Operations and Service Delivery Manager
As someone with extensive relevant experience in customer service delivery and overseas tour operations, this exciting new role with our company will be based on organising all aspects of our overseas operations and delivering our services throughout the Nordic region with responsibilities and tasks varying throughout the annual cycle of the business. This position is a fantastic opportunity for the relevant candidate looking to develop and move to a permanent UK role after time in an overseas environment.
Based at our Warwick ofices, you will manage a review of and implementation of our customer service strategy and will be responsible for managing the delivery of exceptional levels of pre-travel, live operational and post-travel customer service. Resolving complaints, the collation of feedback and developing action plans to further drive the highest standards of service delivery will be an on-going motivator.
As an excellent organiser and working within budget, you will plan and manage our overseas operations, including but not limited to recruitment of high season staff, transfers, accommodation, ski services and activities. The successful candidate will be required to travel for approximately 2-3 months during the year, predominantly during the winter, to be customer facing and to lead our resort teams during busy operational periods. Experience of operating or managing catered chalets would be ideal.
The role is ideally suited to a self-motivated problem solver who is highly organised and flexible. You will be an excellent communicator with members of our team, suppliers from numerous countries and our clients. Experience of Scandinavia, winter sports, the management of teams, including inspiring and developing team members, as well as previous experience of a busy and time critical working environment would be an advantage.
A good level of computer literacy is required, particularly for Word/Excel. Training will be provided on our in-house systems and procedures.
• Review and implementation of our customer service strategy
• Collation and management of client feedback
• Development of action plans to continually drive for the highest possible service levels
• Investigation and resolution of complaints
• Development and ongoing management of supplier relations
• Planning and organisation of all aspects of our overseas operations
• Management of in-resort staff
• Inspiration and development of team members
• Operational budget responsibility
• Excellent communicator
• Proven track record of outstanding customer service
• Creative problem solver
• Prioritisation and time management
• Project management and planning skills
We offer: Salary is negotiable and dependent upon experience.
Start date: flexible.
Recruitment Process: In the first instance please send your CV with covering letter detailing why you feel you are suitable for the position.
Please note that candidates must be eligible to work within the EU, have a National Insurance number and UK bank account.
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