Operations Co-Ordinator

About World Challenge

For almost 40 years, World Challenge has been creating powerful personal development opportunities for young people through experiential travel. Working in close partnership with schools, we design and deliver student-led expeditions and immersive learning experiences across the globe.

Through challenge, responsibility and reflection, young people develop confidence, perspective and the ability to articulate who they are and what they are capable of, with impact that lasts well beyond the journey itself. World Challenge is part of the Experience Education Student Travel Group.

The Role

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 both the planning stages and while teams are in destination.

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 by 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.

What We Are Looking For

• Experience in a customer-facing role (preferred but not essential).
• Strong verbal and written communication skills, with a friendly, professional approach.
• Desirable: Experience using a ticketing or email management system.
• 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 and adapt to evolving situations.
• Comfortable thinking critically and offering solutions that balance customer needs with business objectives.
• Initiative-driven, with the ability to implement improvements to enhance processes and customer service.
• A passion for travel, education, and youth development.

Working Hours & Shift Requirements

This role involves working as part of a rota to provide operational support throughout the year. Due to the nature of our activity and the seasonal demands of team travel, working hours vary and include a combination of standard office hours, evening and weekend work, and periods of night-shift coverage.

• Periods with no teams travelling: Standard Monday–Friday office hours, with no weekend work required.
• Peak season (mid-June to early August): A structured rota operates to ensure 24/7 operational support. This includes scheduled night shifts, evenings, and weekend work during this busy period. A night-shift premium is paid for each night shift worked.
• Quieter periods: The majority of hours are worked during daytime office hours; however, evening and weekend work may still be required as part of the rota.

Flexibility required: Applicants must be comfortable working a rotating shift pattern, including evenings, nights, and weekends, depending on operational needs.

We are seeking a flexible and reliable individual who can adapt to seasonal demands and work effectively as part of a team delivering consistent operational support throughout the year.

Working for Us

• Full training provided in operating procedures, mental and physical first aid, and safeguarding.
• Hybrid working pattern split between our office and working from home.
• Opportunities to travel overseas on familiarisation trips.
• 25 days’ annual leave plus public holidays and a bonus day off for your birthday, with an additional tenure-based allowance up to 5 extra days.
• Recognition and reward programme.
• Access to extensive online learning resources.
• In-house training opportunities.
• Regular social events.
• Various employee discounts and offers, including discounted trips with our brands.

Our Commitment to Inclusion

We believe people are happiest and perform best when they can be their true selves, and that diverse teams deliver better results. We are committed to building an inclusive culture and embracing diversity in all its dimensions. This includes increasing awareness of unconscious bias and creating an environment where everyone can flourish.