Holiday Operations Executive

Inntravel is a leading provider of self‑guided walking, cycling and other activity holidays across Europe.

This is an exciting time to join the team as we focus on growth, digital transformation and maintaining our position as a market leader.

Salary: £26,227.50 + bonus plus additional pay for out‑of‑hours phone duty.

Location: Hybrid role based at our Whitwell‑on‑the‑Hill office. Minimum of two office days per week (Tuesdays and Wednesdays) with the possibility to work a minimum of four days per week from anywhere.

Work Hours: 9:00 AM – 5:30 PM Monday‑Friday, 9:00 AM – 5:00 PM Saturday. One or two Saturdays per month and occasional Sundays on an ad‑hoc basis.

About the Role

The primary aim of the role is to ensure smooth running of holidays through detailed coordination and direct communication with suppliers and customers.

• Deliver excellent customer service by communicating effectively in person, via phone, email or chat.
• Confirm accommodation details and book flights, rail, ferries, taxis, entry tickets and walking permits.
• Update holiday booking records and accommodation availability in the system.
• Be the first point of contact for customers when they are on holiday with queries.
• Issue invoices to customers.
• Make changes to customers’ holidays when unexpected issues arise, such as strikes or travel disruptions.
• Attend office‑based training and travel to destinations to gain local knowledge.
• Participate in out‑of‑hours phone duty on a rota (4‑5 times per year).

Schedule & Working Conditions

Work 4 or 5 days per week. Full‑time position with flexible working patterns available.

Qualifications

• Strong customer service experience in a contact centre, hospitality, travel agency or front‑of‑house environment.
• Experience in an administration‑focused role.
• Knowledge of technology systems such as sales, reservation or booking platforms.
• Experience using an online telephony system.
• Proficiency with Microsoft Office applications – Outlook, Excel, Word and Teams.
• High computer literacy and numerical accuracy.
• Commitment to delivering high‑standard customer service.
• Resilience, calmness and solution‑oriented mindset in a fast‑paced environment.
• Strong telephone and interpersonal skills, with the ability to build rapport.
• Clear, confident written communication.
• High motivation, flexibility and adaptability to changing priorities.
• Excellent attention to detail and ability to work swiftly under pressure.
• Foreign language skills desirable.
• Experience with a GDS or travel booking system desirable.
• Passion for walking holidays an advantage.

Benefits

• 50% discount on holidays across all our brands.
• Additional annual leave when you swap a plane for a train.
• Career pathing and continuing development opportunities.
• Workation up to 6 weeks per year and ability to work from anywhere.
• Two volunteer days each year.
• Well‑being resource hub and onsite classes – yoga, boxercise, annual steps challenge, employee assistance programmes, cashback health and dental plan.
• Hybrid working.
• Enhanced family leave allowances.

Equal Employment Obligations: Diversity is celebrated. We commit to respecting everyone, encouraging different thoughts and working with kindness.