We are recruiting for an experienced Assistant Manager – Programme Change to join a highly respected travel business. This role sits within the Customer Operations team and is responsible for leading a small team managing programme changes and consolidations while ensuring exceptional customer service and protecting commercial outcomes.

This is a fantastic opportunity for a customer-focused travel professional with leadership experience who thrives in a fast-paced environment and enjoys resolving complex situations.

Key Responsibilities

Team Leadership

Lead, motivate and develop a small Programme Change team

Conduct regular 1:1s, performance reviews and coaching sessions

Support recruitment, onboarding and team engagement Operations

Oversee workflow of programme changes and consolidations

Ensure customer enquiries are handled within agreed SLAs

Monitor programme change communications and call performance

Handle complex escalations and customer cases Product & Compliance

Maintain strong knowledge of travel products and booking conditions

Work within Package Travel Regulations

Liaise with product teams to identify suitable alternatives for customers Reporting & Analysis

Record programme changes and consolidations accurately

Produce weekly and monthly operational reports

Identify trends and opportunities to improve processes Management Support

Deputise for the Programme Change Manager when required

Support wider incident management processes About You

Previous Team Leader or supervisory experience (ideally within travel)

Passion for travel and delivering excellent customer service

Strong communication and organisational skills

Confident handling customer escalations

Good Excel and reporting skills

Ability to work calmly and effectively in a fast-paced environment