Land Operations Executive

Our customers book dreams and it’s our job to ensure we turn those dreams into reality. It doesn’t matter at what point in your career you are with us, which department you work for or where you are based, every team member plays their own crucial part in achieving our Belief “Everyone Deserves a Little Luxury”.

We have strong values that drive our ambition of becoming one of the largest tour operator groups in the UK travel sector and are looking for people who will be excited to help drive business growth. If you are entrepreneurial in spirit, creative in your thinking, and always ready to go the extra mile then we want you onboard.

We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fastpaced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom. This role is largely focused towards land customer service queries.

• Manage and resolve customer queries, primarily land queries.
• Prioritise and action Emails effectively.
• Action daily booking queues.
• Chase relevant suppliers for documentation/confirmation.
• Check and update documentation for specialist bookings.
• Effectively manage and resolve escalated issues.
• Crisis situations support.
• Fulfil any critical support as directed by Manager.
• Handle incoming calls from Agents regarding documentation and Admin queries.
• Investigate booking anomalies and irregularities.
• Ensure telephone enquiries are dealt with in a helpful and precise manner ascertaining requirements.
• Provide remote assistance to customers in-resort to fully investigate and resolve their issues / queries
• Confirming on-request bookings quickly and efficiently to increase revenue for the company.
• Dealing effectively with accommodation changes to reach a satisfactory outcome for customers and the business.

• Excellent telephone manner
• Skilful with Microsoft Office (Word / Excel)
• Able to create solutions & identify areas for improvement in procedure
• Excellent numeracy and literacy skills
• Ability to organise, prioritise, and manage own workload efficiently to tight deadlines
• Manage a diverse range of duties at one time
• Experience in dealing with conflict resolution

• Great attention to detail and accuracy
• A flexible and adaptable approach to work
• Excellent team player with the ability to work independently

• GCSE English and Maths: Level 4 or above (or equivalent)