Peter - Head of operations

I'm head of operations, which means I'm in charge of all the direct customer contact - the call centre, customer relations, the planning team and the mail room. The call centre - which is the biggest part of my job - deals with customers calling in. The mail room send out all the customer confirmations, and customer relations deal with the customers who are not happy.

I need to make sure we are delivering all the targets we aim for. The key thing we aim for is to react to our customers, so I need to make sure that everyone is being dealt with quickly, in particular that we have enough people in the call centre so we can answer calls quickly. I need to make sure that everyone is okay and we are not overworking people.

I've been at Holiday Extras just over eight years - I started as a team leader in the call centre and worked my way up. I find there is quite a difference between Holiday Extras and other companies I have worked at. The company spends a lot of time involving people at all levels - I find it a very proactive company when it comes to listening to both customers and employees. I get feedback from my team on a regular basis, and the other managers and I act on that feedback. That is a key thing for me and gives me a lot of enjoyment.