Travel Operations and Customer Experience Manager

Our client is a B Certified travel company who create unforgettable adventure based travel experiences designed for fundraising challenges for both individual and group travel to worldwide destinations.

They are now recruiting for a Travel Operations and Customer Experience Manager to join the team.

This is a pivotal role with the Travel Operations and Customer Experience Manager being a senior, hands-on role, responsible for delivering a safe, good-value experience for their trip participants from booking through to the successful completion of their chosen challenge.

This involves overseeing the pre-departure experience of participants as well as the management and booking of supplier services to ensure all trips are run safely and efficiently for all participants.

To be considered, candidates must have senior operations and customer services experience gained within adventure or student travel with an understanding of group travel with the ability to manage relationships with suppliers.

There is a clear pathway for the right candidate to progress into a Senior Operations & Customer Experience Manager role and, longer term, Head of Operations, based on performance and commitment.

This role is offered on a hybrid basis - Central London.

Travel Operations and Customer Experience Manager Duties:

Maintaining Trip Date Mapping documents to ensure all trips are planned efficiently, liaising with sales staff to ensure departure dates are optimised.

Administer the agreed pre-departure checks process for all Active trips, liaising with other relevant staff to ensure participants and charity partners are communicated with where necessary.

Taking responsibility for ensuring that trips are mapped on dates with the best value flight prices and choose the best value airlines for each routing, taking flight times, layovers, cost per person and contractual terms into account.

Request, negotiate and agree trip-specific quotes/contracts with airlines as early as possible, ensuring the cost per travelling participant is minimised.

Monitor suppliers performance and adherence to contractual obligations and ensure that the CEO is made aware of issues as soon as possible after they arise.

Travel Operations and Customer Experience Manager Experience Required:

Previous operations experience within adventure or student-based travel

Experience in administering group travel packages

Building and maintaining professional relationships with suppliers

Experience dealing with customer enquiries and complaints