Head of Operations (BeRightBack)

Team: Incubator - Commercial (Full-time)
Location: London, United Kingdom

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    The Company
    BeRightBack is the world’s first travel subscription service that actually delivers travel within the price you pay. Our initial proposition is simple. Pay monthly, select your dates and we’ll handle the rest, from selecting the best hotels to sorting out your flights. With BRB you always have travel to look forward to in your calendar. We want to change the way millennials engage with travel, making it social, mobile and effortless. Seeing more of the world shouldn’t be a black hole in your monthly budget, or a full time job to organise.

    The Role
    We are seeking a Head of Operations to own the day to day operational management of all pre and post sales activities at BRB and improve the overall customer experience.

    The Head of Operations will also play a vital role in sourcing amazing products that will delight our customers and develop robust relationship with existing and new suppliers.

    Responsibilites

    • Handle all necessary admin processes related to day to day operations of the business.
    • Ensure that all customer enquiries (email and online chat) are answered promptly and that wherever possible issues are resolved for customers on first contact.
    • Report on and follow up on failed sign-ups, subscriptions or trip creations.
    • Review trips created on a daily basis and manage BRB’s trip ledger, paying specific attention to customer preferences and special requirements.
    • Handle all supplier relationships and trip bookings. Review trip suggestions and ensure flights and hotel selected match customer expectations.
    • Ensure all relevant customer information and Advanced Passenger Information (API) is captured.
    • Handle switch selling and customer communications where the customers preferred selection (flight time, airport, etc) is unavailable.
    • Undertake as required cross-selling and upselling activities offering airport transfers, in destination activities or any additional products.
    • Follow up on pending supplier confirmations.
    • Follow up outstanding balances due from customers.
    • Handle all bookings and payments for subscribers cancelling their membership.
    • Review all forward departures to ensure that travel documentation (trip reveal, flight details, hotel vouchers, ATOL certificate etc) has been dispatched to customers.
    • Ensure that the pending complaints are followed up on and that consumers are kept fully informed as to the progress of their complaints.
    • Whenever necessary, assist customers who are in destination or who have undertaken outbound travel.
    • Lead the ATOL certification process to ensure BRB becomes an ATOL certified company.
    • Support co-founders with monthly account / revenue reconciliation and financial projections
    Experience

    Essential Skills / Experience
    1-2 years minimum in a similar operational role
    Excellent communication skills – written and verbal
    Word processing/excel
    Confident on stakeholder communication, both internal & external

    Desirable Skills / Experience
    Travel industry experience a plus
    Understanding of ATOL protection scheme
    Experience in account / revenue reconciliation

    Benefits
    Salary: £35k - £45k based on experience
    Equity: Negotiable

    Be part of the Founders Factory environment, we're fresh out of the incubator with 8 months left in the building. That means free lunches on Thursdays and Fridays, being surrounded by some of the brightest minds in tech with regular events taking place in the space.

    It's also a great opportunity to really take part in shaping the culture of our company and to own the operations direction of an early stage startup!

    Could this be you?

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