Senior Holiday Operations Executive

at  Inntravel

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).
Working hours will be 5 days/week, Monday to Sunday on a rota basis.
Salary: £27,000
About the role:
Our 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.

This role will support the team leader in leading, coaching, training and motivating the Operations team. They will also have a focus on continuous improvement for the team utilising feedback from customers and the team.

• Support operations team leaders with daily leadership of the team and assist with day to day workflow management.
• Deal with escalated queries/complaints.
• Lead the team when the team leader is otherwise engaged or absent.
• Being a voice of continuous improvement providing feedback on opportunities and proactively sharing best practices.
• Understand development needs and provide coaching, training and support to team members.
• Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency.
• Facilitate and support on-boarding.
• Model the values and ways of working we would like to see from the team.

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

• Good interpersonal skills and ability to develop strong relationships with stakeholders.
• Good communication and written skills with a strong and confident telephone manner.
• Organised, with great time-management skills and an ability to multi-task.
• High level of computer literacy.
• Ability to apply your training/knowledge to establish the best solutions for customers, whilst also maintaining a commercial balance.
• Good working knowledge of Inntravel’s systems, policies and procedures.
• Planning and coordination skills in order to manage the day to day workflow management of the team.
• Able to demonstrate an interest in and experience of supporting others to develop in their role.
• An enthusiasm for Inntravel’s type of holiday.
• Pro-active, flexible ‘can do’ attitude and ability to thrive in a fast-paced work environment.
• A genuine ability and desire to provide the highest levels of service to customers and suppliers.
• Understands what needs to be done and shows drive and determination to deliver.
• Ability to work independently and prioritise multiple tasks in a fast-paced environment, whilst also appreciating when to escalate.
• Team player.
• Keen eye for detail and an ability to work swiftly and accurately under pressure.
• Highly motivated and flexible, willing to work outside the 0900-1730hrs norm when required.
• Trusted, open and honest.
• Inspires confidence in others.
• Resilient and able to cope under pressure.
• Self-starter who will take the initiative.
• Empowering by nature and upholds our company values.
• Passionate about travel.

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.
Job Type: Full-time
Pay: £27,000.00 per yea

• Support operations team leaders with daily leadership of the team and assist with day to day workflow management.
• Deal with escalated queries/complaints.
• Lead the team when the team leader is otherwise engaged or absent.
• Being a voice of continuous improvement providing feedback on opportunities and proactively sharing best practices.
• Understand development needs and provide coaching, training and support to team members.
• Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency.
• Facilitate and support on-boarding.
• Model the values and ways of working we would like to see from the team