Job Description

Operations Manager - Maternity Cover (Role to start August/September 2025)

About Luggage Transfers:

Luggage Transfers is the largest same-day courier service for walkers and cyclists across the South of England. Since 2009, we've grown from a small operation in Cornwall to covering routes across Somerset, Devon, Cornwall, Dorset, Hampshire, East & West Sussex. Our services run from March to October each year, but this vital Operations Manager role is an exciting, year-round opportunity.

The Opportunity:

With our current Operations Manager going on maternity leave, we're seeking a highly organised and customer-focused individual to step into this critical role for 13 months. You'll be at the heart of our operations, ensuring the smooth, efficient, and reliable delivery of luggage for thousands of walkers and cyclists. This is a chance to make a real impact, maintaining our high standards of service and contributing to the success of a growing, dynamic business.

Key Responsibilities:

As our Operations Manager, you will be responsible for the day-to-day management of our busy luggage courier service. Your main duties will include:

Client & Tour Operator Communication:

Acting as a primary point of contact for independent clients and over 30 international tour operators via email and phone. This includes handling general enquiries, offering advice, and making tailored suggestions.

Booking Management:

Accurately inputting enquiries and bookings into our bespoke luggage booking management system.

Payment Processing:

Efficiently taking payments over the phone.

Logistics & Route Planning:

Strategically allocating transfers to individual drivers and meticulously planning daily routes to ensure timely and efficient service.

Taxi Bookings:

Arranging advance taxi journeys for our tour operator clients and accurately inputting these into our bespoke taxi booking management system.

Database Management:

Regularly adding and updating our essential accommodation database.

Complaint Resolution:

Skillfully managing and resolving client complaints with a focus on customer satisfaction.

Additional Responsibilities:

Beyond the core operational tasks, you'll also contribute to the overall success of the business by:

Staff Scheduling:

Managing office and driver working patterns to ensure optimal coverage.

Recruitment & Training Support:

Assisting with the recruitment and training of our valuable seasonal staff.

Website Maintenance:

Helping with the updating and maintenance of our company website.

Resource Management:

Ensuring all drivers are equipped with the necessary supplies for their roles.

Working Hours & Location:

This role is based in our

Helston office

, primarily working

Monday to Friday, 08:30-16:30

. There will be an occasional requirement to work until 19:15 or over the weekend to provide cover for sickness and annual leave, demonstrating your flexibility and commitment.

What We're Looking For:

We're searching for a proactive and detail-oriented individual who thrives in a fast-paced environment.

Essential Skills & Experience:

Customer Service Excellence:

Proven customer service experience, ideally within the logistics or tourism industry, with a genuine passion for helping people.

Computer Proficiency:

A high level of computer literacy, comfortable with bespoke systems and general office software.

Exceptional Communication:

An excellent phone manner and strong written communication skills.

Organisational Acumen:

The ability to effectively prioritise diverse workloads, manage multiple tasks simultaneously, and perform well under pressure.

Problem-Solving Skills:

A resourceful approach to identifying and resolving issues efficiently.

Desirable Skills & Experience:

Regional Knowledge:

Familiarity with the South West Coast Path and South Downs Way would be a significant advantage.

Team Leadership:

Experience in supporting or managing a small team.

Why Join Luggage Transfers?

Join a friendly and dedicated team committed to providing an essential service to outdoor enthusiasts. This is an exciting opportunity to play a pivotal role in a growing business during a period of maternity cover, offering you valuable experience and the chance to contribute significantly to our continued success.

Next Steps:

If you are a highly organised individual with a passion for customer service and logistics, and you're ready to take on this exciting challenge, we'd love to hear from you! We're flexible with the exact start date of the role, but would prefer to have someone start August/September to shadow the current Operations Manager prior to her maternity leave.

Job Type: Fixed term contract
Contract length: 13 months

Pay: From 13.75 per hour

Expected hours: 40 per week

Benefits:

Free parking On-site parking
Schedule:

10 hour shift 8 hour shift Day shift Monday to Friday Weekend availability
Work Location: In person

Application deadline: 08/08/2025