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: £30,000 + bonus

About the role:

The primary aim is to deliver the best possible service to our customer throughout their journey and this is the key driver for everyone at Inntravel.

The Operations team ensure the smooth running of holiday operations through detailed coordination and direct communication with suppliers and customers, delivering exceptional service. Handling all aspects of customer communication from booking to return, managing queries, and resolving operational issues. Working within a unified team, they manage holiday arrangements as booked, resolve problems with suppliers, and maintain accurate records. With a focus on effective team-working, they contribute to maintaining supplier relationships, providing expert advice on complex queries, and ensuring the efficient operation of our holiday services. The key responsibility of this role is to lead, coach, train and motivate the team with a focus on continuous improvement.

• Mentor and support team members to achieve their personal and professional goals.
• Conduct regular one-on-one meetings to provide feedback and identify development opportunities.
• Develop and implement training programs to enhance team skills and knowledge.
• Lead initiatives to streamline processes and improve efficiency across the team.
• Encourage a culture of innovation and continuous learning.
• Analyze performance metrics to identify areas for improvement and implement actionable solutions.
• Oversee daily operations to ensure workflows are efficient and effective.
• Implement strategies to optimize team productivity and resource allocation.
• Monitor workload distribution and adjust as necessary to maintain balance and performance.
• Handle escalated customer queries and complaints promptly and professionally.
• Work closely with team members to resolve issues and ensure customer satisfaction.
• Identify trends in customer feedback and implement improvements to prevent recurrence.
• Set clear objectives and provide direction to ensure team alignment with company goals.
• Foster a collaborative and positive team environment that encourages open communication and teamwork.
• Recognize and celebrate team achievements to maintain high morale and motivation.
• Monitor team performance and provide constructive feedback to ensure high standards are maintained.
• Address performance issues promptly and professionally, implementing improvement plans as necessary.
• Define and communicate key performance indicators (KPIs) for the team.
• Track team performance against KPIs and implement strategies to achieve targets.
• Provide regular reports on team performance to senior management.

Working hours will include Saturdays based on a 5 working days in 7 contract and out of hours phone coverage on a rotational basis.    

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

• Supervisor or team leader experience, preferably within the travel or hospitality industry.
• Strong coaching and mentoring skills and ability to encourage high-performance.
• Excellent communication and interpersonal skills.
• Ability to drive change and have an understanding of continuous improvement practices.
• Strong analytical and problem-solving abilities.
• Experience in workflow management and handling customer queries and complaints.

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.