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C&M Travel Recruitment Logo C&M Travel Recruitment · Hospitality and Tourism

Operations Team Leader

United Kingdom, Surrey 31000.00 GBP / Year · Job Posted March 20, 2026
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Job Description

Operations Team Leader required for the Programme Change team for a successful tour operator based in Surrey. You’ll manage a small team handling programme changes and consolidations, ensuring exceptional customer care while protecting commercial interests. The role is Monday-Friday on a hybrid basis with a salary of up to £31,000.

Job Responsibility

  • Lead, coach, and develop a high-performing team
  • Oversee workflow to ensure programme changes are completed accurately and on time
  • Maintain SLAs across email and phone contact, including escalation handling
  • Use Tiger Bay to amend bookings and manage communications
  • Apply Booking Conditions and Package Travel Regulations confidently
  • Produce weekly and monthly reports on workloads, trends, and change volumes
  • Deputise for the Programme Change Manager and support incident response when required

Requirements

  • Experience in a team leader or supervisory role (travel industry experience is a plus)
  • Strong customer service skills and a calm, solutions-focused approach
  • Confident communication and the ability to influence and support others
  • Good analytical skills and solid Excel knowledge
  • Passion for travel and delivering excellent customer experiences

What we offer

Company benefits

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