Travel Trade Recruitment
Operations & Customer Experience Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Are you an experienced 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 experienced 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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
The Person:
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- 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 regis@traveltraderecruitent.co.uk
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London