Head of Customer Safety

Job Description

Flash Pack is committed to delivering exciting Adventures that are as safe as possible. We take risk management very seriously and work hard alongside our local providers to mitigate any potential hazards. Before we run a trip, we go through a process of identifying risks and minimising these through high-quality operational quality assurance procedures. Flash Pack is looking for an experienced Safety Manager to lead this area of the business.

In this vital role, you will be working with existing operational quality and safety processes, as well as leading projects which will include the development of new processes and systems. You will ensure customer safety by ensuring the objectives of our Safety Management System (SMS) are met, and you will be working collaboratively alongside our Adventure Operations and Customer Experience teams, supporting them with key quality assurance processes.

Company mission

Flash Pack’s mission is to create 1 million friendships through the power of travel and technology. In a world that increasingly plays out behind screens, we facilitate authentic friendships between people at the same life-stage. We are solving a unique problem for a prominent niche with our global brand appeal.

What you’ll be doing

Operational quality management:

• Maintaining safety information within Flash Pack supplier resources, such as our Pack Leader and DMC Manuals.

• Planning, carrying out and follow-up of pre-departure supplier auditing. Predominantly desktop audits, but may also require travelling to destinations for in-person supplier meetings.

• Delivering operational quality assurance training for internal and external stakeholders.

Safety management:

• Managing Flash Pack’s Safety Management System (SMS).

• Managing Flash Pack’s Incident and Crisis Management Plan.

• Bi-annual trip risk assessment review and sign off.

• Monitoring, logging and acting upon on-tour safety concerns, and when needed, conducting post-incident reviews.

• Designing and implementing incident management SOPs.

• Being ‘on call’ to take the lead on responding to any serious on-tour incidents. This may involve working outside of usual business hours.

• Delivering safety training for internal and external stakeholders.

Your responsibilities will regularly change and develop as the business grows, and it is important that you are comfortable getting involved in tasks outside your remit in order to help the business meet our key objectives.

You’ll do this in line with our company values.

You’ll be measured and rewarded based on:

• Consistently high operational excellence across all Adventures in your portfolio.

• Customer feedback about your Adventures, with a particular focus on quality and NPS.

Who you are

We want the right person so if you don’t quite hit all the criteria, you should still apply!

• Experience - Previous knowledge and experience in one or more of these areas of the adventure travel industry will be advantageous - product, operations and safety management.

• Roll with it - You have experience in a startup or scale up environment and understand that they are unpredictable environments. You’re flexible, comfortable with a degree of chaos and can handle challenging and changing situations.

• High attention to detail - You are thorough and focused, usually picking up errors others have failed to notice.

• Excellent communicator - You can communicate confidently and authoritatively with a wide variety of stakeholders.

• Decision maker - You will be able to make critical and quick decisions on your own to ensure we are managings risks and protecting our brand.

• Organised and able to work under pressure - You are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.

• Be confident in your creative ideas and have the communication skills to present them.

• Be nice - You get that the team is more important than yourself.

The nice-to-haves:

• Well-travelled

• People management experience

• Formal safety qualifications, such as the British Safety Council’s NEBOSH International Certificate (or similar qualifications)

What else

Salary: The salary range for this role is between £74,900-79,900 depending on experience. We also offer stock options after your first year with the company.

We have trailblazer total pay transparency and allow you to choose your total compensation plan balancing salary and options to suit your personal financial goals.

Hours: This role is Monday to Friday but you should be happy working some evenings and weekends if required.

Location: We call our way of working ‘remote-flexible’. You can work from anywhere in the UK as long as you are happy to come to London every 4-6 weeks or so. If you enjoy more regular face to face interaction, living close to London would be advantageous.

Our Culture: We revolve around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity.

We care deeply about surrounding ourselves with ambitious, exceptional but humble people and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.

Benefits:

• A remote-first office. We don’t care where you work from as long as you hit your targets.

• We have a flexible office space in Central London where you can float in and out to brainstorm, catch-up, have 1-2-1s and socialise.

• A diverse and inclusive team, with people from all walks of life. 33% of the team identify as BAME.

• Unlimited mental health therapy & wellbeing support.

Scroll down to the full list of benefits below.

Interview Process:

• Stage 1 - CV Walkthrough with a member of the Adventure Operations team

• Stage 2 - Case study and Culture & Values with a member of the Adventure Operations team

• Stage 3 - Meet a Founder, CPTO or CFO

Diversity & Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.

Once you apply, you will be sent a short EDI survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.