C&M Travel Recruitment
Operations Manager
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Customer Operations/Reservations Manager
Required for this niche, fast-going travel business based in South London. They are looking for an experienced Operations/Reservations Manager from the travel industry to be hands-on as well as lead and grow a team of 5 people. The role is hybrid, 3 days in the office, salary 40/50k plus bonus and benefits.
Customer Operations/Reservations Manager Duties
- You will be managing a team of 5, which has plans to expand, who look after the client from the first enquiry until they arrive home.
- The manager will look at workload, and where it comes from - by brand, by day, by the hour, by type of contact, and staff against the demand.
- Build and run the rota.
- Set and publish service standards.
- Work closely with the technology team to help drive new technologies and improve processes.
- Take personal ownership of escalations and complaints.
- Handle supplier failures, itinerary changes, etc.
- Set individual targets, coach against them, and hold people to them fairly and consistently.
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Customer Operations/Reservations Manager Skills Required
- Travel industry experience is a must as a reservations team leader/manager, customer service manager, or operations manager.
- Numerate and data-driven.
- Practical experience of rotas, scheduling, and capacity planning.
- Calm and credible when dealing with complaints.
- Experience with 1-2-1s, coaching, etc.
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Additional Information
- Hybrid role, 3 days a week in a South London office.
- 25 days holidays, pension, and travel discounts.
If you are interested in the above role, please apply online or send your CV to duncan@candm.co.uk quoting DT60886.
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