About the role
Our primary aim is to deliver the best possible service to our customers throughout their journey. In this role you will ensure the smooth running of holidays through detailed coordination and direct communication with suppliers and customers.
Key responsibilities
- Deliver excellent customer service by communicating effectively with customers and suppliers verbally and in writing.
- Confirm accommodation details to customers.
- Book flights, rail and ferries, taxis, entry tickets to tourist attractions and walking permits.
- Update holiday booking records in the system.
- Update accommodation availability in the system.
- Act as 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 occur, such as strikes or disruption to travel.
- Attend office‑based training on holiday destinations and travel to destinations to gain and build familiarity and knowledge.
- Serve on out‑of‑hours phone duty on a rota (4–5 times per year).
Working conditions
- This is a hybrid role with a minimum of 2 days per week in our Whitwell‑on‑the‑Hill office. Tuesdays and Wednesdays are mandatory office days.
- Access to your own transport is essential due to the remote location.
- This is a full‑time position; we discuss flexible working patterns (minimum 4 days per week). Additional pay applies for out‑of‑hours phone duty.
- Hours are 9am – 5:30pm Monday to Friday and 9am – 5pm Saturdays; 1–2 Saturdays per month and occasional Sundays on an ad‑hoc basis.
Qualifications and experience
- Strong customer service experience gained from a contact/call centre, hospitality, travel agency, reception or front‑of‑house environment.
- Experience working in an administration‑focused role.
- Skills with technology systems such as sales, reservation or booking systems.
- Experience using an online telephony system.
- Proficiency with Microsoft Office applications – Outlook, Excel, Word & Teams.
- Strong computer literacy and numerical accuracy.
- A genuine commitment to delivering the highest standard of customer service.
- Resilience and ability to stay calm, positive and solutions‑focused in a fast‑paced working environment.
- Strong telephone and interpersonal skills with the ability to build rapport with customers.
- Clear and confident written communication skills.
- High levels of motivation, flexibility and adaptability to changing priorities.
- Excellent attention to detail and ability to work swiftly and accurately under pressure.
- Foreign language skills are desirable.
- Experience with a GDS or travel booking system is desirable.
- A passion for and personal experience of walking holidays will be an advantage.
Benefits
- 50% discount on holidays across all our brands.
- Additional annual leave when you choose to swap a plane for a train.
- Career pathing and continuous development opportunities.
- Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world.
- 2 volunteer days each year to give back to what is important to you.
- A well‑being resource hub and on‑site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash‑back health and dental plan.
- Enhanced family leave allowances.
Holiday Operations Executive employer: Inntravel
Inntravel is an exceptional employer that prioritises employee well-being and personal growth, offering a range of benefits including generous holiday discounts, flexible working arrangements, and opportunities for career development. Our inclusive work culture fosters a sense of belonging, allowing you to thrive in a supportive environment while contributing to our mission of creating extraordinary travel experiences. Join us in our beautiful Whitwell-on-the-Hill location, where you can enjoy the tranquillity of nature while being part of a dynamic team dedicated to delivering the best walking holidays.
