Inntravel is a widely respected, leading provider of ‘at your own pace’ self-guided walking, cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from long-term investment to achieve ambitious growth targets, deliver digital transformation projects and retain our place as market leader in the self-guided walking holiday market.

You will be part of our bright future, our mission envisions our holidays serving as catalysts for personal growth, environmental awareness, and fostering meaningful connections with both nature and people. Join us on our journey, creating extraordinary travel experiences for all.

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

• Enjoy 50% discount on holidays across all our brands for you and your family or friends
• 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
• Hybrid and home based roles
• Enhanced family leave allowances

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Due to the beautiful remote location, access to your own transport is essential. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £24,200 + bonus

Working hours will be 37.5 over 7 days a week on a rota basis.  

About the role:

Our primary aim at Inntravel is to deliver the best possible service to our customers throughout their journey. As Operations Executive, you will ensure the smooth running of holiday operations through detailed coordination and direct communication with suppliers and customers, delivering exceptional service. You will handle all aspects of customer communication from booking to return, manage queries, and address operational issues. Working within a unified team, you will manage holiday arrangements as booked, resolve problems with suppliers, and maintain accurate records. With a focus on effective team-working, you will contribute to maintaining supplier relationships, providing expert advice on complex queries, and ensuring the efficient operation of our holiday services. The role is essential in ensuring that all processes involved in reserving and delivering holidays are carried out smoothly and efficiently.

• Provide specialist advice to the Sales Team on products to facilitate the sales process.
• Deliver excellent customer service by communicating effectively with customers to book travel and confirm holiday plans, ensuring they are clear about what to expect.
• Address any pre-holiday changes requested by customers and book any outstanding elements of the holiday before sending confirmation.
• Maintain accurate and up-to-date records of bookings and obtain confirmation for outstanding holiday elements as they reach their booking window.
• Co-ordinate with suppliers to book and ticket customer travel arrangements and manage accommodation bookings.
• Maintain an accurate record of supplier availability and communicate this to the business.
• Handle ticketing queries and assist with any issues that arise during travel, liaising with both customers and suppliers as needed.
• Resolve any operational issues that necessitate changes to confirmed itineraries and address any issues arising while customers are on holiday.
• Ensure accuracy and completeness of all reports sent to suppliers and issue timely and accurate written confirmation/cancellation information to customers.
• Continuously enhance product knowledge through research, briefings, and familiarisation visits, and assist with product maintenance tasks as needed.
• Participate in the Saturday and customer out-of-hours helpline rotas.
• Flexible working hours required during peak operational periods throughout the year.

Am I the right person?  We are looking for your application to demonstrate:

• A genuine ability and desire to provide the highest levels of service to customers and suppliers.
• An enthusiasm for walking and/or cycling.
• Excellent telephone and interpersonal skills with an ability to work effectively in a team.
• Good written skills.
• Highly motivated and flexible.
• High level of computer literacy and numeracy.
• Keen eye for detail and an ability to work swiftly and accurately under pressure.

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Inntravel is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.