Operations Executive

Inntravel | B Corp™; York and North Yorkshire; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

50% holiday discount at Inntravel and

Extra annual leave for train travel

Career development

Workation up to 6 weeks/year

Volunteer days

Wellbeing resources

Hybrid working

Enhanced family leave

Job summary

Inntravel is seeking a customer-focused administrator to ensure smooth holiday operations. You will coordinate bookings, confirm details with customers and suppliers, and handle inquiries with precision and warmth.

Responsibilities include updating systems, booking transport and attractions, invoicing, and supporting travel disruptions. A hybrid role with 2 mandatory in-office days and potential out‑of hours duties, in a beautiful Whitwell-on-the-Hill setting.

Qualifications

• Strong customer service experience from a contact/call centre, hospitality, travel agency, or reception/front of house environment.
• Experience in an administration focused role.
• Skills with technology systems such as sales/reservations/booking systems.
• Experience of using an online telephony system.
• Proficiency in Microsoft Office: Outlook, Excel, Word & Teams.
• High numerical accuracy and computer literacy.
• Commitment to delivering high levels of customer service.
• Resilience and adaptability in a fast-paced environment.
• Strong telephone and interpersonal skills with customers.
• Clear written communication and attention to detail.
• Foreign language skills are desirable.
• Experience with travel booking systems or a GDS is desirable.

Responsibilities

• 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, attraction tickets, and walking permits.
• Update booking records 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 disruptions or strikes.
• Attend office training and gain knowledge of destinations.
• Out of hours phone duty on a rota (4–5 times per year).

Skills

Customer service

Administration experience

Booking systems

Online telephony

Microsoft Office

Attention to detail

Communication skills

Flexibility

Languages desirable

Tools

GDS

Travel booking systems

Online telephony system

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.

Benefits

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.

Since 1984 Inntravel has led the way in self-guided holidays. On an Inntravel holiday, the customer sets the pace whilst experiencing carefully designed routes that show off the best of the natural world. Inntravel delivers wow moments that are rich in awe and wonder. For over 40 years, Inntravel has been creating cherished holiday memories, and we're only just getting started.