Operations Manager - Complaints (Maternity Cover)

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, 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

• 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.
  

Specialised Case Management & Advocacy

• High-Stakes Resolution: Manage sensitive and specialised cases—including accessibility, medical, and personal injury queries—with precision and empathy.

• Customer Advocacy: Act as the primary voice of the customer, identifying systemic friction points and championing customer-centric practices across the organisation.
  

Cross-Functional Leadership

• 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.

Your skillset:

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.
  

Leadership & Relationship Management

• Strategic Leadership: Strong ability to take end-to-end ownership of problems and achieve results by leading through others.

• Stakeholder Engagement: Skilled at building influential relationships across all organisational levels and delivering high-impact presentations.

• Cross-Cultural Competence: Highly effective in multicultural environments, with specific experience bridging operations between UK and South Africa teams.
  

Customer Centricity & Versatility

• 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.

Desirable (optional):

• Process Optimisation: Extensive experience in identifying operational inefficiencies and implementing streamlined workflows to improve productivity and reduce costs.

Perks of joining us:

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

• Discounted holidays for you, your family and friends

• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum

• Enhanced maternity/paternity leave

• Cycle to work scheme, season ticket loan and eye care vouchers

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.

The interview journey:

1. Screening interview with Talent Acquisition team - 30 mins

2. Interview with Hiring Manager + People Stakeholder - 60 mins

3. Final interview with Hiring Manager + Head of Department - 45 mins