Assistant Operations Manager

3 Days Old

We are recruiting for an experienced Assistant Manager – Programme Change to join a highly respected travel business. This role sits within the Customer Operations team and is responsible for leading a small team managing programme changes and consolidations while ensuring exceptional customer service and protecting commercial outcomes.
This is a fantastic opportunity for a customer-focused travel professional with leadership experience who thrives in a fast-paced environment and enjoys resolving complex situations.
Key Responsibilities
Team Leadership
Lead, motivate and develop a small Programme Change team
Conduct regular 1:1s, performance reviews and coaching sessions
Support recruitment, onboarding and team engagement Operations
Oversee workflow of programme changes and consolidations
Ensure customer enquiries are handled within agreed SLAs
Monitor programme change communications and call performance
Handle complex escalations and customer cases Product & Compliance
Maintain strong knowledge of travel products and booking conditions
Work within Package Travel Regulations
Liaise with product teams to identify suitable alternatives for customers Reporting & Analysis
Record programme changes and consolidations accurately
Produce weekly and monthly operational reports
Identify trends and opportunities to improve processes Management Support
Deputise for the Programme Change Manager when required
Support wider incident management processes About You
Previous Team Leader or supervisory experience (ideally within travel)
Passion for travel and delivering excellent customer service
Strong communication and organisational skills
Confident handling customer escalations
Good Excel and reporting skills
Ability to work calmly and effectively in a fast-paced environment
Apply
Location:
London, ENG, GB
Salary:
£28,000 - £31,000 /annum
Job Type:
FullTime
Category:
Other

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