Senior Operations Manager - OHS & Post ; Maternity Cover

Why loveholidays? At loveholidays -

Why loveholidays? At loveholidays
- we trailblaze together
. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You’ll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you’ll be part of a fun-loving international community achieving great things together.

Working as part of the Customer Operations team and reporting into the Head of Customer Service you will play a pivotal role in leading one of our some of our key teams within our customer journey - the On Holiday Support and complaint teams. You will be working hand-in-hand with our outsourced partner & internal teams, to lead, motivate and drive high performance from the team of agents, who deal with our customers and supply partners.

As your team is based in the UK & South Africa, it is essential that you are comfortable working cross-culturally with people and enjoy problem solving and putting yourself in the shoes of the customer.
You will be customer obsessed, always looking at ways to remove points of friction along the customer journey to deliver a superior experience. You will have strong stakeholder management skills enabling you to build excellent relationships with other key departments within loveholidays such as Customer Strategy, Supply, Commercial, Legal, PR & Brand but also with Tech and Holiday Product to help us close the feedback loop to ensure that when the problem is ours, we fix it to ensure it doesn’t happen again.

You will also be responsible for driving continual improvements with our supply partners so as to drive a superior customer and agent customer experience
You will play a key role in helping deliver our departmental and company objectives and key results whilst delivering strong operational results in terms of CSAT and SLA performance.
The role is a hybrid role based in Hammersmith, London two days a week but will require extensive liaison with our offshore team in South Africa, including overseas travel to the destination.

Additional Info:
This role is a 12 month maternity cover

• Responsible for overseeing the On Holiday Support and Complaints Team, providing clear strategic guidance to the outsourced & inhouse teams, as to drive a strong operational performance to ensure all internal KPIs are met
• You will be responsible for CEO complaints that are sent into our Exec teams, resolving with pace and understanding, then feeding back in the relevant team, the root cause of these customer journeys.
• You will be responsible for the accessibility, medical & personal injury queries that come into the team, ensuring that all queries are dealt with efficiently and the correct levels of attention they deserve.
• Reporting and analysis of daily/weekly/monthly performance highlighting areas for improvement and taking ownership for driving these through
• Ensuring that all processes and procedures are up to date and appropriately controlled, monitored and documented. Highlight areas of concern and interact with other departments to encourage best practice and resolution of issues
• Be the face of/go-to person for your areas of responsibility across the business, being on point to answer all related queries and provide regular updates on the team’s progress
• Challenge internal and external processes and support/implement the changes required to better support our customers
• Playing an active role in the CX management team, working closely with other…