effectively

Desirable

• You'll lead our awesome On Holiday Support team, a remote group dedicated to helping our customers when they're away
• We might not be in their hotel with them, but we're just a call or message away
• You'll be making sure everything runs smoothly for our customers while they're on holiday
• We might not be on location, but we're experts at fixing problems from afar by using our awesome tech and strong local connections to get things back on track for our customers
• As a key member of the Customer Service team, reporting directly to the Senior Operations Manager, you will take ownership of both the internal and outsourced operations within the On Holiday Support function
• You will be responsible for the voice, livchat and tickets/email channels, driving impact in the following areas:
• 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
• This role will be responsible for ensuring that we drive the highest of standards across all of these channels, ensuring not just speedy but also high quality resolutions
• Strong people and supplier management will be central to the success of the role, and ensuring that everyone feels both engaged and part of the journey is paramount
• Lead On Holiday Support to exceed KPIs (CSAT, SLAs), analyse metrics, and refine processes for optimal customer support
• Own outsourced partner performance, ensure high standards, and maintain effective governance
• Work collaboratively with Finance and suppliers, to drive process improvements across the customer journey.
• Motivate and guide a diverse team, fostering collaboration and high performance, and provide strategic guidance
• Act as a customer advocate, resolve issues, and champion customer-centric practices
• Ensure decisions are data-backed, empower team data literacy, and analyse trends

• 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

• Discounted holidays for you, your family and friends
• 25 days of annual leave + bank holidays
• Company pension contributions at 5%
• Individual training budget for courses, seminars and memberships to professional bodies
• High degree of autonomy in a strong collaborative environment
• Cycle to work scheme, season ticket loan and eye care vouchers
• Hybrid working with 3 days working in our office (London) and 2 days WFH per week
• Sustainably sourced fruit baskets in the office kitchen
• Increased annual leave for long service
• Ability to buy and sell annual leave
• Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
• Enhanced paternity pay = 4 weeks of full pay

Total funding: $6.6m

Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.