Join us as Head of Service Support, where you'll drive the success of our Travel Counsellors, manage outsourced providers, and lead the delivery of exceptional service. You'll play a key role in fostering relationships and championing continuous improvement across the business.

Be part of a team that truly cares!

Why Choose Travel Counsellors?

At Travel Counsellors, we're proud to be part of a supportive, award-winning community, consistently recognised for exceptional service and named in the Sunday Times Best Places to Work for the past two years. If you're looking for a role where you can make a real impact, come join us-one of the most customer-centric companies in the world.

We blend cutting-edge tech adoption with a human touch, ensuring our Travel Counsellors deliver unforgettable experiences for their customers.

About the Role

The purpose of this Head of Service Support role is to deliver a best-in-class service model that consistently exceeds customer expectations.

Reporting to the Customer Operations Director, the Head of Service Support will be accountable for delivering exceptional day-to-day service by fostering a customer-centric, digitally optimised approach that maintains the human touch across our TC Support functions.

This role will emphasise scaling our services with a customer success mindset, leveraging our digital platforms to drive efficiency, reduce non-value-added demand, and increase productivity both from a colleague and customer perspective. This will be achieved with a highly personalised approach that sets us apart in the travel industry.

Key Responsibilities and Accountabilities

Ensuring SLA adherence and proactive service management
Driving performance through robust reporting and coaching
Promoting a quality-driven service model, driving CSat and NPS
Championing innovation and continuous improvement
Enabling business continuity and crisis readiness
Balancing digital scaling with a human touch
Delivering a differentiated service for Travel Counsellors (TCs)
Enhancing colleague engagement and satisfaction

Benefits

A competitive basic salary + annual company bonus
Flexible hybrid working model
Career development and promotional opportunities
25 days holidays (increasing to 28 after 5 years of service)
A Moments That Matter Day (annually)
Enhanced maternity/paternity pay
Holiday buy and sell (up to 5 days per year)
3 paid days charity leave
Company events, socials, and incentives
3x annual salary death in service benefit
Company pension scheme
Costco membership
Salary sacrifice, company car scheme
Cycle to Work Scheme
Employee Assistance Programme
Free breakfast, fruit, and hot/cold beverages
Referral scheme
Employee discount
Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

Essential Skills

Previously worked in a similar role within the travel industry at a senior leadership level, gaining extensive industry knowledge and experience in package travel regulations and travel laws, including ATOL and ABTA regulations.
Strong leadership abilities in managing large teams and departments effectively, with significant experience in managing or working in a contact centre environment through high-stress situations or crises.
Familiarity with handling multi-platform communication (e.g., phone, chat, knowledge base, case management).
Awareness or knowledge of AI tools and technologies in the contact centre space, as well as RPA and other automation strategies, with an emphasis on implementing digital solutions and prioritising digital communication channels in customer journeys.
Ability to use colleague insights, customer patterns, and trends to enhance performance.
Experience in driving engagement and performance management through data analytics and the ability to drive engagement strategies that improve eNPS.

Desirable Skills

Experience with or understanding of GDS platforms, such as Galileo or Sabre.

About Company

At Travel Counsellors, our customers, communities, and colleagues are at the heart of everything we do, and this is what sets us apart. We prioritise relationships over transactions, connecting deeply with our customers through the moments that matter.

For over 30 years, we've been changing lives as the UK's leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 independent agents to build successful leisure and corporate travel businesses.

With the support of a talented team of 400+ people in our support offices, our Travel Counsellors create exceptional experiences and build lasting personal connections, ensuring customers return time and time again.

As we experience exceptional growth with record revenues exceeding £1bn, we're looking for outstanding individuals to join our expanding head office team and help us continue to thrive