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