Job Title: Operations Manager
Business Area: 1st Class Holidays Limited
Location: This role is based out of our office in Manchester - Trafford House, Old Trafford, Manchester, M32 0RS - Easy accessible via train/tram, bus and car (Free Parking). However, we offer a hybrid approach of working with a mixture of home-working and office-working.
About us:
We are a Manchester-based award-winning Holiday Company, specialising in tailormade holidays to Canada, the USA, South Africa, Islands, Australia and New Zealand. Established more than 27 years ago, our passionate team of management and staff have a genuine love for what they do: making people’s dream holidays become a reality. We have first-hand experiences of the destinations we offer; the advice and tips we can give you are based on a reliable wealth of knowledge that we’ve garnered from our own travels.
The Role:
You will be responsible for the effective and efficient management of all Operational functions. You will ensure that all functions are carried out in a way that provides excellent service for our customers and maintains maximum profitability for the company. Our Operations Department roles are varied and includes (but not limited to) making reservations using online & offline systems, processing booking amendments & cancellations, processing and updating schedule changes and special requests, quality control checks and processing invoices and documentation
Key Responsibilities:
- Lead, motivate and develop a dedicated team of Operations Co-ordinators/Executives.
- Ensure all roles and tasks are performed to strict company standards, assisting the team to complete tasks when necessary.
- Ensure 100% customer satisfaction at all points on our Customer Journey.
- Work closely with other departments to ensure best practice processes are followed at all stages of our Customer Journey.
- Identify and implement improvements to our booking process journey.
- Maintain and develop relationships with suppliers and service providers to ensure our clients always get the best attention, both before & during travel period.
- Analyse and monitor customer satisfaction levels and make recommendations to continuously adapt and improve the Customer Journey.
- Assist and liaise with other internal teams and departments concerning any Operational matters.
- Lead your team and assist with all HR functions of the department, including but not limited to Recruitment, Performance Management, Training and Appraisals.
- Be part of the Duty Manager/Out of Hours team.
- Crisis Management, provide assistance to clients & internal teams in the event of any external crisis that may arise.
- Any other duties that may arise.
About You:
We are looking for a positive individual with experience and passion for selling tailor-made long-haul holidays. Previous experience working for a retail travel agent or long-haul operator would be an advantage.
Skills & Experience:
- Confident working within a busy varied role supporting a team but also playing a hands-on role within the department.
- GDS knowledge – preferably Amadeus.
- Positive attitude and good communication skills.
- Flexible and adaptable to drive/achieve the department's goals and objectives.
- Ability to work under pressure.
- Take a solution-focused approach to problem-solving.
- Strong organisation & customer service skills.
- Knowledge of our Long-Haul Destinations is preferred, but not essential.
What you'll get in return:
• Holidays – 25 days plus Bank Holidays. Plus, one extra holiday for every year of service - up to 5.
• PERKS Benefits Platform – access to discounts and cashback with hundreds of retailers.
• FAM Trips Opportunities.
• Casual Dress Code.
• Commission Incentives.
• Free Parking.
• Access to staff travel discount websites.
Contract / Working Hours:
Full-time (38.75 hours per week) Core hours of 08.55am – 5.40pm however flexibility will be required from time to time, 5 days between Monday & Saturday (Sundays during the busy months) based at Trafford House, Old Trafford, Manchester. Please email your CV to [email protected] with a cover letter giving details of why you think you may be suited to this role and your salary expectations.
No agencies, please.
