Customer Operations Manager

Lympne, England, United Kingdom · Contact Centre


We are Holiday Extras; a Times Top 100 employer that uses innovative technology, a wide choice of products and unbeatable prices to make travel better for our seven million customers. We’re looking for an experienced Customer Operations Manager to join us on the Holiday Extras campus and lead our Contact Centre Team. A great Customer Operations Manager at Holiday Extras is responsible for balancing the needs of the customer with the needs of the business and is accountable for evolving, and ensuring delivery of an industry leading customer experience. They ensure the customer facing operation understands the needs of the customer and delivers this in an agile and flexible way, treating each customer as an individual. They are an advocate of change and lead from the front when looking at ways to improve the contact centre processes and approach to customer facing delivery.

We talk to around 1m Customers a year and our aim is to make each holiday experience a positive and memorable one. We believe in providing outstanding service and we use Customer feedback and data to drive business improvements that result in Holiday Extras delivering its mission.

The Contact Centre is made up of teams that manage inbound and outbound calls, emails and live chat. Some of our consultants work from home and we sell a range of products, including: Airport parking, hotels, lounge passes, Insurance, rail travel and a number of essential extras.

What you'll need to show us:

Essential Experience/Qualifications:

We are looking for the best to join our team. We pride ourselves on being able to offer exciting challenges, whilst providing a fantastic environment in which to work. Along with pension, medical insurance, enhanced parental leave, cycle-to-work schemes, etc we also have birthday days off, ‘Anytime +’ (our flexible working philosophy that says if you are contactable and connected it doesn’t matter where or when you work)

If that sounds like you, we’d like to see …

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