Customer Health & Safety & Operations Manager
Location: Hybrid – Chester or West Sussex
MBM Travel Executives are delighted to be recruiting for a leading tour operator seeking an experienced Customer Health & Safety & Operations Manager.
This is an exciting opportunity for a travel-sector professional, ideally from a tour operator, with strong Health & Safety and operational experience.
The role is approximately 70% Customer Health & Safety and 30% Customer Operations, reporting to the Head of Operations.
The Role:
You will take responsibility for the day-to-day implementation of customer Health & Safety across the Group, working closely with an external H&S advisor and supplier partners.
Key responsibilities include:
- Managing supplier H&S audits, compliance and risk.
- Investigating incidents, near misses and customer H&S complaints.
- Monitoring and reporting key risks and actions to senior leadership.
- Working with Contracting and Product teams to manage supplier compliance.
- Supporting the Group’s Incident Management Plan and out-of-hours process.
- Supporting ABTA engagement, Safer Tourism accreditation and training.
- Helping lead, coach and develop the Customer Operations team.
- Managing operational priorities, customer escalations and supplier issues.
About You:
We are looking for someone with experience within the travel sector, preferably a tour operator, OTA, dynamic packaging, tailor-made travel business
You will ideally have:
- Strong customer Health & Safety experience within travel.
- Good knowledge of tour operator operations, suppliers, DMCs and bed banks.
- Understanding of Package Travel Regulations, ABTA requirements and duty of care.
- Experience managing H&S through third-party advisors, audit systems and suppliers.
- Experience leading an operational or customer-facing team.
- Excellent communication, influencing and problem-solving skills.
- A calm and pragmatic approach under pressure.
A relevant H&S qualification such as IOSH would be highly desirable.
The Opportunity
- Competitive salary and package.
- Contributory pension.
- Travel discounts and employee benefits.
- Genuine career progression
If you are an experienced travel professional with a strong Health & Safety background and are looking for a senior role combining safety, compliance and customer operations, we would love to hear from you.
Apply now or contact MBM Travel Executives for a confidential discussion.
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