Are you passionate about travel and love helping customers create unforgettable experiences? Are you highly organized with a knack for solving problems? If this sounds like you, we’d love to have you on our Tailormade team as a
Customer Operations Executive ! American Holidays ,
Citalia , and
Sovereign
are award-winning tailor-made Tour Operators who have been creating custom journeys for up to 130 years. With destinations to choose from around the world, the journey we care most about is the one that’s on our customer’s wish list. From cultural tours, city breaks, 5* beach holidays, castaway island adventures, or beaches to North American city breaks, fly drives, road trips, escorted tours, and cruises, we transform travel ideas into unforgettable holiday experiences! Working With Us
Competitive basic salary and benefits Contributory Pension scheme Career progression opportunities Flexible hybrid and remote working patterns Various employee discounts and travel opportunities The Role
This is a flexible working opportunity. You can choose to work remotely, or, if you live within commuting distance of our Crawley, West Sussex office, opt for a hybrid arrangement. This is a full-time role, 37.5 hours per week. To ensure excellent coverage for our customers, you'll work one Saturday every three weeks, with a weekday off in return. Additionally, we operate an Out-of-Hours on-call roster, and we'd be happy to share more details about this as part of the recruitment process. What you will be doing
After-Sales and Sales Support Manage quoting amendments, cancellations, re-invoicing, and sales leads to ensure accuracy and customer satisfaction. Liaise with suppliers for confirmations, pricing, availability, and special needs, ensuring smooth and tailored customer experiences. Identify and analyse trends in common issues, implementing solutions to enhance guest experiences and streamline operations. Upsell travel extras such as excursions, car hire, and airport lounges to add new value to customer bookings. Use booking systems for all holiday elements and manage multiple email inboxes to maintain seamless communication. Conduct thorough quality checks on bookings within 72 hours and provide feedback on errors to relevant teams. Operations Ensuring that any pre-departure and in-resort issues that impact a customer’s holiday is dealt with in a seamless and efficient manner whilst exceeding customer satisfaction Manage a flight or accommodation involuntary changes Manage schedule change queues on Amadeus and schedule changes sent to us from our low cost airline providers. Carrying out Manual ticketing, manual re-issues and manual Fare Building when necessary Liaise with internal departments and external suppliers to resolve any issues and advise them regarding trends, quality issues or areas of concern to ensure these are acted upon Play an active role in the Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis by communicating with customers and ensuring you follow all set policies and procedures Out-of-hours service coverage every 4-5 weeks, with extra salary, and bonus payments for a commitment of 12 months:
112.5 hours per week on call, 1 week per month as a maximum, still work normal hours Overseas Manage and support relationships with DMCs, serving as the primary UK point of contact and driving continuous process improvements. Ensure the timely booking of third-party products and the accurate dispatch of documentation, adhering to set guidelines. Run and action dispatch and administration reports while professionally handling customer and departmental enquiries. Customer Relations & Health & Safety Supervise and respond to customer H&S complaints and incidents, assisting with investigations and embedding lessons learned within the business. Investigate and respond to post-holiday complaints, collaborating closely with suppliers for recovery and compensation. Identify and call out legal, H&S, and liability issues, providing comprehensive feedback and action plans to improve service quality. What we are looking for
Excellent Communication Skills:
Ability to interact effectively with customers and suppliers, delivering exceptional service, with excellent written and verbal skills to communicate via email and over the phone Problem-Solving Abilities:
Skilled at resolving issues efficiently Attention to Detail:
Meticulous in ensuring accuracy and quality, especially when using computer systems Great Teammate:
Works well collaboratively and supports team goals GDS experience:
Excellent GDS Amadeus skills including the ability to manually issue and reissue Amadeus tickets, via the Native Amadeus system cryptic entries. Tech Savvy:
Proficient with MS applications such as Teams and Outlook Flexibility:
Able to work across various functions and adapt to changing needs Availability:
Willingness to work 1 in 3 Saturdays Our dedication to equity, diversity & inclusion
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions. Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion. To request accommodations, please contact our team at Talent@Travelopia.com #LI-VS1 #LI-REMOTE
#J-18808-Ljbffr
Customer Operations Executive ! American Holidays ,
Citalia , and
Sovereign
are award-winning tailor-made Tour Operators who have been creating custom journeys for up to 130 years. With destinations to choose from around the world, the journey we care most about is the one that’s on our customer’s wish list. From cultural tours, city breaks, 5* beach holidays, castaway island adventures, or beaches to North American city breaks, fly drives, road trips, escorted tours, and cruises, we transform travel ideas into unforgettable holiday experiences! Working With Us
Competitive basic salary and benefits Contributory Pension scheme Career progression opportunities Flexible hybrid and remote working patterns Various employee discounts and travel opportunities The Role
This is a flexible working opportunity. You can choose to work remotely, or, if you live within commuting distance of our Crawley, West Sussex office, opt for a hybrid arrangement. This is a full-time role, 37.5 hours per week. To ensure excellent coverage for our customers, you'll work one Saturday every three weeks, with a weekday off in return. Additionally, we operate an Out-of-Hours on-call roster, and we'd be happy to share more details about this as part of the recruitment process. What you will be doing
After-Sales and Sales Support Manage quoting amendments, cancellations, re-invoicing, and sales leads to ensure accuracy and customer satisfaction. Liaise with suppliers for confirmations, pricing, availability, and special needs, ensuring smooth and tailored customer experiences. Identify and analyse trends in common issues, implementing solutions to enhance guest experiences and streamline operations. Upsell travel extras such as excursions, car hire, and airport lounges to add new value to customer bookings. Use booking systems for all holiday elements and manage multiple email inboxes to maintain seamless communication. Conduct thorough quality checks on bookings within 72 hours and provide feedback on errors to relevant teams. Operations Ensuring that any pre-departure and in-resort issues that impact a customer’s holiday is dealt with in a seamless and efficient manner whilst exceeding customer satisfaction Manage a flight or accommodation involuntary changes Manage schedule change queues on Amadeus and schedule changes sent to us from our low cost airline providers. Carrying out Manual ticketing, manual re-issues and manual Fare Building when necessary Liaise with internal departments and external suppliers to resolve any issues and advise them regarding trends, quality issues or areas of concern to ensure these are acted upon Play an active role in the Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis by communicating with customers and ensuring you follow all set policies and procedures Out-of-hours service coverage every 4-5 weeks, with extra salary, and bonus payments for a commitment of 12 months:
112.5 hours per week on call, 1 week per month as a maximum, still work normal hours Overseas Manage and support relationships with DMCs, serving as the primary UK point of contact and driving continuous process improvements. Ensure the timely booking of third-party products and the accurate dispatch of documentation, adhering to set guidelines. Run and action dispatch and administration reports while professionally handling customer and departmental enquiries. Customer Relations & Health & Safety Supervise and respond to customer H&S complaints and incidents, assisting with investigations and embedding lessons learned within the business. Investigate and respond to post-holiday complaints, collaborating closely with suppliers for recovery and compensation. Identify and call out legal, H&S, and liability issues, providing comprehensive feedback and action plans to improve service quality. What we are looking for
Excellent Communication Skills:
Ability to interact effectively with customers and suppliers, delivering exceptional service, with excellent written and verbal skills to communicate via email and over the phone Problem-Solving Abilities:
Skilled at resolving issues efficiently Attention to Detail:
Meticulous in ensuring accuracy and quality, especially when using computer systems Great Teammate:
Works well collaboratively and supports team goals GDS experience:
Excellent GDS Amadeus skills including the ability to manually issue and reissue Amadeus tickets, via the Native Amadeus system cryptic entries. Tech Savvy:
Proficient with MS applications such as Teams and Outlook Flexibility:
Able to work across various functions and adapt to changing needs Availability:
Willingness to work 1 in 3 Saturdays Our dedication to equity, diversity & inclusion
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions. Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion. To request accommodations, please contact our team at Talent@Travelopia.com #LI-VS1 #LI-REMOTE
#J-18808-Ljbffr
