Flight Operations Manager – Contact Centre
Hybrid – London (2 days in the office)
£50K-£60K base plus benefits
Are you ready to take the next step in your career and lead a team that keeps customer journeys running smoothly?
Our client
, a fast-paced travel operations business, is seeking a talented
Flight Operations Manager
to join their Customer Operations team. This is a unique opportunity for a hands-on leader to take ownership of flight operations, driving efficiency, process improvement, and delivering exceptional experiences for customers.
In this role, you will lead a UK-based team and an outsourced partner team in India, overseeing all aspects of flight booking and ticketing through Amadeus. You will act as the primary point of contact for flight-related queries, collaborate with internal stakeholders across supply, finance, product, and technology teams, and work closely with airline partners to ensure smooth operations.
The ideal candidate thrives in a contact centre environment, is passionate about operational excellence, and enjoys inspiring and developing teams across multiple locations. Occasional overseas travel to India will be required to support the offshore team.
Key Responsibilities:
* Lead and manage the Flight Operations team to consistently meet and exceed KPIs, including CSAT and SLA commitments
* Monitor and analyse operational performance, refine processes, and ensure compliance with ticketing rules
* Drive automation and process improvement initiatives to enhance efficiency and productivity
* Build and maintain strong relationships with airline and supply partners, serving as the go-to contact for flight operations
* Coach and develop a culturally diverse team, fostering a collaborative and high-performing environment
* Champion the customer experience, identifying pain points and implementing solutions to create a seamless journey
Essential Skills & Experience:
* Extensive experience with GDS systems, particularly Amadeus, with valid IATA accreditation
* Strong background in ticketing, including issuing, reissuing, refunds, schedule changes, and compliance with airline rules
* Knowledge of BSP processes, fare calculations, ADM/ACM notices, and IATA regulations
* Proven leadership in a contact centre or operational environment, with a track record of meeting or exceeding SLA and CSAT targets
* Analytical and data-driven approach, with excellent problem-solving and decision-making skills
* Ability to manage multiple priorities in a fast-paced environment while inspiring teams to deliver their best