What are the responsibilities and job description for the Operations Coordinator - Victoria position at Experience Education?
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.
The role
The Operations Coordinator provides critical customer support throughout the entire journey—from initial sign-up through to the completion of the trip. This includes assisting participants with trip preparation, managing customer queries, and offering support to teams on their expeditions. This position is shift-based, primarily supporting operations during peak travel times while adapting to lower-volume periods during the year.
What you’ll be doing
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.
What we are looking for
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.
Work Times and Shift Patterns
Monday to Friday 9am to 5.30pm
Monday to Friday 9.30am to 6pm
Saturday & Sunday 6am to 6pm
Some of the benefits
Optional hybrid working arrangement (mix of office and home working).
Opportunities to travel overseas on expeditions or familiarisation trips.
20 days of annual leave plus public holidays, 2 charity days, 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.
We believe that people are happier and perform best when they are able to 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 inspiring change through increasing awareness of unconscious bias.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish.
