Operations Manager

We’re looking for an experienced Operations Manager to lead, manage and optimise the day-to-day operational performance, with full accountability for sales delivery, operational efficiency, after-sales service and ticketing accuracy within a call-centre based tour operator environment.

The successful candidate will be responsible for driving sales performance, maximising conversion, managing departmental KPIs, and ensuring high standards across the full customer lifecycle — from initial enquiry through to post-sale support and ticketing.

The role also carries responsibility for operational crisis management, incident response and business continuity, ensuring minimal disruption to customers, revenue and brand reputation.

This is a fantastic opportunity to join a leading Tour Operator in a fast paced and extremely varied role and on offer is a competitive salary up to £48,000, plus excellent benefits.

If this role is of interest to you, please apply online.

Role of Operations Manager:

• Oversee the daily operational performance of: Sales, After-Sales / Customer Service, Sales Support, Offline Support, Ticketing & Processing, Administration
• Own and drive overall sales performance across the Sales Department.
• Ensure sales managers actively manage conversion rates, call quality, productivity and revenue per call.
• Ensure after-sales teams deliver a high standard of customer service and issue resolution.
• Oversee ticketing and processing accuracy, timeliness and compliance.
• Conduct monthly performance reviews with Operational Department Managers.
• Drive a performance-led culture with clear accountability and ownership.
• Support training delivery, coaching and ongoing development across teams.
• Produce and analyse weekly and monthly management reports
• Act as the senior operational lead during crises, including supplier failure, flight disruptions, system outages, high-volume customer incidents, regulatory issues or reputational risk

Skills required for the role:

• Travel industry experience – essential
• Strong commercial and sales-driven leadership
• Proven experience managing performance in a call-centre environment
• Excellent decision-making and problem-solving ability, including under pressure
• Strong analytical, reporting and forecasting skills
• Confident communicator at all levels
• Ability to coach, motivate and hold managers accountable
• Strong planning, prioritisation and time management
• High attention to detail and process discipline
• Influential leadership and stakeholder management
• Training, coaching and development capability

If you’re interested in learning more about this Operations manager role, please press the apply online button now!

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