Flight Ticketing and Disruption Manager

Location: London Workplace: Hybrid Why loveholidays? 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. The difference you’ll make You'll sit in the Aviation team, reporting to the Senior Operations Manager. You'll work closely with Commercial, Supply Tech, Product and Finance to own ticketing and disruption performance across our 140+ airline partners, making sure every flight we sell is ticketed correctly and every schedule change is handled quickly, accurately and fairly. Together, the team uses airline know-how, data and automation to protect revenue, reduce manual effort and give customers a consistent experience whenever their travel plans change, in every market we sell in. 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. Your day-to-day: - Own ticketing and amendment quality including both managed and self-managed airline relationships, keeping queues clear and disruption handled consistently - Own the day-to-day operational performance of the team, maintaining strong operational grip across queue health, ticketing turnaround, SLA adherence and quality. Use data and insight to identify recurring issues, drive continuous improvement and translate findings into clear, actionable recommendations that improve performance and customer outcomes - Act as the team's subject matter expert for Amadeus Robotics, driving adoption of automation and robotic tools across the team. - Share best practice from the core market across all points of sale, keeping process documentation current and consistently applied. - Play a central role in getting Flight Ticketing & Disruption ready for new market launches, from process setup to team readiness. - Lead, coach and motivate a team of ticketing agents, supporting escalations and day-to-day people leadership. Your skillset: - Experience working across both scheduled and low cost carriers - Strong and recent Amadeus GDS experience a must - Experience of flight pooling, including the coordination, allocation and optimisation of flight inventory across multiple channels, markets or customer bookings. - Experience in managing the operational complexity this creates, ensuring accurate ticketing, timely action on schedule changes, effective queue management and strong control of 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 a real advantage - Comfortable working with data and reporting to identify issues and track performance. - Strong communication skills, able to share best practice and coach others effectively The interview journey: - Talent Acquisition Partner screening - 30 mins - 1st stage with Hiring Manager + Head of Customer Operations - 45 mins - Final stage presenting to Hiring Manager + CX Director, in office - 1 hour Perks of joining us: - Company pension contributions at 5% - Individualised training budget for you to learn on the job and level yourself up - Discounted holidays for you, your family and friends - 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum - Ability to buy and sell annual leave - Access to our electric vehicle salary sacrifice scheme - Cycle to work scheme, season ticket loan and eye care vouchers   Our commitment to inclusion 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.