Travel Operations Manager

Inntravel is leading the way in walking holidays - that’s because we’ve walked every step, eaten at every restaurant, and slept in every hotel. For 40 years we have been uncovering and curating the most remarkable locations around Europe. Whether it’s a gentle walk along the South Devon coast, or a hike through the hill-top towns of Tuscany, Inntravel will guide you on a walk that’s worth it. Sustainability and responsible tourism is at the core of everything we do and should be a passion for all of our people.

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

• Enjoy 50% discount off of Inntravel holidays and across our sister brands

• Additional annual leave when you choose to swap a plane for a train

• Career pathing and continuous development opportunities

• Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world

• 2 volunteer days each year to give back to what is important to you

• A well-being resource hub, online lunchtime yoga classes, annual Steps challenge, employee assistance programmes, cash back health and dental plan

• Hybrid working

• Enhanced family leave allowances

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Tuesdays and Wednesdays are mandatory office days. Due to the beautiful remote location, access to your own transport is essential. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £42,000 - £48,000 p.a. + out of hours duty payment

Fixed term contract for 12 months (maternity cover)

About the role:

Our primary aim is to deliver the best possible service to our customers throughout their journey and this is the key driver for everyone at Inntravel.

The Operations team ensure the smooth running of holiday operations through detailed coordination and direct communication with suppliers and customers, delivering exceptional service. Handling all aspects of customer communication after invoice has been issued through until return of holiday, managing queries, and resolving operational issues. Operations manage and book all travel elements as they become available to book predeparture. They ensure all customers receive the correct information for their holiday in good time predeparture and resolve any customer queries on or before their holiday. Their sole focus is ensuring customers have the best possible experience both before and during their holiday.

The successful candidate will focus on people management, team engagement, driving efficiencies, performance management, and continuous improvement. This role requires a strategic thinker who can foster a positive work environment while ensuring operational excellence.

• Lead, mentor, and develop a high-performing operations team.

• Conduct regular performance reviews and provide constructive feedback.

• Foster a culture of collaboration, inclusivity, and continuous learning.

• Implement initiatives to boost team morale and engagement.

• Organize team-building activities and workshops.

• Analyse current processes to identify areas for improvement.

• Develop and implement strategies to streamline operations and reduce costs.

• Monitor key performance indicators to ensure targets are met.

• Set clear performance goals and expectations for team members.

• Regularly assess and track employee performance against objectives.

• Provide training and development opportunities to enhance skills and performance.

• Drive a culture of innovation and continuous improvement.

• Stay updated with industry trends and integrate best practices.

• Lead projects aimed at enhancing service delivery and customer satisfaction.

• Work closely with other departments to ensure alignment and smooth operations.

• Communicate effectively with senior management and external partners.

• Be out of hours contact on a rotational shift pattern.

Am I the right person? We are looking for your application to demonstrate:

• Proven experience of customer operations or working in a call/contact centre environment.

• Experience of working in a B2C/D2C industry.

• Strong skills with customer management, CRM, reservations or telephony systems.

• Strong leadership skills with a focus on people management, team development and performance management.

• Experience of managing and coaching team leaders to work to KPIs.

• Demonstrated ability to drive process improvements and efficiencies.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Ability to work under pressure and manage multiple priorities.

• Good inter-personal skills and ability to develop strong relationships with stakeholders.

• Experience in the travel industry is desirable, but not essential.

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.