Operations/Customer Success Manager (UK) - Maternity Cover

Recruiter
Location
Plymouth, Devon
Salary
Competitive Salary
Posted
03 Nov 2017
Closes
03 Dec 2017
Job function
Commercial
Hours
Full Time
Contract Type
Contract

blue o two ltd is a scuba diving tour operator offering tailor-made active holidays in the Red Sea, Galapagos, Fiji, French Polynesia, Indonesia, Maldives, Mexico, Philippines, Sri Lanka, Sudan, Thailand and Truk Lagoon.

The only UK based tour operator to operate and manage its own Red Sea and Maldives liveaboard fleet, we require an Operations / Customer Success Manager (UK) (Maternity Cover) to work within our friendly team. The Operations / Customer Success Manager will carry out a range of activities inclusive of (but not limited to):

Customer Success / Operations

  • Oversee and continually review all operational procedures which support the customer journey during and post sales
  • Flight purchasing: Book and allocate flights to bookings, submit flight manifests and API details to airlines, agents and other parties where necessary; flight changes and reschedules including rebooking flights as and when necessary for better fares; maximise margins through researching and booking the best fares available; manage and execute ticketing deadlines on time; managing flight allocations
  • Operations manual: Review and refine regularly ensuring relevant sections and updates are rolled out to relevant teams; define and provide a rolling programme of training
  • Customer complaints: manage the complaints procedure so it is efficient and effective; make and recommend outcomes from complaints
  • ATOL: Calculate and submit the company quarterly ATOL returns to the Civil Aviation Authority
  • Work with the Sales Manager to define and review non-negotiables and efficiencies within the sales process
  • Work with the Product development and Marketing departments to arrange and promote specialist, escorted trips
  • Over-see the conduction of booking audits to identify and address potential gaps in Sales team knowledge and Operational procedure

    Management

  • Review the relevant sections of the strategic business plan; create an operational plan which defines how the operations department will support sales and marketing to achieve the company objectives
  • Lead by example, working as a supportive member of the Operations team
  • Work with other middle managers to ensure operational efficiencies and to drive the strategy of the business, monitoring operational procedures for efficiency and effectiveness
  • Support the Sales Manager by taking ownership of tasks and enquiries in their absence  
  • Set targets for your team, ensure they are monitored regularly (and addressed appropriately where team members are under-performing; this may include capability and disciplinary procedures)
  • Manage new Team Member Inductions and identify and provide further training, as necessary
  • Work directly towards targets (both financial and non financial) set by the Directors
  • Represent the business and portray it in a positive light
  • Promote an attitude of success, having a positive influence on all employees
  • Promote the company‚Äôs vision and mission at all times

    Training & Reviewing Performance

  • Provide comprehensive training and support for both the Operations and Sales team as required
  • Ensure the continued development of team Operational knowledge through communicating changes to procedure in a clear and timely manner
  • Be responsible for the recruitment, interviewing and training of future team members
  • Be responsible for the mid-year and annual performance reviews of your team

    Person Specification

    We are looking for a candidate with the following experience and skillset:

  • Excellent spoken and written communication skills
  • The ability to work with excellent levels of accuracy and pay close attention to detail
  • Excellent organisational and planning skills
  • The ability to multitask
  • The ability to delegate and motivate others
  • Drive, motivation and initiative
  • The ability to work under pressure and to deadlines
  • Decision making skills
  • Strong IT skills
  • Previous experience within the Travel/diving Industry
  • A creative approach
  • Self-confidence to sell your ideas to managers, the marketing and sales teams
  • A good attention to detail

Desirable attributes:

  • Be a qualified diver and/or have strong working knowledge of the UK diving industry

KPIs

Will be set annually, via the performance management / appraisal cycle and will be according to KPIs of the business; examples are customer satisfaction, and operational efficiency

To apply, please either email your CV and covering letter by clicking "Apply Now" or post it to Liz Hall at the address below.  For more information on the company and the full job description, please see our website www.blueotwo.com or call us on 01752 480808.

blue o two  6 Sandy Court, Ashleigh Way Langage Business Park Plympton Plymouth  PL7 5JX

 

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