Sales & Customer Experience in Kingston upon Thames

Role Type: Full Time, Permanent

Location: Kingston Upon Thames (3 days per week)

Start Date: ASAP

The Role

As an Inside Sales Specialist, you will be the first point of connection between TruTravels and our future travellers. Your role is to inspire, guide and convert interest into unforgettable travel experiences. You’ll work closely with customers from their very first enquiry through to their departure, helping them choose the right tour, preparing them for their adventure, and ensuring they feel confident and excited every step of the way. This role blends sales, customer experience, and community building. You will be responsible for converting enquiries into bookings while also creating a smooth and engaging pre-departure journey for every traveller. You will collaborate closely with the wider TruTravels team including Marketing, Operations and Tour Leaders to ensure every traveller has an exceptional experience from the moment they first reach out to us.

Why Join Tru?

TruTravels exists to create experiences that go beyond the ordinary, for our travellers and for the people who build the brand behind the scenes. We’re a fast-moving, purpose-led company that believes work should be meaningful, collaborative, and challenging in the right ways. We care deeply about the experiences we create, the people we work with, and the impact we have on the world around us. At Tru, you’ll find real ownership, room to grow, and the opportunity to be part of something that’s constantly evolving. We encourage curiosity, back people to take responsibility, and support each other to raise the bar without losing the sense of fun and connection that makes this place special. If you’re looking for a place where you can do work that matters, be part of a genuine community and help build something that doesn’t settle for ordinary, you’ll feel right at home.

Responsibilities:

• Sales & Conversion

• Match travellers with the perfect tour based on their interests, needs, and budget.
• Convert enquiries by following up promptly and professionally.
• Understand weekly/monthly targets and contribute actively to team performance.
• Support last-minute bookings and help secure spots for travellers eager to go.

• Prepare travellers with everything they need pre-departure: visa guidance, flight advice, airport tips, packing essentials and more.
• Send warm, engaging welcome communications and guide travellers through their account area.
• Schedule welcome calls to personally introduce them to the Tru experience.
• Collect missing customer details (flights, insurance, passport info).

• Be available via phone, email, and live chat to answer enquiries and resolve issues with calm, solutions-focused energy.
• Troubleshoot account or login issues so the pre-trip experience is smooth and stress-free.
• Support travellers during their trip, escalating to global Operations where required.

• Build energy and excitement in group chats, helping travellers connect before their adventure begins.
• Keep all pre-departure info accurate, engaging, and relevant for every destination.
• Assist with post-trip review collection and keep the magic going after their tour.

• Coordinate closely with global Operations teams and ensure Tour Leaders receive all required info for each departure.
• Communicate travellers need to clearly support seamless on-tour execution.
• Provide insights to the Marketing team around customer preferences, messaging effectiveness, and traveller pain points.

Commission / Targets:

This role includes sales performance targets.

Ad hoc:

Support the wider team with ad hoc tasks as needed to ensure a seamless end-to-end customer journey.

What success looks like:

• Consistently converting enquiries into confirmed bookings.
• Delivering an exceptional and personalised customer experience.
• Building genuine connections with travellers before they depart.
• Achieving or exceeding sales targets.
• Ensuring travellers feel excited, confident and well prepared for their trip.
• Collaborating effectively with internal teams to deliver seamless tour departures.
• Contributing to a positive and energetic team culture.

About You:

You are someone who thrives on connecting with people and helping them plan exciting experiences. You are naturally enthusiastic, organised and motivated by achieving results while maintaining a high standard of customer care.

Experience & Skills:

• Experience in sales, travel sales, customer service or a similar client-facing role.
• Strong communication and relationship-building skills.
• Ability to confidently convert enquiries into bookings.
• Highly organised with strong attention to detail.
• Comfortable working in a fast-paced environment.
• Ability to multitask and manage multiple conversations simultaneously.
• A solutions-focused mindset when handling customer queries or issues.

Personal Attributes:

• Passion for travel and creating meaningful experiences.
• Energetic, positive and naturally engaging with people.
• Self-motivated and target driven.
• Team-oriented with a collaborative mindset.
• Adaptable and comfortable in a dynamic environment.
• Previous experience in the travel industry is beneficial but not essential.

We’re All About Diversity, Inclusion, Belonging and Fair Opportunity:

We are committed to building a team that reflects the diverse communities we serve. We believe that a wide range of perspectives, backgrounds and experiences makes us stronger and drives innovation. We actively encourage applications from candidates of all backgrounds. We are dedicated to fostering an environment where everyone feels respected, valued and empowered to thrive. If you are excited about this role but your experience doesn’t align perfectly with every qualification and experience listed, we encourage you to apply anyway.

How to Apply:

Send your CV and motivation letter to us. If you haven’t heard from us within 3 weeks, please consider your application unsuccessful this time around, but we appreciate you putting yourself forward.