Optimum Recruitment Group are proud to be working with a well established and successful travel business based in central York, who are looking to appoint a Head of Tour Management to the team.
As a Head of remit, this role is responsible for the leadership, development and operational management of the Tour Manager team. This role ensures the community receives the necessary support, engagement and resources to deliver an outstanding customer experience.
Your duties will be to:
* Lead, manage and develop the team that provides direct support, ensuring efficiency and high service standards in line with Service Level Agreements.
* Manage performance in line with SLAs while ensuring the team provides a high-quality service.
* Build effective, professional and supportive relationships, managing their journey from recruitment through to exit.
* Identify opportunities for improvements and take ownership of driving projects that will facilitate enhanced customer experiences.
* Work with key teams to improve quality through attending quality meetings and owning, identifying and driving actions to support quality improvement.
* Collaborate with internal teams to develop the necessary tools, resources and support to upskill colleagues, drive performance improvement and enhance the customer experience.
* Ensure colleagues receive regular feedback to support performance in their role by leveraging AI and technology. Han...