This is a hybrid-remote role. Applicants must be within commuting distance to Burton-on-Trent to attend the office Monday to Wednesday.
Here at Solmar Villas, we specialise in dreamy handpicked villa holidays and customer service excellence is at the heart of what we do. With over 40 awards under our belt, we're growing our team again and we're now looking for a customer focused, results-driven Operations Manager for our Overseas team.
Reporting to the Operations Director, you will lead the Overseas Operation, spanning 6 countries and over 30 destinations, driving a best-in-class customer experience in all resorts. You will be responsible for leading, coaching and developing the Overseas Team.
You will provide your team with all the equipment, tools and skills they require to ensure exceptional service is delivered to our customers from the moment they reach their destination and throughout their holiday. As the face of the Overseas Operations team across all internal departments, you will foster positive collaborative relationships, championing our brand, and bringing the Solmar way of life into everything you do.
There is a need for you to be present for the entire overseas team and with this, a degree of overseas travel will be required at key times of the year.
This is a hybrid role; based at our head office in Burton-on-Trent from Monday - Wednesday, and home-based for all other days worked. To support the effective leadership and management of the team, some out of hours and weekend working on a rota basis will be required.
and guidance to the wider Overseas Operations Team, optimising their own and their team’s performance.
· Conducting performance reviews, regular 121s and appraisals.
· Providing coaching, training and guidance for all team members, including direct reports and overseas staff.
· Identifying gaps in knowledge and training opportunities and supporting the wellbeing of the team.
· Ensuring effective Resource Planning and operational cover in line with seasonal activity and business peaks.
· boundaries of Solmar policies.
working with colleagues across the business.
· Developing and delivering a customer first approach by analysing data and commercial activity to ensure all
With HR support, lead the overseas recruitment strategy and support this process.
· Supporting Regional Managers in enhancing the quality of the product through appropriate investment and
customer escalation processes and out of hours senior on-call escalation rota, including occasional weekends.
· Representing and leading the Overseas team in the event of any crisis management activity, ensuring the
Working with the Safety & Risk team to ensure all H&S process and standards are of the utmost priority across
Systems, Reporting & Analysis
· Determining appropriate KPI’s to motivate, manage and measure the performance of both Regional & Villa
and themes are used to implement short term change and long-term development of the guest experience.
· Providing management information, analysis and reports as part of internal working groups to evolve the
Guiding Regional Managers in the prioritisation of available finance to enhance quality in villa inventory.
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5+ years’ experience of operations in a customer experience focussed business at middle management level.
· Previous experience within a similar role within travel required
· influence at all levels across language and cultural barriers.
· Experience of leading a diverse workforce with a mix of remote and hybrid working environments.
· Creative flair, with an ability to think innovatively and reach appropriate solutions to challenging problems.
· the business trading patterns.
· A generous holiday allowance
Additional holiday purchase
Discounts on villa holidays
Company pension
Sick pay
Access to an EV car purchase scheme
Cycle to work scheme
If you feel you have what it takes to take our Overseas operation to the next level we'd love to hear from you!