Customer Operations Team Manager

Your Golf Travel Ltd. is the world's leading golf travel company. We're passionate about delivering unforgettable golf experiences and pride ourselves on our customer-centric approach and expert service.

We're looking for a Customer Operations Team Manager to lead, inspire, and develop a team of talented Customer Service and Operations Executives in our busy contact centre. This is a newly created role with the opportunity to make a real impact on our customer experience and operational excellence.

What you'll be doing:

• Lead, coach, and develop your team of Customer Service & Operations Executives to achieve their objectives and hit both individual and team KPIs
• Support a multi-channel contact centre, managing workloads, priorities, and delivery to meet our customer SLAs
• Champion a culture of customer-centricity, quality, and continuous improvement
• Work with the wider team to automate our QA processes and use these to enhance performance and service quality
• Handle escalations and resolve complex or sensitive customer cases with professionalism and care
• Identify training needs and support development through 1:1s, coaching, and performance reviews
• Collaborate with Sales, Product, and other Operations teams to ensure smooth, end-to-end customer journeys
• Analyse data and report on team performance, trends, and insights to inform decision-making
• Contribute to process improvements, operational efficiencies, and workload allocation strategies to hit speed-of-response targets
• Support workforce planning, resource allocation, and scheduling with the Resource Planning Team
• Drive engagement through clear communication, feedback, and recognition initiatives
• Act as a brand ambassador - inside and outside the business - ensuring a consistent, customer-aligned voice across all touchpoints

What we're looking for:

• Proven team management experience (contact centre or customer service environment)
• A passion for delivering stand-out customer service
• Sharp problem-solving skills and a knack for coaching others to success
• Strong communicator who can inspire and influence
• A balance of big-picture thinking and day-to-day operational focus

If you're ready to lead with energy, create a great place to work, and take customer service to the next level, we'd love to hear from you.

Why join us?
This is a fantastic opportunity to step into a leadership role where you'll have the autonomy to shape your team's success and the customer journey. You'll be joining a supportive, forward-thinking company where great ideas are encouraged, and your contributions will be recognised.

• Proven experience in customer experience, complaints handling, or brand reputation management.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable improvements.
• Solid understanding of Net Promoter Score (NPS) methodologies and social media monitoring tools.
• Experience managing and developing high-performing teams.
• Excellent communication skills with the ability to influence and engage stakeholders at all levels.
• Proactive and solutions-focused, with a passion for resolving issues at the root cause and driving continuous improvement.

• Annual Leave - 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year.
• ️ Amazing Travel Perks - Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels.
• Recognition & Rewards - Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans.
• ️ Exclusive Brand Discounts - Save on top golf and sports brands, including Taylormade, Under Armour, and Ping.
• Health & Wellbeing - Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme.
• Sustainable Travel Benefits - Access our Electric Car scheme with Octopus EV and make your commute greener.
• Growth & Development - Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.

Ready to help us deliver world-class golf travel experiences?
Apply now and go the extra yard with us.