Details:
- Salary: £38,000 - 40,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: B37 Chelmsley Wood Solihull
- Date: 3 days ago
Description:
We’re looking for an experienced Operations Manager to lead, manage and optimise the day-to-day operational performance, with full accountability for sales delivery, operational efficiency, after-sales service and ticketing accuracy within a call-centre based tour operator environment.
The successful candidate will be responsible for driving sales performance, maximising conversion, managing departmental KPIs, and ensuring high standards across the full customer lifecycle — from initial enquiry through to post-sale support and ticketing.
The role also carries responsibility for operational crisis management, incident response and business continuity, ensuring minimal disruption to customers, revenue and brand reputation.
This is a fantastic opportunity to join a leading Tour Operator in a fast paced and extremely varied role and on offer is a competitive salary up to £40,000, plus excellent benefits.
If this role is of interest to you, please apply online.
Role of Operations Manager:
* Oversee the daily operational performance of: Sales, After-Sales / Customer Service, Sales Support, Offline Support, Ticketing & Processing, Administration
* Own and drive overall sales performance across the Sales Department.
* Ensure sales managers actively manage conversion rates, call quality, productivity and revenue per call.
* Ensure after-sales teams deliver a high standard of customer service and issue resolution.
* Oversee ticketing and processing accuracy, timeliness and compliance.
* Conduct monthly performance reviews with Operational Department Managers.
* Drive a performance-led culture with clear accountability and ownership.
* Support training delivery, coaching and ongoing development across teams.
* Produce and analyse weekly and monthly management reports
* Act as the senior operational lead during crises, including supplier failure, flight disruptions, system outages, high-volume customer incidents, regulatory issues or reputational risk
Skills required for the role:
* Travel industry experience – essential
* Strong commercial and sales-driven leadership
* Proven experience managing performance in a call-centre environment
* Excellent decision-making and problem-solving ability, including under pressure
* Strong analytical, reporting and forecasting skills
* Confident communicator at all levels
* Ability to coach, motivate and hold managers accountable
* Strong planning, prioritisation and time management
* High attention to detail and process discipline
* Influential leadership and stakeholder management
* Training, coaching and development capability
If you’re interested in learning more about this Operations manager role, please press the apply online button now!
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