Job Description

Ref: HF 23185 Location: Penrith, Cumbria. Hybrid working available with a minimum of two days per week in the office. Contract: Permanent - 37.5 per week Salary: \xc2\xa330,000 - \xc2\xa334,000 per year Reporting to: Senior Operations Manager Job Brief: We have an exciting opportunity in our friendly and professional team. The role of Tour Leader Operations Manager is pivotal to the success of our guided holidays in the UK and Overseas. Our volunteers lead walking holidays throughout the UK and overseas and are at the heart of everything we do. Working closely with our Product Managers, the Leader Operations Team is responsible for matching leaders to appointments and ensuring our 650 volunteer Walk Leaders and Tour Managers, and our 150 contracted Special Interest Leaders are supported, empowered and have the essential materials and skills to carry out their roles effectively, so that ultimately they have a great experience throughout their time with HF Holidays. This role manages our small team of Leader Co-ordinators and a Leader Operations Administrator and so would suit someone with people management experience. Confident, passionate and dedicated, you should possess excellent interpersonal skills and be known for your ability to communicate with a wide range of audiences with ease. The role:

• Day to day management, motivation and mentoring of the Leader Operations Team.
• Ensure we provide the right number and combination of Volunteer Walk Leaders, Volunteer Tour Managers and Contracted Special Interest Leaders with the right skills for our UK, Europe and Worldwide holidays, continuing to provide our guests with an exceptional experience.
• To ensure compliance with all legal requirements with regards to health and safety, contract and appropriate outdoor qualifications of all leaders.
• Initially responding to and dealing with guest complaints which relate to the performance of Walk Leaders, Tour Managers or Special Interest Leaders. Complex cases or situations are progressed to our People Team for further advice and guidance.
• Maintain the high morale, commitment, enthusiasm and trust of our Walk Leaders, Tour Managers and Special Interest Leaders across the company.
• Embed good practice in volunteer coordination. Ensure guidelines, procedures, record keeping, and feed
• / evaluation systems are followed and maintained.
• Ensure that the Walk Leaders, Tour Managers and Special Interest Leaders receive the appropriate level of guidance and support.
• Provide data and written reports for internal and external reporting as required.
• Participation at leader conferences as when required.

Essential requirements:

• Experience of managing, mentoring or supervising a team.
• Evidence of strong leadership, including coaching and communication skills.
• Evidence of understanding the differences between managing staff and managing volunteers, and how their motivation for doing the role may be different.
• Excellent people and influencing skills enabling strong relationships and networks to be built and maintained, externally and internally.
• Strong organisation skills, including proven management of a demanding workload, identifying priorities and working to deadlines.
• Have confident planning, presentation and communication skills.
• Flexibility to travel as required.

Not essential, but would be great if you had any of the following:

• Experience of being a volunteer.
• A relevant qualification in volunteer management.
• An interest in walking, the outdoors and travel.
• Working knowledge of volunteering best practice management, development and policy.
• Experience of innovating, leading and developing volunteering opportunities.
• Knowledge and an understanding of current volunteering trends and issues.

Company Benefits:

• Pension contributions with Aviva
• Comprehensive medical benefits package with MediCash
• Annual familiarization visit at any of our country houses for you and your family (after 3 months)
• Free on-site car parking
• 28 days holiday inclusive of bank holidays, rising to 33 days after two years (pro rata for part time contract)
• One paid day each year to volunteer at a charity of your choice
• Exclusive discounts at several outdoor equipment stores
• Exclusive discounts on our holidays throughout the world for you, your friends & family (Subject to availability)
• Hybrid working with flexibility. All relevant office equipment provided
• Free professional training and development courses
• Cycle to work scheme

About us: An award-winning British heritage brand, HF Holidays has been leading the way for walking and special interest holidays since 1913. We offer over 260 thoughtfully-curated guided and self-guided tours and holidays in six continents, covering nearly 40 destinations in Europe and the rest of the world. We are run as a co-operative with a strong focus on community and a shared love of the great outdoors. Friendship, fun, fresh air, and the feelgood factor is always at the heart of what we do. Our 500-strong team are based at our two offices in Cumbria and Hertfordshire and across our 16 country houses located a skip away from some of the UK\xe2\x80\x99s best-loved national parks and Areas of Outstanding Natural Beauty. Interested: To find out more about this fantastic opportunity please refer to our website to find out more about us. Alternatively, if you wish to apply please forward your CV and covering email/letter to recruitment@hfholidays.co.uk - we\xe2\x80\x99d love to hear from you!









Location
Penrith
Penrith


Field
Product
Management


Time
Full Time


Date
01 December 2023


Start Date
01 December 2023







Company name
HF Holidays


Description
Here at HF Holidays, we have over 100 years\xe2\x80\x99 experience organising outdoor holidays. We specialise in offering a fantastic range of Walking and Leisure Activities holidays and every year over 60,000 guests choose to travel with us to over 70 destinations all over the world. We currently employ a team of over 500, who work in our two main offices in Elstree and Penrith and across our 17 country houses around the UK, all in National Parks or Areas of Outstanding Natural Beauty. HF Holidays is a co-operative society owned by its 40,000 members worldwide. Our Mission is to provide shared holiday experiences, which inspire friendship, fun, and an active enjoyment of the great outdoors. We aim to achieve our Mission by applying the following values Trusted, Collaborative, Exceptional Experiences, Ownership, Inspiring, Passionate and Fun