Operations & Customer Experience Manager | London – Hybrid | Salary circa £40,000
Gecko Travel Recruitment are working with an adventure travel business who arrange challenges for university students across the UK and Ireland. They are looking for an Operations & Customer Experience Manager to join their team.
The Role:
As Operations & Customer Experience Manager, you will oversee group-travel operations and the full participant journey, from registration and fundraising preparation through to safe trip delivery and post-trip follow-up. The role also involves managing suppliers, budgets and operational systems, resolving customer issues, improving the participant experience and line managing an Operations & Customer Experience Coordinator.
You Will Have:
- Proven customer service experience, with the ability to manage enquiries, resolve complaints and deliver an excellent customer experience
- Experience independently managing group-travel operations, including airline group bookings, overseas ground suppliers and trip preparation
- Strong communication and relationship‑building skills, with a proactive approach to participant engagement and support
- Experience managing budgets, forecasting, spreadsheets and operational reporting
- Strong organisational skills, attention to detail and the ability to manage competing priorities
- Experience troubleshooting operational issues, improving processes and working with booking or participant management systems
- Experience supervising or line managing a colleague or small team
- A calm, solution‑focused approach, with experience handling customer escalations and ideally overseas travel incidents
- Experience in student travel, adventure travel, fundraising challenges or working with charity partners would be advantageous
Additional Info:
- Salary Circa £40,000 depending on experience
- Hybrid working: two days in the Central London office and three days from home (flexible)
- Generous annual leave entitlement plus additional long-service days
- Opportunities to travel on company trips
- External training budget and team away days
- On‑call rota during active trips, with an allowance paid when on rota
- Clear progression opportunities
- ASAP start
Due to the high number of applications we receive, we’re unable to respond to everyone. If you don’t hear from us within 7 days, thank you for applying and please keep an eye on our website for future opportunities.
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