Head of Operations

You will be responsible for leading and developing ITC's operational functions, ensuring efficiency, compliance with UK travel regulations, and exceptional customer service. Overseeing operational managers and their teams, you will drive continuous improvement by leveraging customer feedback, refining booking and client service processes, and coordinating crisis management efforts. As a senior leader, you will play a crucial role in shaping operational strategy, driving innovation, and leading key change initiatives.

This is a fantastic opportunity to lead, innovate, and make a tangible impact on ITC's operations.

Key Job Responsibilities

• Lead the teams responsible for Client Services, Quality Checks, Client resolution and contract loading to oversee the day-to-day operations ensuring processes run smoothly and efficiently.
• Ensure seamless coordination between operations, sales, customer service, and product teams to optimise workflows, implementing and maintaining operational best practices to deliver efficiency and customer experience.
• Responsible for shaping operational systems, processes and skill for business growth and delivery of service proposition.
• Ensure full compliance with UK and international travel regulations (ATOL, ABTA, GDPR, health & safety).
• Champion and drive a positive company culture aligned with the ITC's values and vision.

This role will be based in the Chester office with a requirement to be in the office Tuesday, Wednesday and Thursday. The role is full-time and will be required to work 37.5 hours per week Monday to Friday.

Benefits

• Holiday allowance starting at 25 days plus bank holidays, increasing with length of service.
• Hybrid and flexible working opportunities.
• Ongoing training and development including overseas educational trips.
• Access to discounts and offers on your own holidays.
• Enhanced family-friendly benefits.

We also really value our culture and you can read more about this in our own Culture Deck.

How to apply

If you possess the experience, attitude and passion to make a real difference to our business, then please apply below.

Our passionate commitment to fulfilling and exceeding our clients' dreams and desires is at the heart of what we do.