Operations Coordinator Team Leader
vor 1 Monat
Operations Coordinator Team Leader About The Role
As the Operations Coordinator Team Leader for our Australian team, you will report to the Head of Customer Experience. Your main responsibility is to ensure a seamless customer experience from sign-up to trip end. This includes answering customer queries, preparing participants, and solving problems swiftly during their trip.
Reporting lines The Operations Coordinator Team Leader will be line-managed by the Head of Customer Experience and will manage a team of 3 Operations Coordinators.
Key responsibilities The Operations Coordinator Team Leader actively participates in daily tasks and manages the team.
Train, mentor, and coach Operation Coordinators and Ops Centre staff to achieve high-quality work within agreed timeframes. Communicate by phone and email with parents, students, and teachers to address their questions and concerns throughout their entire customer journey. This includes supporting teams during trips by prioritizing, managing, and documenting incidents. Our goal is to provide the best care and support to ensure customers can still enjoy and participate in their trip. Ensure all participant administration (including payments, medical information & passport details) is up to date, accurate, and approved before departure. Through leading by example, empower the team of Operations Coordinators to problem-solve unexpected challenges on trips, within the boundaries of agreed standard operating procedures. Help build operational consistency, efficiency, and effective communication between the UK and Australia. Ensure our rota shift system is fully staffed at all times, including ensuring cover is in place for annual leave and absence of other team members. At times, this will involve being an active member of the rota system. Act as the point of escalation for pre-departure, on-trip, and post-trip issues to resolve issues and ensure we deliver the best possible service. Collaborate with other team members to provide necessary support for participants with complex medical conditions during their involvement. Key skills To be an effective Operations Coordinator Team Leader, an individual should:
Have a proven track record of delivering customer service in a fast-paced office environment. Be an effective, motivating leader of people, able to direct the workload and manage the performance of others where necessary. Be an excellent all-round communicator, via multiple communication platforms. Strong verbal and written skills are required, along with excellent attention to detail. Consider the larger context of a situation and provide balanced direction that serves the business and the customer. Demonstrate the drive and motivation to constantly ask if there is a better way, and to initiate and manage action and/or change if there is. Be able to effectively balance workload and react quickly and efficiently to changing priorities. Have a passion for travel and student development. Be able to commit to a rota shift system when required, for the times of year where teams are on trips. Our Commitment to Equity, Diversity & Inclusion We believe people are happiest and perform best when they can express their authentic selves, and diverse teams deliver better results. We are committed to crafting a diverse, equitable, and inclusive environment where everyone can thrive. We encourage all applicants passionate about this opportunity.
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