Operations Manager - National

What You’ll Do

• Communicate operational standards, look for improvement of processes, and oversee Supervisors, to ensure all reservations are responded to as per company SLA/policy.
• Identify and agree individual and team service targets and performance objectives for Operations which will support & drive the business goals.
• Monitor and review all performance indicators, taking appropriate action when performance standards are not achieved.
• Establish & implement best operational working practices, policies, and processes, ensuring they are documented, monitored, reviewed, and developed.
• Promote and maintain a customer-first culture. Support departments where there needs to be an operational presence.
• Work closely with other Operational Managers to ensure that operational service standards are fully integrated with every other business function so that clients receive a seamless service.
• Monitor reservations, quality check, ensure all products are provided in our service offering.
• Monitor any alerts for disruptions to our clients & update all Operational staff immediately.
• Work closely with Account Managers to review & improve service standards.
• Establish key relationships, with key contacts from your location of accounts, and build a rapport with customer/booker.
• Ensure Customer complaints are logged and follow up with Customer service team.
• You will need to support Supervisors and be able to service a client, for bookings and ticketing.
• You will need to give training/advice and support all new team members.
• Ensure that all resources are deployed effectively so that write-offs are avoided & problem solve with no impact to our customers.
• Attend client meetings where applicable. Discuss enhancements/solutions with the client directly.
• Carry out recruitment, appraisal, disciplinary, and other interviews as required ensuring that they are properly documented.
• Ensure that people are kept up to date with any planned or recent changes; information; product knowledge, etc.
• Monitor staff absence across the teams to ensure service is not unduly impacted.

What We’re Looking For

• Leading and managing a team within a Business Travel environment.
• GDS knowledge, experience fares/ticketing/refunds.
• Experience in managing multiple locations of staff.
• Willing to travel to multiple locations within the UK.
• Effective telephone skills.
• Verbal reasoning skills.
• Analytical – able to interpret data.
• Attention to Detail.
• Excellent communication skills – verbal and written.
• Consistently accurate.
• Able to work to strict deadlines.
• Able to work as part of a team.
• Ambassador for service excellence.
• Strong team player.
• Assertive – able to achieve respect of colleagues.
• Ability to lead by example.
• Able to attend out-of-hours training/presentations.
• Some bank holiday work may be required.

What We Can Offer

Our people are our heartbeats, driving everything that we do. We encourage our people to be their best selves, do the right thing, tell it like it is, and be flexible. This opportunity will allow our new team members to be part of our journey as we expand in the global market. As we value our people, we offer a range of great benefits including;

• Private Health Care (after probationary period has been completed)
• Cash plan scheme (after probationary period has been completed, if private healthcare chosen, then this will be payable by the employee)
• Group Life Cover (after probationary period has been completed)
• EAP Scheme
• Pension Scheme
• Volunteering days
• Travel Discounts
• Shopping discounts
• Christmas Savings Scheme
• Season Ticket Loans