Operations Executive

Inntravel; York and North Yorkshire; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

50% discount on Inntravel holidays

Additional annual leave for rail trips

Career development opportunities

Workation up to 6 weeks/year

Volunteer days

Well-being resources and health plan

Enhanced family leave

Job summary

Inntravel, Whitwell-on-the-Hill, is seeking a full-time Customer Service Associate to coordinate holidays, communicate with suppliers and customers, and manage bookings. The role requires strong customer service, administration, and ICT skills, with hybrid working and regular office days on Tuesdays and Wednesdays.

Hours are 9am–5:30pm (Mon–Fri) with 9am–5pm on Saturdays; occasional Sundays and 4–5 on-call shifts per year. Transport is essential due to location.

Qualifications

• Experience in customer service roles such as contact centre, hospitality, travel agency, or reception/front of house.
• Experience in administration-focused roles.
• Proficiency with technology systems including sales/reservations/booking platforms.
• Experience using an online telephony system.
• Strong skills with Microsoft Office (Outlook, Excel, Word, Teams).
• Strong numerical accuracy and computer literacy.
• Clear written communication and customer-focused mindset.
• Ability to stay calm, flexible, and solutions-focused in a fast-paced environment.

Responsibilities

• Deliver excellent customer service by communicating with customers and suppliers via phone and written channels.
• Confirm accommodation details with customers.
• Book flights, rail, ferries, taxis, and entry tickets.
• Update holiday bookings and accommodation availability in the system.
• Be the first point of contact for customers on holiday with queries.
• Issue invoices to customers.
• Make changes to holidays during disruption (strikes, delays).
• Attend office-based training and travel to destinations to build knowledge.
• Out of hours phone duty on a rota (4–5 times per year).

Skills

Customer service

Administration

Communication

Tools

Booking systems

Online telephony system

Microsoft Office

GDS / travel booking systems

Job description

Inntravel is leading the way in walking holidays - that’s because we’ve walked every step, eaten at every restaurant, and slept in every hotel. For 40 years we have been uncovering and curating the most remarkable locations around Europe. Whether it’s a gentle walk along the South Devon coast, or a hike through the hill-top towns of Tuscany, Inntravel will guide you on a walk that’s worth it. Sustainability and responsible tourism is at the core of everything we do and should be a passion for all of our people.

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 off of Inntravel holidays and across our sister brands

• 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, online lunchtime yoga classes, annual Steps challenge, employee assistance programmes, cash back health and dental plan

• Hybrid working

• Enhanced family leave allowances

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Tuesdays and Wednesdays are mandatory office days. 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: £26,227.50 p.a. + out of hours on-call payments

About the role:

Our primary aim at Inntravel is to deliver the best possible service to our customers throughout their journey. In this role you will ensure the smooth running of holidays through detailed coordination and direct communication with suppliers and customers. Delivering first class customer service every step of the way.

• Deliver excellent customer service by communicating effectively with customers and suppliers verbally and in writing.

• Confirm accommodation details to customers.

• Book flights, rail and ferries, taxis, entry tickets to tourist attractions and walking permits.

• Update holiday booking records in system.

• Update accommodation availability in system.

• Be the first point of contact for customers when they are on holiday with queries.

• Issue invoices to customers.

• Making changes to customers holidays when unexpected issues happen, such as strikes and disruption to travel.

• Attend office based training on holiday destinations and travel to holiday destinations to gain and build familiarisation and knowledge.

• Out of hours phone duty on a rota (4 or 5 times per year)

Hours are 9am - 5.30pm, Monday to Friday and 9am to 5pm on Saturdays. You will be required to work 1-2 Saturdays per month (and very occasional Sundays on an ad-hoc basis). There is also additional pay for out of hours phone duty.

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

• Strong customer service experience gained from a contact/call centre, hospitality, travel agency, reception/front of house environment.

• Experience of working in administration focused role.

• Skills with technology systems such as sales/reservations/booking systems.

• Experience of using an online telephony system.

• Skilled with using Microsoft Office applications – Outlook, Excel, Word & Teams.

• Strong computer literacy and numerical accuracy.

• A genuine commitment to delivering the highest standard of customer service.

• Resilience and the ability to stay calm, positive, and solutions-focused in a fast-paced working environment.

• Strong telephone and interpersonal skills, with the ability to build rapport with customers.

• Clear and confident written communication skills.

• High levels of motivation, flexibility, and adaptability to changing priorities.

• Excellent attention to detail and the ability to work swiftly and accurately under pressure.

• Foreign language skills are desirable.

• Experience with using a GDS or travel booking systems is desirable.

• A passion for, and personal experience of walking holidays will be an advantage.

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.