Travel Operations Support Assistant

DERTOUR UK; Dorking; Ibrido; GBP 23.000 - 27.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Hybrid working 2 days home

Pension scheme (company matched)

25 days holiday + bank holidays

Travel insurance (partner/family)

Free onsite parking

Perkbox credits

Eye tests

Cycle to work

Descrizione del lavoro

Kuoni, part of DERTOUR UK, is seeking an organised Operations Support Assistant to help run the travel operations in Dorking. Hybrid role with three days in the office and two at home, Monday to Friday, supporting customers before and during travel and working with suppliers to resolve issues.

You’ll coordinate updates, manage product information, monitor queues, produce reports and help drive process improvements, including automation and smart use of AI tools.

Competenze

• Excellent customer service and communication skills.
• Strong organisation and administration skills.
• High level of accuracy and attention to detail.
• Proactive, practical approach to problem-solving.
• Ability to manage competing priorities and meet deadlines.
• Confidence working with data, reports and operational systems.
• Good Excel and stakeholder collaboration abilities.

Mansioni

• Support the day-to-day running of the Operations function with accurate, efficient work.
• Resolve pre-travel and in-resort operational issues, minimising disruption.
• Communicate pre-departure changes clearly to customers.
• Work with suppliers and teams to investigate and resolve issues.
• Support stores and expert hubs with queries and booking amendments.
• Monitor work queues, prioritise tasks and respond to correspondence.
• Coordinate the errata process and maintain accurate records.
• Produce reports and suggest improvements to reduce risk and enhance the customer experience.
• Assist projects focused on process improvement, automation and AI usage.
• Respond to emergencies or crisis situations as required.

Conoscenze

Customer service

Communication

Organisation

Attention to detail

Problem solving

Data handling

Excel

Stakeholder collaboration

Strumenti

Microsoft Office

TravelBox

Galileo

Microsoft Dynamics

Descrizione del lavoro

Hours & Location: Hybrid - Dorking, Full Time, Monday to Friday (3 days required in office per week)

We live and love travel, do you?

Behind every unforgettable Kuoni holiday is a team making sure the details are taken care of. If you’re organised, proactive and love finding solutions, you could be just who we’re looking for.

Role Overview

We’re looking for an organised, solutions-focused Operations Support Assistant to join our Operations team in Dorking. This is a varied role where you’ll help keep everything running smoothly, support customers before and during their travels, and work with teams and suppliers to resolve operational issues quickly and effectively.

You’ll also play an important part in protecting the quality and accuracy of our holidays. From coordinating updates and correcting product information to identifying recurring issues and helping improve our processes, you’ll have the opportunity to make a genuine difference to both the customer experience and the way we work.

What you’ll be doing

• Supporting the day-to-day running of the Operations function and ensuring work is completed accurately and efficiently
• Helping to resolve pre-travel and in-resort operational issues, with a focus on minimising disruption for our customers
• Communicating with customers about important pre-departure changes in a clear, professional and reassuring way
• Working closely with suppliers, overseas partners and teams across Kuoni to investigate and resolve issues
• Supporting our retail stores and Expert Hub teams with operational queries and booking amendments
• Monitoring operational work queues, prioritising tasks and responding to correspondence
• Coordinating the errata process, ensuring product, supplier and operational information is corrected promptly
• Maintaining accurate records and helping to identify recurring issues, trends and root causes
• Producing reports and recommending practical improvements that reduce operational risk and enhance the customer experience
• Supporting projects focused on process improvement, automation and the effective use of AI tools
• Helping the team respond to emergency or crisis situations when required

The role includes working Saturdays on a rotational basis and providing occasional out-of-hours Duty Office cover.

About you

You’ll be someone who enjoys bringing order to busy situations, working through problems and finding the right solution. You’ll be comfortable managing several priorities at once, communicating with different people and taking ownership of accurate, detailed work.

We’d love to hear from you if you have:

• Excellent customer service and communication skills
• Strong organisation and administration skills
• A high level of accuracy and attention to detail
• A proactive, practical approach to problem-solving
• The ability to manage competing priorities and meet deadlines
• Confidence working with data, reports and operational systems
• Strong analytical skills and an ability to recognise patterns or recurring issues
• Good Microsoft Office skills, particularly Excel
• A collaborative approach and confidence working with a range of stakeholders
• An interest in improving processes and exploring how automation and AI can support better ways of working

Experience within travel operations would be an advantage, as would knowledge of TravelBox, Galileo, Microsoft Dynamics, Package Travel Regulations or ABTA guidelines. However, we’re equally interested in your transferable skills, your approach to customer service and your willingness to learn.

Why Kuoni?

Kuoni is part of DERTOUR UK and one of the UK’s most recognised premium travel brands. We create holidays to more than 90 destinations around the world, combining expert knowledge with personal service and genuine care for our customers.

This is a great opportunity to join a friendly and experienced team, develop your knowledge of travel operations and contribute ideas that help us continuously improve. If you’re curious, customer-focused and ready to build a career with a brand that cares to the core, we’d love to hear from you.

In return you’ll the receive the following:

• Competitive salary
• Opportunity to work for the ‘Best Place to work in Travel’, with like-minded colleagues - in a modern and fun office.
• Flexible hybrid working, offering 2 days to work from home a week
• Company matched pension scheme, we'll match up to 5%
• 25 days holiday, plus bank holidays (increases with length of service)
• Free annual travel insurance (for partner and / or immediate family)
• Free onsite parking (first come first serve)
• Opportunity to travel to Kuoni destinations
• Monthly Perkbox credits (discounted gym membership, free coffees etc)
• Free eye tests
• Cycle to work scheme

We are dedicated to creating a diverse and inclusive workplace where all candidates feel welcomed and supported. To ensure everyone has an equal opportunity throughout the application process, we welcome you to get in touch. Our team is here to assist you at every step, whether you require additional information, or support to navigate the application process. We believe that promoting diversity and inclusion enriches our organisation, and we are committed to helping all candidates showcase their talents and potential - [e-mail]