Crew Liaison in London

Brand:

Global Touring (Topdeck, Back-Roads & Grasshopper Adventures)

Position:

Crew Liaison

Location Base:

Hybrid (office location is in Chiswick, London)

Reporting to:

Operations Manager

Contract:

Permanent
Being a part of the Global Touring team means you will have the opportunity to inspire travellers through life changing travel experiences. We have three dynamic brands – Topdeck Travel, Back-Roads Touring & Grasshopper Adventures – and each cater to different customer segments in unique ways. At Global Touring (GT), we enjoy meeting new people, experiencing other cultures and embracing our differences. We are looking for someone to join the team that aligns perfectly with our organisation vision and values... if this sounds like you then keep reading!
The Crew Liaison is crucial in assisting with the delivery on the Global Touring vision of the best Global Touring experience every time, for everyone. Reporting into the Operations Manager, this role assists with leading our remote working crew to achieve operational excellence. This role has an overall responsibility to ensure our customers have a safe, smooth and enjoyable experience and req

Key Responsibilities

Pre-Season Preparation

• Oversee all aspects of trip/tour preparation to ensure readiness for the operating season. This includes crew uniform orders, start-of-season logistics, crew resource planning, and updating trip notes.
• Ensure all returning crew are fully briefed and up to date with any changes ahead of the season.
• Support the crew contracting process to ensure all team members are fully contracted and onboarded before the season starts.
• Create and maintain crew profiles and assign crew to trips in Travel Studio, ensuring all data is accurate and up to date prior to departure.
• Assist with crew recruitment and coordinate the delivery of training trips.
• Collaborate with the Operations Team to produce and maintain trip/tour manuals that align operational objectives with master itineraries.
• Assist in executing brand strategies across tour operations.

In-Season Operations

• Maintain and regularly update the Crew SharePoint site to provide accurate information and support for crew during trip operations.
• Support ongoing crew communications, including contributing to the development of a communication plan and calendar to keep teams informed and engaged.
• Support general tour administration and day-to-day operations to ensure the successful delivery of trips and tours.
• Provide timely communication to the Product Team regarding any on-tour supplier issues and assist in resolving them.
• Participate in the on-call operations phone rota, including handling emergency calls and operational issues outside of office hours.

Incident, Crisis & Customer Management

• Manage and track all incidents and trip/tour reports, ensuring follow-up actions are taken where required.
• Be an active member of the crisis management team when a crisis arises.
• Assist the Customer Relations team with investigating and responding to customer complaints.

General Operations & Continuous Improvement

• Contribute to a strong Operations Team culture focused on quality, brand consistency, and crew morale.
• Support the rollout and integration of new systems, tools, and procedures to improve operational efficiency and delivery.
• Take part in strategic and day-to-day operational planning to ensure Global Touring achieves consistent operational excellence.

Required Experience & Skills

• A solutions-focused mindset with a drive to enhance operational efficiency within Global Touring operations.
• Strong relationship management and interpersonal skills.
• Experience in crisis management; on-ground crew experience is highly desirable.
• At least 2 years of experience in travel, tour leading, or operations.
• Confident decision-maker with sound judgment and high integrity.
• Strong communication skills to clearly convey company culture and values to crew.

Key Attributes & Behaviours

• Destination knowledge – Strong understanding of the geographical, cultural, and historical aspects of Global Touring destinations; extensive travel experience is essential.
• Leadership & communication – Ability to inspire and motivate teams, especially remote workers. Clear in setting expectations and holding others accountable.
• HR & people development – Familiarity with HR best practices and a desire to coach and support crew development.
• Customer-focused – Always places the customer at the centre of decisions, with a passion for delivering exceptional experiences.
• Highly organised – Skilled in planning, project management, and time management. Financial awareness and problem-solving mindset.
• Resilience under pressure – Capable of managing multiple priorities, resolving conflicts, and navigating crisis situations effectively.
• Passion for travel – A love for exploring the world and sharing that enthusiasm with others.

Other role expectations:

• There is a requirement to answer phone calls out of hours on rotational coverage of Operations phone
• Due to peak tourism periods, some restriction of annual leave is in place from May to September.

Global Touring Values

Our values aren’t just words on a page. They’re the backbone; the steering wheel; the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient combines to achieve the rich consistency fueling the soul of Global Touring.

Stay Curious: We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.

Choose Transparency: We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.

Don’t pass the buck: If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.

Together we go further: Across oceans and office desks, it’s more than a love for travel that keeps us connected. There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.

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