Customer Health & Safety Manager

Location: Hybrid – Horsham or Hybrid - Chester

Division: Specialist Holidays Group (SHG)

Brand: Destination2, Destination2 Cruise, American Holidays, Citalia and Sovereign and Holiday Gems

Function: Customer Health and Safety

Reports To: Head of Operations

Contract: Permanent

SHG is a £250M tour operator group selling holidays worldwide, using thousands of hotels and ground services contracted through a combination of direct contracts, bed banks, wholesalers, and DMCs.
You will lead the day-to-day implementation of customer Health & Safety across the Group. You will work with their external H&S advisor to help shape those policies and put them into practice across the business.
Safety is managed remotely and at scale, through third-party H&S, audit systems and our supplier partners. There may be occasional site visits where required, but this is not a property-based role, and UK hotels are not a focus.

• Work in unison with the groups external H&S advisor to implement SHG’s H&S policies and Customer Safety Management System at business level formulating a coherent and comprehensive strategy.
• Manage the day-to-day supplier audit programme and third-party H&S systems, tracking audits, gradings, high-risk issues and outstanding actions.
• Make sure H&S checks fit each contracting route (direct, bed bank, DMC), and work with Contracting and Product to act on suppliers that fall below standard.
• Investigate incidents, near misses and H&S complaints, identify trends and root causes, and support Legal on claims.
• Escalate significant risks and report KPIs to senior leadership.
• Support incident management, including the out-of-hours process and testing of the SHG Incident Management Plan.
• Support ABTA engagement, Safer Tourism accreditation and safety training for colleagues and key DMCs.

• Tour operator H&S experience (preferred), ideally from an OTA, dynamic packaging or tailor-made business rather than a large operator with in-resort teams.
• A good understanding of direct contracts, bed banks and DMCs, and of how H&S due diligence differs across them.
• Working knowledge of the UK tour operator legal framework, including the Package Travel Regulations, ABTA requirements and duty of care.
• Experience of overseeing H&S at scale through third-party systems, advisors and audit providers.
• Calm and pragmatic under pressure, with strong communication, reporting and influencing skills.

Highly Desirable

• H&S qualification/s
• Membership of a relevant professional body, such as IOSH
• Experience of supplier H&S audit and compliance platforms.
• Valid passport, with the ability to travel internationally if required.