Land Operations Executive

Specialist Holidays Group; Chester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Company Pension Scheme

22 days holiday rising to 25

Job summary

Specialist Holidays Group is seeking a Land Operations Executive to join the Product team in Chester. This hybrid role focuses on delivering excellent land-based customer service, resolving queries, and ensuring bookings are processed accurately.

You will manage phone and email inquiries, liaise with suppliers, and support the Manager with routine tasks while maintaining high levels of detail and efficiency.

Qualifications

• GCSE English and Maths Level 4 or above.
• Excellent numeracy and literacy skills.
• Ability to organise, prioritise and manage workload to tight deadlines.
• Team player with ability to work independently.

Responsibilities

• Handle land customer service queries and emails.
• Prioritise and action daily booking queues.
• Chase suppliers for documentation and confirmations.
• Resolve escalated issues and support crisis situations.
• Provide remote assistance to customers in-resort.
• Respond to telephone inquiries from Agents.

Skills

Excellent telephone manner

Numeracy and literacy

Organisation and prioritisation

Conflict resolution

Education

GCSE English and Maths: Level 4+

Tools

Microsoft Office (Word/Excel)

Job description

Land Operations Executive

Product·Specialist Holidays Group

Role

Land Operations Executive

Function

Product

Reports to

Land Operations Supervisor

Location

Chester (Hybrid following the completion of probationary period)

Contract type

Permanent, full time

About Specialist Holidays Group

Specialist Holidays Group (SHG) is a leading specialist travel group, bringing together a family of trusted, expert-led brands that create exceptional holidays for discerning travellers. Each brand combines deep destination knowledge with personalised, high-service experiences — expertise that sits at the heart of everything we do.

Our portfolio spans accessible luxury and cruise through Destination2 and Destination2Cruise; ultra-premium, bespoke travel through Sovereign Luxury Travel; the USA, Canada, Caribbean and Latin America through American Holidays; authentic Italy through Citalia; and great-value getaways through Holiday Gems. Together they share one promise: Travel. Expertly Delivered.

Purpose of the role

We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fast-paced 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.

Key responsibilities

• Manage and resolve customer queries, primarily land queries.
• Prioritise and action E-mails 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.

What we’re looking for

• 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

Personal Qualities and Qualifications

• 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)

Working with us

Join us and, in return, you’ll be rewarded with:

• Competitive executive salary and package
• Company Pension Scheme
• 22 days holiday rising 1 day per year (up to 25)
• Enhanced Pension
• Enhanced Maternity & Paternity
• Learning & Development Funding
• Friendly working atmosphere
• Company social events

Please note that all benefits are accurate as at the date of publication. Any changes will be notified to you upon joining the Company.