Land Operations Executive

Travel Trade Recruitment; Chester; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Competitive salary and benefits

Hybrid working from Chester

Company pension scheme

22 days' holiday, rising to 25

Learning & Development funding

Friendly and supportive environment

Company social events

Career development opportunities

Job summary

Travel Trade Recruitment is seeking a Land Operations Executive to join a busy specialist travel business in Chester. You will manage land arrangements, handle customer queries, liaise with suppliers and support customers before and during holidays, staying calm under pressure and solving problems.

You’ll need excellent communication, strong organisational skills, and a proactive, service-focused mindset with attention to detail. Hybrid working in Chester is offered.

Qualifications

• Excellent communication and customer service.
• Strong organisational and time-management abilities.
• Attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.
• Experience with conflict resolution and customer issues.
• Good working knowledge of Microsoft Office.

Responsibilities

• Manage and resolve customer queries related to land arrangements.
• Prioritise and action incoming emails efficiently.
• Oversee daily booking queues and ensure timely actions.
• Liaise with suppliers to chase documentation and confirmations.
• Check and update documentation for specialist bookings.
• Investigate escalated issues and resolve them effectively.
• Provide remote assistance to customers in resort when possible.
• Handle calls from travel agents regarding documentation and administration.
• Investigate booking anomalies and discrepancies.

Skills

Customer service

Organisational skills

Problem solving

Communication skills

Education

GCSE English and Maths

Tools

Microsoft Word

Microsoft Excel

Job description

Do you have a passion for travel and delivering exceptional customer service?

My client are looking for a Land Operations Executive to join a busy and growing specialist travel business, supporting customers and travel agents with a wide range of land-based queries and operational requirements.

This is a fantastic opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving and takes pride in providing a personal, professional service that leaves customers with a positive experience.

The Role

As a Land Operations Executive, you'll play a key role in ensuring bookings run smoothly from an operational and customer-service perspective.

You'll be responsible for managing customer queries, investigating booking issues, liaising with suppliers and providing support to customers both before and during their holidays.

You'll need to be highly organised, calm under pressure and confident finding solutions - particularly when dealing with more complex or escalated situations.

Key Responsibilities

• Manage and resolve customer queries, primarily relating to land arrangements.
• Prioritise and action incoming emails efficiently.
• Manage daily booking queues and ensure actions are completed within required timescales.
• Liaise with suppliers to chase documentation, confirmations and outstanding information.
• Check and update documentation for specialist bookings.
• Investigate and resolve escalated customer issues effectively.
• Provide support during crisis situations when required.
• Handle incoming calls from travel agents regarding documentation and administration queries.
• Investigate booking anomalies, discrepancies and irregularities.
• Deal with telephone enquiries professionally, accurately and efficiently, ensuring customer requirements are fully understood.
• Provide remote assistance to customers while they are in resort, investigating and resolving issues wherever possible.
• Confirm on-request bookings quickly and efficiently.
• Manage accommodation changes and work with customers, suppliers and the business to reach satisfactory outcomes.
• Provide additional operational support as directed by management.

About You

My client are looking for someone who combines excellent customer service skills with strong organisational and problem-solving abilities.

You'll ideally have experience within travel, tourism, customer service, operations or a similar fast-paced environment, although the most important thing is that you have the right attitude and transferable skills.

You’ll be:

• A confident communicator with an excellent telephone manner.
• Customer-focused and committed to delivering a high level of service.
• Highly organised, with the ability to prioritise your workload and meet tight deadlines.
• Comfortable managing multiple tasks and competing priorities.
• Naturally proactive, with a positive and solutions-focused approach.
• Confident dealing with challenging conversations and conflict resolution.
• Highly accurate with excellent attention to detail.
• Comfortable working independently while also being a strong team player.
• Flexible and adaptable when priorities change.
• Confident using Microsoft Office, particularly Word and Excel.
• Numerate and literate, with excellent written and verbal communication skills.
• Someone who looks for ways to improve processes and identify better ways of working.

What We’re Looking For

Essential:

• Excellent communication and customer service skills.
• Strong organisational and time-management abilities.
• Excellent attention to detail and accuracy.
• Ability to work effectively under pressure and to tight deadlines.
• Experience managing conflict and resolving customer issues.
• Good working knowledge of Microsoft Office.
• GCSE English and Maths at Grade 4 or above, or equivalent.

What's On Offer?

In return for your hard work and commitment, you'll receive:

• Competitive salary and benefits package.
• Hybrid working from Chester.
• Company pension scheme.
• Enhanced pension contributions.
• 22 days' holiday, increasing by 1 day per year up to 25 days.
• Enhanced maternity and paternity benefits.
• Learning & Development funding.
• Friendly and supportive working environment.
• Company social events.
• Opportunities to develop your career within a growing specialist travel business.

Ready for your next challenge?

If you’re a highly organised, customer-focused individual who enjoys solving problems and making a real difference to the customer experience, we’d love to hear from you.