Operations and Customer Experience Lead

Operations and Customer Experience LeadWe are recruiting on behalf of a fast-growing travel business that specialises in delivering large-scale international experiences for young adults. With ambitious growth plans and a strong reputation in its niche sector, the company is now looking for an Operations and Customer Experience Manager to join its small, high-performing team.This is a senior, hands-on operational role responsible for ensuring trips and programmes run smoothly from booking through to departure and beyond. You will oversee supplier relationships, participant communications and operational planning, while also playing a key role in managing incidents and ensuring a consistently high standard of customer experience.The role offers the opportunity to work in a dynamic, purpose-driven organisation with the chance to travel and develop your career within operations leadership.Operations and Customer Experience Lead - What will I be doing? Overseeing the operational delivery of group travel programmes from booking through to trip completion Managing relationships with suppliers including airlines, ground partners and operational service providers Ensuring all trips are planned efficiently with strong attention to cost control, logistics and safety Managing pre-departure communications and ensuring participants are fully prepared ahead of travel Handling customer enquiries and escalated issues, ensuring a professional and supportive resolution Monitoring operational ..... full job details .....