Job ID:
67093
Summary
Head of Tour Management
Role Overview:
The role is responsible for the leadership, development and operational management of the Tour Manager team. This role ensures that our self-employed Tour Manager community receives the necessary support, engagement and resources to deliver an outstanding customer experience.
Key Responsibilities:
- Lead, manage and develop the team that provides direct support to the Tour Manager community, ensuring efficiency and high service standards in line with Service Level Agreements.
- Manage performance in line with SLAs while ensuring the team provides a high-quality service and support to Tour Managers.
- Build effective, professional and supportive relationships with all Tour Managers, managing their journey from recruitment through to exit.
- Identify opportunities for improvements and take ownership of driving projects that will facilitate enhanced customer experiences through our Tour Managers.
- Work with key teams to improve Tour Manager quality through attending quality meetings and owning, identifying and driving actions to support Tour Manager quality improvement.
- Collaborate with internal teams and Tour Managers to develop the necessary tools, resources and support to upskill Tour Managers, drive performance improvement and enhance customer experience.
- Ensure Tour Managers receive regular feedback to support performance in their role by leveraging AI and technology. Handle difficult feedback conversations and work with Tour Managers to understand situations and elevate their performance, including handling termination of engagement when necessary.
- Take overall ownership of the day to day management of our Tour Manager Portal and document library, working in collaboration with teams across the business to ensure content is relevant, accessible and that supports Tour Managers in their role and enhances customer experience.
- Own and manage the St Pancras departure office to ensure it is effectively resourced to support Tour Managers and customers, including rota management and management and leadership of the team.
- Ensure the business retains effective and positive engagement with the Tour Manager community through facilitating annual conferences, regular webinars and communication forums to foster collaboration and information sharing.
- Oversee the recruitment of high-quality Tour Managers through a fair and effective recruitment process, ensuring all applicants receive a consistent and high-quality experience.
- Ensure thorough induction of new Tour Managers so they are fully onboarded and set up for success from the outset, including co-facilitating new starter introductory workshops.
- Collaborate and facilitate team collaboration with other key teams, such as Operational Delivery, to deliver a great experience for our Tour Manager community.
- Ensure all Tour Manager insurance claims are submitted in line with policy and handled effectively and efficiently, with regular communication and support for affected Tour Managers.
Key Skills and Experience:
- Strong leadership, coaching and people management skills.
- A Customer First approach and ability to instil this in others.
- Strong communication and interpersonal skills, with the ability to quickly build relationships with diverse stakeholders.
- Commercial awareness and the ability to drive operational efficiencies.
- Comfortable delivering feedback and handling challenging conversations.
- Proven experience of driving projects to improve service delivery.
- Desire to be hands-on alongside managing and leading the team.
- Proficiency in using technology and digital tools to enhance operational effectiveness.
- Experience in an administration, HR, tour operations or a related leadership role.
- Experience within the travel industry is desirable but not essential.