Overview
Changing lives through travel
At G Touring we’re passionate about travel and we love exploring the world with our customers, while we explore it together our goal is to try and help the places we go to and the people that live there. G Touring operates two market-leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world with its customers for nearly 60 years whilst Just You is one of the original dedicated solo operators. G Touring is built on the mission of “Changing People’s Lives Through Travel”.
Leading the way in guided touring holidays, Travelsphere takes its customers all over the world and is centred around the customers’ shared experiences. Just You’s collection of worldwide guided touring holidays has been designed exclusively for solo travellers. From short breaks to epic journeys, customers travelling with Just You discover fascinating cities, spectacular scenery, and fabulous sightseeing in the company of other solo travellers.
G Touring is the touring division of Bruce Poon Tip’s group of companies; he also owns G Adventures and Tru Travels. As a group we believe travel can have a positive impact and be a force for good in the communities we visit. We operate Travelsphere Cares, and Just You Cares in partnership with Planeterra, the world’s leading non-governmental organisation turning travel into impact in communities around the globe.
Role
Operations Planning Manager - 12 Month FTC
Purpose of the role: In this role, you will be reporting to the Head of Operations, with core responsibility to plan, recruit, train, assign and performance manage our team of contracted Holiday Directors, delivering the wider GT Holiday Director strategy whilst ensuring continuous improvement in the forward planning of our global operation to support business growth and consistently deliver an exceptional customer experience.
Location: This role is based in our office in Market Harborough.
Working Hours: Full-time 12-month fixed-term contract working 37.5 hours per week 09:00 am-17:15 pm Monday to Friday with 45 minute lunch break to cover a team member on Family Leave.
Responsibilities
* Continuously monitor and report the quality of Holiday Director performance and Customer feedback, taking the necessary action as supported by the Operations Team, and communicating with the wider team to maximise the customer experience on all products
* Assign Holiday Directors to all global tour departures - ensuring the best Holiday Directors are allocated the most appropriate Holidays based on their experience/skills/performance reviewing where required.
* Contract and monitor the administration of Holiday Director assignments.
* Be responsible for the resource planning and recruitment of Holiday Directors, taking into account performance, geographical and seasonal requirements, whilst ensuring we are planning and prepared in advance.
* Work with the Head of Operations, putting together the training plan, modules and content for HDs, working with wider teams and GTC to leverage technology and best practice for continuous improvement.
* Coordinate the onboarding and training process for Holiday Directors, including delivery of training where required.
* Attend recruitment events for Holiday Directors where required.
* Be responsible for the administration and communication of Holiday Director bonus payments.
* Plan and execute the agreed Holiday Director engagement plan on time and budget, coordinating with the wider business - including events, branded items and communications.
* Resolve day-to-day operational and administrative queries from Holiday Directors.
* As part of the Operations team, assisting in resolving any customer issues and incidents as they arise on tour, working cross-functionally to resolve and achieve the best possible customer and company outcome. This includes being part of the ‘out of Hours’ Emergency phone operations rota, supporting customers, HDs and suppliers.
To be successful in this role you will
* Always put the customer at the heart of everything you do.
* Be solution-driven, with a “can-do” positive attitude.
* Have proven leadership skills within an Operations/Travel/Logistics role - you will be scheduling and performance managing a large group of Holiday Directors working across the world.
* Field Operations experience in the Travel industry is desirable.
* Be a positive communicator, able to build effective relationships with our global team, Holiday Directors and suppliers.
* Be forward-thinking with the ability to recommend and help drive change.
* Excel in pressurised fast fast-paced environments, be able to prioritise workload.
* Take ownership of your actions.
* Have good attention to detail.
* Have strong system capability
* Be planned and organised, to deliver on time and to plan.
* Be yourself and bring the best version of yourself to work every day.
Why work with us?
* Be part of something greater than yourself.
* We’re all about “you” being the best you can be and we want you to be yourself too.
* You’ll have access to Vocational Learning Support
* Every year the opportunity of a “Learning Journey” to learn about our holidays and to meet our customers
* Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey.
* Freedom to accelerate/drive change
* A genuine ‘one team’ approach where everyone counts and everyone is welcome at G Touring.
We offer you
* A competitive salary
* Generous holiday allowance - 25 days plus Public Holidays. You can also purchase additional leave up to 1 of your working week.
* We think it’s important that there is always some time for you. So, every year you will get your birthday as an extra day of paid leave.
* Supporting the local community is an important part of our ethos, so we offer you the opportunity to spend one of your normal working days supporting a ‘registered charity’
* If you are a care supporter for someone with a long-term illness, we will support you with up to 6 working days per annum (pro rata for part-time team members) in any rolling 12-month period.
* ‘Cycle to Work Scheme’.
* Employee Assistance Programme - 24/7 GP consultation via phone or video plus support services for your health and wellbeing to include support with your mental health, finances, fitness, dietary requirements and life event support.
* Medicash to support your health and wellbeing.
* Life Assurance - 4 times your salary for death in service for your nominated beneficiaries.
* Holiday discounts for yourself, friends and family
* Travel industry benefits
* Opportunity of flexible working.
* Hybrid working - 2 days or 50% of your hours if you are part-time to work from home for non-customer facing roles.
If you think this sounds like the right business for you then please click “Apply” now as we wouldn’t want you to miss the opportunity to become part of our team and to experience our unique culture.
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