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About the Role
Join the Aviation team and report to the Senior Operations Manager. You will collaborate with Commercial, Supply Tech, Product, and Finance to manage ticketing and disruption performance for over 140 airline partners, ensuring accurate ticketing and prompt handling of schedule changes. The team leverages airline expertise, data, and automation to protect revenue, minimize manual work, and provide a consistent customer experience during travel plan modifications across all markets.
Responsibilities
- Own ticketing and amendment quality for managed and self-managed airline relationships, ensuring clear queues and consistent disruption handling.
- Manage the team's daily operational performance, maintaining strong control over queue health, ticketing turnaround times, SLA adherence, and quality.
- Utilize data and insights to identify recurring issues, drive continuous improvement, and develop clear, actionable recommendations to enhance performance and customer outcomes.
- Serve as the team's subject matter expert for Amadeus Robotics, promoting the adoption of automation and robotic tools.
- Share best practices from the core market across all points of sale, ensuring current and consistently applied process documentation.
- Play a key role in preparing Flight Ticketing & Disruption for new market launches, including process setup and team readiness.
- Lead, coach, and motivate a team of ticketing agents, providing support for escalations and daily people management.
Requirements
- Experience working with both scheduled and low-cost carriers.
- Strong and recent Amadeus GDS experience is essential.
- Experience with flight pooling, including coordination, allocation, and optimization of flight inventory across multiple channels, markets, or customer bookings.
- Experience managing the operational complexity of flight pooling, ensuring accurate ticketing, timely schedule change actions, effective queue management, and strong control over service levels, quality, and commercial outcomes.
- Experience with Amadeus Robotics or other automation tools.
- Knowledge of BSP processes, ADM/ACM notices, ticketing rules, and IATA regulations is a significant advantage.
- Comfortable using data and reporting to identify issues and track performance.
- Strong communication skills, with the ability to share best practices and coach others effectively.
Skills
- Amadeus GDS
- Flight pooling
- Amadeus Robotics
- Automation tools
- BSP processes
- ADM/ACM notices
- IATA regulations
- Data analysis
- Reporting
- Communication
- Coaching
Location
- In office (for final stage interview)
Work Type
- Full-time
Experience Level
- Senior
Benefits
- Company pension contributions at 5%
- Individualised training budget
- Discounted holidays for you, your family and friends
- 25 days of holidays per annum (plus 8 public holidays), increasing by 1 day for every second year of service, up to a maximum of 30 days per annum
- Ability to buy and sell annual leave
- Access to electric vehicle salary sacrifice scheme
- Cycle to work scheme
- Season ticket loan
- Eye care vouchers
About the Company
- We’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway.
- Our trailblaze together culture is what drives our success, powered by our people and the way they work.
- Using progressive technology, we drive cutting-edge innovation and improve how our customers discover, book and experience their holidays.
- You’ll have the opportunity to accelerate your growth through meaningful challenges, new experiences and the freedom to shape your own path.
- You’ll create impact for our future by taking ownership, contributing to shared goals and helping shape what comes next, all as part of our enhanced international community of talented, collaborative and passionate teams.
- Aviation sits within our Enablement function, where everything we do starts with the customer.
- From the moment someone books to the day they arrive home, Customer Experience teams make sure they feel looked after, especially when things don't go to plan.
- By turning what we learn from every booking, contact and disruption into better processes, clearer communication and smarter tools, the Customer function helps build the trust that brings customers back to loveholidays time and again.
Equal Opportunity
- At loveholidays, we focus on creating an inclusive environment where everyone can contribute, grow and succeed.
- We value the different perspectives, experiences and ideas each person brings, because they help us work better together, challenge our thinking and make stronger decisions.
- As we continue to grow and evolve, we want everyone to feel supported and able to do their best work.
- We’re also committed to making our hiring process accessible, so please let our Talent Acquisition team know if you need any adjustments at any stage.