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.

Operations Team Leader responsibilities:

• 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.

Operations Team Leader skills required:

• 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.

Additional information:

• Mon-Fri with 3 days in the office
• Salary up to £31,000
• Company benefits