Job Description

Your Golf Travel Ltd. is the world's leading golf travel company. We're passionate about delivering unforgettable golf experiences and pride ourselves on our customer-centric approach and expert service.


We're looking for a Customer Operations Team Manager to lead, inspire, and develop a team of talented Customer Service and Operations Executives in our busy contact centre. This is a newly created role with the opportunity to make a real impact on our customer experience and operational excellence.

What you'll be doing:

Lead, coach, and develop your team of Customer Service & Operations Executives to achieve their objectives and hit both individual and team KPIs Support a multi-channel contact centre, managing workloads, priorities, and delivery to meet our customer SLAs Champion a culture of customer-centricity, quality, and continuous improvement Work with the wider team to automate our QA processes and use these to enhance performance and service quality Handle escalations and resolve complex or sensitive customer cases with professionalism and care Identify training needs and support development through 1:1s, coaching, and performance reviews Collaborate with Sales, Product, and other Operations teams to ensure smooth, end-to-end customer journeys Analyse data and report on team performance, trends, and insights to inform decision-making Contribute to process improvements, operational efficiencies, and workload allocation strategies to hit speed-of-response targets Support workforce planning, resource allocation, and scheduling with the Resource Planning Team Drive engagement through clear communication, feedback, and recognition initiatives Act as a brand ambassador -- inside and outside the business -- ensuring a consistent, customer-aligned voice across all touchpoints

What we're looking for:

Proven team management experience (contact centre or customer service environment) A passion for delivering stand-out customer service Sharp problem-solving skills and a knack for coaching others to success Strong communicator who can inspire and influence A balance of big-picture thinking and day-to-day operational focus
If you're ready to lead with energy, create a great place to work, and take customer service to the next level, we'd love to hear from you.

Why join us?

This is a fantastic opportunity to step into a leadership role where you'll have the autonomy to shape your team's success and the customer journey. You'll be joining a supportive, forward-thinking company where great ideas are encouraged, and your contributions will be recognised.

Requirements

Proven experience in customer experience, complaints handling, or brand reputation management. Strong analytical skills with the ability to interpret customer data and translate insights into actionable improvements. Solid understanding of Net Promoter Score (NPS) methodologies and social media monitoring tools. Experience managing and developing high-performing teams. Excellent communication skills with the ability to influence and engage stakeholders at all levels. Proactive and solutions-focused, with a passion for resolving issues at the root cause and driving continuous improvement.

Benefits

Why Join Us?

Annual Leave - 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year. ?? Amazing Travel Perks - Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels. Recognition & Rewards - Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans. ? Exclusive Brand Discounts - Save on top golf and sports brands, including Taylormade, Under Armour, and Ping. Health & Wellbeing - Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme. Sustainable Travel Benefits - Access our Electric Car scheme with Octopus EV and make your commute greener. Growth & Development - Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.
Ready to help us deliver world-class golf travel experiences?

Apply now and go the extra yard with us.