Operations Coordinator

4 months ago

St Kilda, Australia World Challenge Full time

**Operations Coordinator**:
We have a fantastic opportunity for a customer focused collaborator to help ensure our customers’ experience is stand-out from start to finish.

**About World Challenge**:
Refined over 30 years, World Challenge trips focus on enriching the lives of young people through experiential travel. Our philosophy is based on the belief that character and perspective are developed through real-world experiences. Working in partnership with schools, World Challenge facilitates powerful, student-led expeditions across the world, providing opportunities for young people to develop crucial life skills, such as leadership, resilience and self-belief.

World Challenge is part of Experience Education, a division of the Travelopia group, one of the world’s leading specialist travel groups.

**Our impact**:
At the heart of each World Challenge trip is a focus on personal growth, global citizenship (through sustainable community and conservation initiatives) and health and wellbeing. We want young people to return home with a concern for something larger than themselves, and an enriched view and greater appreciation of the world around them.

**The Role**:
Our Operations Coordinators provide a seamless level of customer support from the point a participant signs up, to their return home at the end of the trip. This is a varied role which includes ensuring customer questions are answered and that participants are suitably prepared for their trip, as well as fast-paced problem solving whilst teams are in destinations.

**Key responsibilities**:

- Ensuring all participant administration (including medical information & passport details) is up to date, correct and approved before departure
- Acting as a point of contact for customer feedback and responding and resolving any issues where possible
- Discussing any issues or concerns about individuals or teams with the School Relationship Managers, parents and guardians and internal departments to ensure we deliver the best possible service
- Seeking out opportunities for learning and growth

**Key skills**:

- At least 12 months experience in a customer facing role
- Have excellent attention to detail and ability to concentrate for sustained periods of time
- Be able to effectively balance workload and react quickly and efficiently to changing priorities
- Be able to step back from a situation to consider the bigger picture, and subsequently offer a balanced direction that meets the needs of both the business and the customer
- Have excellent communication skills, both verbal and written, with a friendly and professional manner
- Have great organisation skills with the ability to prioritise tasks effectively
- Have the confidence and initiative to identify and implement next steps and actions to ensure customers are constantly receiving the best possible service, and to have direct conversations with customers where we require action within a certain timeframe
- Have the drive and motivation to constantly ask if there is a better way and to initiate and manage change if there is
- Have a passion for travel and student development
- Be able to commit to a roster shift system

Members of the team will be supported with training which will include operating procedures, physical and mental first aid, and safeguarding.

**Working For Us**:

- Hybrid working pattern between our office and your home
- Opportunities to travel overseas as a member of an expedition team
- 20 days of annual leave plus public holidays, 2 charity days per year and a bonus day off for your birthday
- Global recognition and reward program
- Access to extensive online learning resources and an allotted personal growth hour each week
- In-house and externally accredited training opportunities
- Regular social events
- Various employee discounts and offers, including discounted trips with other Travelopia brands and reduced-price kit for your next adventure

**Additional Internal Information**

**Work times, rostered shift system etc (as required)**:
Our teams travel across much of the year - typically this looks like:

- Peak season (June - end of Aug) - we have a high volume of teams travelling consistently across this period
- Shoulder season - Sept - May we have much lower numbers of teams travelling, and there are some weeks across these months where we don’t have any teams out at all

When teams are travelling we operate a rostered shift system, which includes weekends, between Australia, the UK and South Africa. Night shifts are not normally required but some of the hours are outside of the ‘normal 9-5’.
- During these periods, shifts are dependent on time zones, but examples of shift times include 6.00am - 2.30pm/9.00am - 5.30pm/9.30am - 6.00pm
- Weekend shifts are 12-hour shifts, with rest days usually given on the Thursday and Friday before the weekend, and the Monday after (3 rest days in total). The usual requirement is that 1 or 2 weekends each month that teams are

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