Customer Operations Manager in Helston

Job DescriptionAbout Luggage TransfersLuggage Transfers is the premier same-day courier service for walkers and cyclists across Southern England. Since 2009, we have expanded from a local Cornish operation to managing routes across Somerset, Devon, Cornwall, Dorset, Hampshire, and Sussex. Operating peak logistics from March to October, we are looking for a dedicated Operations Manager for this vital, year-round role.The RoleAt the operational core of the business, you will oversee day-to-day courier delivery schedules for thousands of clients. You will manage internal administrative staff, coordinate with field drivers and Stretch Managers, and act as a senior point of contact for international tour operators and independent travellers.Key ResponsibilitiesTeam Leadership & Development: Recruit, onboard, coach, and support team members through 1-to-1s, structured performance reviews, and operational training.Daily Operations Management: Oversee daily workflow across the office administration team, employed drivers, self-employed contractors, and regional Stretch Managers.Logistics & Route Planning: Strategically allocate daily transfer schedules and build cost-effective routes to ensure punctual deliveries across all trail networks.Client & Account Management: Serve as the primary operational liaison for over 30 international tour operators and independent walking/cycling clients via phone and email.Booking & Systems Administration: Manage end-to-end booking entries and schedule changes using our bespoke booking management system and maintain the core accommodation database.Compliance & Fleet Management: Oversee vehicle maintenance schedules, driver legal compliance, building fire safety, and operational Health & Safety audits.Issue Resolution: Handle escalated customer queries and logistics disruptions calmly, professionally, and efficiently.Requirements & ExperienceDemonstrated Leadership: Track record of motivating, managing, and developing a close-knit operational team.Customer Service & Logistics Background: Strong customer-facing communication skills, preferably within travel, tourism, courier, or transport logistics.Technical Aptitude: Confident working with bespoke CRM/booking platforms, logistics software, and standard office suites.Organisation Under Pressure: Exceptional time management skills with the ability to prioritize dynamic, moving workloads during peak season.Local Geography (Desirable): Practical route knowledge of the South West Coast Path and South Downs Way.Working Hours & Seasonal PatternThis 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 16:30, including one weekend day). 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 strictly no weekend work and reduced day-to-day pressure, balancing out the longer hours worked during the summer season.Benefits & PerksCompany pension schemeCasual dress codeFree on-site parkingRegular company events & team social gatheringsTo ApplyWe are targeting a start date in September. Please submit your up-to-date CV and cover letter outlining your operational leadership experience.TPBN1_UKTJ