Operations Manager - Complaints (Maternity Cover)
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (56.0%).
Occupation Type
Customer service managers
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
Why loveholidays?
At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
The Impact You’ll Have
Working as part of the Customer Operations team and reporting to the Senior Operations Manager, you'll lead our complaints resolution function. You'll work hand-in-hand with outsourced partners & internal teams across the UK & South Africa, requiring cross-cultural leadership skills.
You'll be customer obsessed
At loveholidays - we trailblaze together. We’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.
Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays.
You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together.
The Impact You’ll Have
Working as part of the Customer Operations team and reporting to the Senior Operations Manager, you'll lead our complaints resolution function. You'll work hand-in-hand with outsourced partners & internal teams across the UK & South Africa, requiring cross-cultural leadership skills.
You'll be customer obsessed
, removing friction points whilst building excellent stakeholder relationships with Customer Strategy, Supply, Commercial, Legal, PR, Brand, Tech and Holiday Product teams to close the feedback loop - ensuring systemic issues are resolved permanently.
Hybrid role, Hammersmith, London (2 days/week in office)** with occasional overseas travel to South Africa.
Additional Info: This role is a 12 month maternity cover
Your Day-to-day
Strategic Operations & Governance Operational Excellence
Hybrid role, Hammersmith, London (2 days/week in office)** with occasional overseas travel to South Africa.
Additional Info: This role is a 12 month maternity cover
Your Day-to-day
Strategic Operations & Governance Operational Excellence
- Performance Leadership: Lead internal and Executive complaints teams to consistently exceed key performance indicators, specifically CSAT and SLAs.
- Outsourced Partnership Management: Own end-to-end performance for outsourced partners; establish robust governance and shared objectives through rigorous Monthly Business Reviews (MBRs).
- Data-Driven Strategy: Utilise advanced insights for root cause analysis to inform decision-making and empower team autonomy.
- High-Stakes Resolution: Manage sensitive and specialised cases—including accessibility, medical, and personal injury queries—with precision and empathy.
- Systemic Problem Solving: Drive collaboration with Finance, Legal, PR, Brand, Tech, and Holiday Product teams to resolve complex, multi-layered issues.
- Inclusive Culture: Lead culturally diverse teams by providing strategic guidance and fostering a high-performance, inclusive environment.
Operational Excellence
- Contact Centre Management: Extensive experience overseeing both Front and Back Office operations, with specific expertise in managing offshore providers.
- Performance Delivery: A proven track record of driving high-output teams to consistently meet and exceed service targets.
- Data-Driven Decision Making: Expert at leveraging market research, financial awareness, and evidence-based insights to guide strategy.
- Strategic Leadership: Strong ability to take end-to-end ownership of problems and achieve results by leading through others.
- Customer Advocacy: A quality-focused approach driven by empathy and a passion for converting complex complaints into long-term brand loyalty.
- Global Travel: Flexible and available for international travel (typically 3–4 times per year) to support global operations.
- Process Optimisation: Extensive experience in identifying operational inefficiencies and implementing streamlined workflows to improve productivity and reduce costs.
Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:
- Company pension contributions at 5%
- Individualised training budget for you to learn on the job and level yourself up
The Interview Journey
- Screening interview with Talent Acquisition team - 30 mins
- Interview with Hiring Manager + People Stakeholder - 60 mins
- Final interview with Hiring Manager + Head of Department - 45 mins