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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