Flight Centre
Service Centre EU Senior Operational Lead - UK
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ABOUT THE OPPORTUNITY
Join FCM Travel as our Service Centre EU Senior Operational Lead and play a pivotal role in shaping service excellence across one of our key global client portfolios. This leadership position is responsible for driving operational consistency, customer satisfaction, SLA performance, and team development across the EU Service Centre. You'll lead high-performing leaders and consultants, champion continuous improvement, and influence business outcomes through innovation, automation, and proactive customer service. If you're passionate about people leadership, operational excellence, and delivering exceptional client experiences, this is an exciting opportunity to make a lasting impact.
KEY RESPONSIBILITIES
- Lead the operational delivery of the EU Service Centre, ensuring exceptional service standards and customer satisfaction.
- Drive consistency across all teams and ensure adherence to service level agreements and key operational metrics.
- Implement and embed the operational business plan across all areas of the business.
- Champion operational strategy and identify opportunities to improve performance and service delivery.
- Lead, coach, develop, and support Team Managers and consultants to achieve individual and team success.
- Foster a positive, engaged, and high-performing culture aligned with FCM values.
- Conduct performance reviews, regular coaching conversations, and development planning.
- Monitor productivity, identify performance opportunities, and drive continuous improvement initiatives.
- Support talent development, succession planning, and career progression within the team.
- Resolve escalated customer service issues and manage service recovery processes.
- Ensure escalation processes are followed, monitored, and continuously improved.
- Partner with internal stakeholders to address service shortfalls and implement corrective actions.
- Identify and pursue opportunities for additional revenue generation and profitability improvements.
- Simplify operational processes and champion automation and technology-driven efficiencies.
- Drive adherence to FCM processes to deliver a consistent customer experience.
- Monitor operational performance against SLAs, KPIs, CSAT scores, productivity, retention, and quality metrics.
- Complete financial analysis activities and utilise available tools to improve business performance.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
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EXPERIENCE & QUALIFICATIONS
- Minimum 3 years' experience within Business Travel.
- Minimum 2 years' leadership or people management experience.
- Proven ability to lead, coach, and develop high-performing teams.
- Strong customer service and client relationship management expertise.
- Experience managing operational performance, SLAs, KPIs, productivity, and service quality.
- Demonstrated ability to drive continuous improvement, process optimisation, and efficiency gains.
- Strong communication, stakeholder management, and collaboration skills.
- Experience managing escalations and service recovery activities.
- Financial analysis skills and ability to identify commercial opportunities.
- Positive and open-minded attitude.
- Adaptable with a willingness to embrace change.
- Degree-level education desirable.
- ITML qualification desirable.
What's in it for you:
- Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
- Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
- Vibrant Culture & industry-renowned social events: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
- Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
- Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services, including dental, optical, and chiropractic care, with our bronze-level health cash plan.
- Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
- Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help you manage your finances.
- And Much More: Enjoy a range of additional benefits, including company-matched charitable donations, an excellent pension scheme, share options, an electric vehicle scheme, and a variety of salary sacrifice benefits.
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Our number one philosophy is Our people. Flight Centre Travel Group's promise is to provide an environment with equality of respect, dignity, and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at RecruitmentUK@flightcentre.co.uk [RecruitmentUK@flightcentre.co.uk].
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