Operations Coordinator

We have an exciting opportunity for a customer-focused individual to help create exceptional experiences for our customers, ensuring their journey with us is seamless from start to finish. As part of our Operations team, you will play a pivotal role in delivering outstanding support during the planning stages and while teams are in destination.

About World Challenge

World Challenge has spent over 30 years empowering young people through experiential travel, offering them the chance to lead student expeditions across the globe. Through these journeys, students develop key life skills such as leadership, resilience, and self-belief. We collaborate with schools to create transformational travel experiences that foster personal growth and global citizenship.

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

Our Impact
At the heart of each World Challenge trip is the aim of inspiring young people to become global citizens. We prioritise health and wellbeing and encourage students to return home with a greater appreciation for the world and a passion for community engagement and sustainability.

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:

• Communicate with parents, students, and teachers via phone and email, addressing queries and ensuring participants are well-prepared for their trips.
• Provide ongoing support for teams during their expeditions, handling and documenting incidents, and ensuring participants can continue to enjoy their experience.
• Follow up on overdue payments, contacting customers who haven't responded to automated reminders and ensuring payments are processed within set timeframes.
• Ensure all participant data, including medical information and passport details, is up-to-date and approved before departure.
• Act as a point of contact for customer feedback, resolving issues when possible and collaborating with other departments to improve customer satisfaction.
• Collaborate with School Relationship Managers and internal teams to address concerns regarding individuals or groups during expeditions.
• Identify and implement opportunities for improvement in operations and customer service.

Key skills:

• Minimum 12 months’ experience in a customer-facing role.
• Strong communication skills, both verbal and written, with a friendly, professional approach.
• Highly organised, able to prioritise tasks and balance multiple responsibilities.
• Detail-oriented with the ability to maintain focus over extended periods.
• Able to respond quickly to changing priorities, adapting to evolving situations.
• Comfortable thinking critically and offering solutions that balance customer needs with business objectives.
• Initiative-driven with the ability to implement changes to improve processes and customer service.
• A passion for travel, education, and youth development.
• Ability to commit to a flexible, shift-based rota system.

Training & Support:
You will receive full training in operating procedures, mental and physical first aid, and safeguarding, ensuring you are equipped to support both our customers and our teams effectively.

Working For Us

• Hybrid working pattern between our office and your home (3 days in office & 2 days at 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.
• Access to a global recognition program and various employee rewards.
• Extensive learning resources and an hour per week dedicated to personal growth.
• Regular social events and discounts, including reduced-price trips and adventure gear.

Additional Internal Information

Work times, rostered shift system etc (as required)

Team Structure: The Operations Coordinators reports to the Operations Team Leader and works closely with the global Customer Operations team.

Work Times & Shift System:

Peak season (June – end of August and December): The team supports a high volume of teams travelling. Shifts may include hours like 6:00am – 2.30pm and 9:30am – 6pm, depending on time zone differences. Weekend shifts are typically 12-hour shifts, with rest days given before and/or after the weekend. During the peak season you will be office based.

Remainder of year: During quieter months, the shift pattern is still in place but may be more flexible, with hybrid work arrangements in place. Evening and weekend shifts will still be required as part of the rota during the quieter season.

At times when there are no teams travelling, the role is typically Monday to Friday, 9:00am – 5:30pm, with 3 days in office and 2 days from home.

Apply now for immediate consideration!

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.