Operations Expert

Job Title: Operations Expert

Line Manager: Sales Operations Manager / Team Sales Manager

Location: UK. Primarily remote with co-working opportunities

Position Type: Full Time, 12 month Fixed Term Contract

Founded in 2005 by three friends who wanted to disrupt the luxury travel industry, Black Tomato was created to guide, inspire and create remarkable travel experiences that are tailored to the precise needs of their clients. Since launching, the Black Tomato team has grown to become one of the world’s most celebrated luxury travel and lifestyle brands, with the likes of Forbes naming them ‘The World’s Hottest Luxury Travel Company’.

We’re looking for a highly organised, enthusiastic, and engaging Operations Expert team member to join our Sales and Operations department. As part of the sales operations team, you will form an integral part in ensuring that each stage of the sales and post-booking experience is delivered smoothly – supporting our Travel Experts and Sales managers, creating travel documents, and working closely with Clients, Product team, and the Loyalty team throughout. The Sales Operations team will play a key role in developing Black Tomato’s growth and contributing to the overall performance and client experience of the fast-paced, forward-thinking business globally.

MAIN RESPONSIBILITIES

• Working alongside the Sales Managers and Travel Experts (as well as Product, CRM, and Marketing) to ensure best practices for each stage of the sales delivery process.
• Working alongside other teams within the Leisure department, to deliver the ultimate customer service at all stages of the clients’ lifetime with us.
• Liaising with Travel Experts and partners in each destination to collate information and ensure each itinerary detail is accurate, well presented, and communicated in a timely manner.
• Assisting in the post-sale process, and where necessary liaising directly with clients, to deliver the ultimate client experience.
• Accurately recording client information in our CRM system and developing the ability to navigate the CRM system fluently.

SKILLS REQUIRED

• Some previous customer service and administrative experience is desirable, preferably in the leisure, hospitality, or luxury sector.
• Confident in communicating with clients and passionate about delivering highly personalised, best-in-class customer service.
• Ability to express oneself enthusiastically and eloquently both over the phone and in writing.
• Extremely close attention to detail and a keen aesthetic eye.
• Quick thinking with an excellent sense of initiative and problem-solving skills as well as the ability to work calmly and efficiently under time pressure.
• Highly organised with the ability to prioritise, manage own time, and multi-task.
• Strong knowledge of luxury travel destinations, hotels, and experiences (can be developed in the role).

WHAT WE OFFER:

• Competitive salary and bonus
• A ‘familiarisation trip’ each year – experiencing a Black Tomato destination/product (after probation)
• Personal travel allowance
• 25 days holiday increasing with length of service plus bank holidays
• Ability to roll over 5 days holiday per year
• Birthday off
• Day off for volunteering every month
• Two days off if you move home
• Curiosity courses – access to a fund for personal development
• Access to a healthcare plan
• Mental Health Hour – an extra hour every Wednesday to focus on yourself
• Friday 4pm finish
• Black Tomato Birthdays – adding money towards your personal travel allowance each year
• Gym subsidy
• Referral bonus if you successfully refer someone for a role within the company

A NOTE ON OUR VALUES

At Black Tomato, we strive to live by our company values. This isn’t typical corporate speak – it’s a genuine embodiment of core personality traits.

Our world is fueled by curiosity and innovation. We won’t do something just because it’s always been done that way, but because we believe it’s the best way to do it. We constantly ask questions of ourselves and are brave in everything we do.

We are also a thoughtful bunch – we do not rush to judgements – and we are a company of thinkers who believe it’s what’s right, not who’s right, that matters.

We also strive to be humble in everything we do. We do not get caught up in the hype, and we give our absolute best. We rely on one another to make the remarkable happen – we are the sum of many parts, and we are strong enough to be honest about our weaknesses, rather than hide them through ego.

We take these values seriously, and character assessment forms a big part of our hiring process.

Get to know us a little better at Careers & Jobs In Luxury Travel | Black Tomato