Operations Manager
About Luggage Transfers:
Luggage Transfers is the largest same-day courier service for walkers and cyclists across the South of England. Since 2009, we've grown from a small operation in Cornwall to covering routes across Somerset, Devon, Cornwall, Dorset, Hampshire, East & West Sussex. Our services run from March to October each year, but this vital Operations Manager role is an exciting, year-round opportunity.
The Opportunity:
We're seeking a highly organised and customer-focused individual to step into this critical role . You'll be at the heart of our operations, ensuring the smooth, efficient, and reliable delivery of luggage for thousands of walkers and cyclists. This is a chance to make a real impact, maintaining our high standards of service and contributing to the success of a growing, dynamic business.
Key Responsibilities:
As our Operations Manager, you will be responsible for the day-to-day management of our busy luggage courier service. Your main duties will include:
- Team Leadership : Recruit, retain, train and coach team members to include, training, coaching, 1 to 1's, performance reviews and disciplinary procedures
- Daily management : Oversee the day to day activities of our admin and driving teams and working closey with our Stretch Managers and self emplyoeed driver to manage the wider area.
- Client & Tour Operator Communication: Acting as a primary point of contact for independent clients and over 30 international tour operators via email and phone. This includes handling general enquiries, offering advice, and making tailored suggestions.
- Health & Safety : Fleet compliance and maintenance. Driver compliance. Health, Safety and Fire compliance, audits and annual checks or the fleet and office building.
- Booking Management: Accurately inputting enquiries and bookings into our bespoke luggage booking management system.
- Logistics & Route Planning: Strategically allocating transfers to individual drivers and meticulously planning daily routes to ensure timely and efficient service.
- Database Management: Regularly adding and updating our essential accommodation database.
- Complaint Resolution: Skillfully managing and resolving client complaints with a focus on customer satisfaction.
Working Hours & Seasonal Pattern
This is a full-time, salaried management position based at our Helston office. While the role is contracted on an average of 40 hours per week across the year, working patterns naturally adjust to match the seasonal rhythm of the business:
- In-Season (March – October): Peak operations require a 5-day week (08:00 – 16:00, including either a Saturday or Sunday). As with any operational management role, peak-season demands will require additional hours during busier weeks to ensure smooth logistics.
- Off-Season (November – February): A quieter, Monday-to-Friday schedule with reduced day-to-day pressure, balancing out the longer hours worked during the summer season.
What We're Looking For:
We're searching for a proactive and detail-oriented individual who thrives in a fast-paced environment.
Essential Skills & Experience:
- Strong & proven Leader Ship Skills: Proven leadership skills, team focused, energetic and supportive.
- Customer Service Excellence: Proven customer service experience, ideally within the logistics or tourism industry, with a genuine passion for helping people.
- Computer Proficiency: A high level of computer literacy, comfortable with bespoke systems and general office software.
- Exceptional Communication: An excellent phone manner and strong written communication skills.
- Organisational Acumen: The ability to effectively prioritise diverse workloads, manage multiple tasks simultaneously, and perform well under pressure.
- Problem-Solving Skills: A resourceful approach to identifying and resolving issues efficiently.
Desirable Skills & Experience:
- Regional Knowledge: Familiarity with the South West Coast Path and South Downs Way would be a significant advantage.
- Team Leadership: Experience in supporting or managing a small team.
Why Join Luggage Transfers?
Join a friendly and dedicated team committed to providing an essential service to outdoor enthusiasts. This is an exciting opportunity to play a pivotal role in a growing business offering you valuable experience and the chance to contribute significantly to our continued success.
Next Steps:
If you are a highly organised individual with a passion for customer service and logistics, and you're ready to take on this exciting challenge, we'd love to hear from you! we are looking at a start date in September, so please apply as soon as possible.
Pay: £33,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
