Related skills
customer operations travel stakeholder management crisis management incident management📋 Description
- Own the operational response during incidents, balancing outcomes with customer-first focus.
- Develop and maintain incident playbooks; drive preparedness and continuous improvement.
- Lead cross-functional incident responses with Ops, Communications, Commercial, Legal, and partners.
- Support brand protection and ensure consistent messaging during high-impact events.
- Hybrid role in London (2-3 days per week) with occasional out-of-hours.
🎯 Requirements
- Demonstrable experience handling large-scale customer incidents in travel/hospitality.
- Strong crisis management and real-time decision-making.
- Calm under pressure; manage multiple critical issues.
- Clear, empathetic written and verbal communication.
- Skilled at influencing senior leaders for customer advocacy.
- Data-driven problem solving with evidence.
🎁 Benefits
- Company pension contributions at 5%
- Individualised training budget
- Discounted holidays for you and your family
- 25 days of holidays plus 8 public holidays, increasing with tenure
- Enhanced maternity/paternity leave
- Cycle to work scheme and eye care vouchers
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