Operations Team Leader

As Operations Team Leader, you will lead, coach, and inspire the team to deliver outstanding results, with a strong focus on continuous improvement, team development, and operational excellence. This is a role for someone who thrives in a fast-paced environment, leads by example, and genuinely cares about both their team and the customer experience.

Key Responsibilities

• Manage the Operations team, who are responsible for all communications with customers and suppliers post-confirmation until they return from their holiday.
• Act as the primary point of escalation for customer complaints, ensuring issues are handled with empathy, professionalism, and a clear focus on achieving the right outcome for the customer.
• Oversee the department workflow to ensure a consistently high quality and efficient experiences to customers and suppliers.
• Provide coaching and regular 1-1’s to team members, supporting their personal development.
• Encourage the team to embrace a culture of continual learning and personal responsibility.
• Support the senior members of the Operations team in leading the team and delivering on our long term plan.
• Use sound judgement to manage difficult customer/supplier situations, respond promptly to the needs of the customer/supplier, and solicit feedback to improve service and/or relationships.
• Support the Operations Manager with recruitment, on-boarding, and training of new starters.
• Ensure the Operations Manager has sight of any issues within the team or with customers/suppliers that may have a wider impact.
• Participate in the Saturday and out-of-hours duty phone rota.

Are You the Right Person?

We are looking for your application to demonstrate:

• Experience in developing and leading teams, coaching to build competence and confidence for high performance.
• Ability to effectively plan, organize, and manage your own and direct reports' workload.
• Communication skills: Highly confident, competent, and articulate individual who can communicate professionally across all levels – both verbal and written communication.
• Listening skills: Ability to listen carefully, explain with clarity, remain calm, flexible, and decisive in difficult situations.
• Innovation and problem solving; proactively identify problems and suggest solutions that will solve them for the customer, team, and business.
• Experience in travel is desirable.
• Strong interpersonal skills – communication and listening skills are key to this role.
• Able to work under pressure, motivated to achieve targets, and demonstrate a positive attitude.
• Ability to remain calm and maintain a positive outlook when faced with customer issues or complaints.
• Strong commercial focus on initiatives which deliver commercial results.
• Learning oriented.
• Self-starter who will take the initiative.
• Friendly team player.
• Able to multitask, prioritize, and establish deadlines to ensure objectives are met.
• Resilient and flexible.
• A hands-on individual who’s willing to go the extra mile.
• Empowered by nature and upholds our company values.

We aim to inspire individual discovery, and our values will be close to your heart. Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.