Job Description

Role Purpose:

As Team Manager of the Travel Services team, you will lead a high-performing group of specialists dedicated to delivering personalised and seamless travel experiences for guests. Your role is to inspire, coach, and develop your team to consistently exceed service expectations, while driving operational efficiency and ensuring alignment with the wider Guest Experience strategy. You will act as the key escalation point for complex travel arrangements, support cross-functional collaboration, and champion continuous improvement in service delivery.

Key Responsibilities:

Leadership & Team Development

Lead, coach, and develop a team of Travel Services Executives through regular 1:1s, coaching sessions, and performance reviews. Foster a culture of accountability, empowerment, and guest-centric service. Identify individual and team development needs and implement tailored action plans. Support recruitment, onboarding, and training of new team members.
Operational Oversight

Oversee the day-to-day operations of the Travel Services function, ensuring all guest requests are handled promptly and accurately. Monitor team performance against KPIs including response times, booking accuracy, and guest satisfaction. Conduct regular call listening and side-by-side coaching to ensure service quality and consistency. Manage real-time resourcing across communication channels (e.g. phone, email, live chat).
Guest Experience & Escalation Management

Act as the escalation point for complex or high-priority guest travel requests, ensuring swift and effective resolution. Collaborate with internal departments (e.g. Customer Experience, Product, Operations, Transport) and external suppliers to secure bespoke travel solutions. Ensure the team is equipped with up-to-date knowledge on products, destinations, and supplier processes.
Strategic Contribution

Collate and analyse team and guest data to identify trends, service gaps providing opportunities for improvement. Present daily huddles to align the team on priorities, share insights, and celebrate successes. Support the Head of Guest Experience in leading team adoption of new initiatives, process improvements, and structural changes. Represent the Travel Services team in cross-functional meetings and contribute to broader guest experience strategies.

Knowledge, Skills & Experience:

Essential

Passionate about delivering exceptional guest experiences, consistently going the extra mile and genuinely caring about customer satisfaction. Proven experience in a leadership role within a customer service or travel operations environment. Leads by example with energy and empathy, fostering a culture where every team member feels empowered to make a difference. Demonstrated ability to coach, mentor, and develop individuals and teams, fostering a high-performance culture. Skilled in interpreting data and using insights to drive performance and service improvements. Excellent communication and interpersonal skills, with the ability to influence, motivate, and build strong relationships across teams. Highly organised with the ability to manage competing priorities in a fast-paced dynamic environment. Confident in using Microsoft Office applications and skilled in interpreting data, identifying trends, and presenting findings clearly to support decision-making and continuous improvement.
Desirable

Experience managing remote or hybrid teams. Understanding of travel booking processes, including flights, accommodation, and transfers.
Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company events Company pension Cycle to work scheme Employee discount Free parking Referral programme
Schedule:

8 hour shift Monday to Friday
Ability to commute/relocate:

Burton-On-Trent DE14 1SP: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Burton-On-Trent DE14 1SP