Travel Operations - Client Experience Specialist

OutOfOffice; Brighton; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Travel perks

25 days holiday

Inclusive culture

Global luxury brand

Unforgettable experiences

Job summary

Out Of Office, based in Brighton, is seeking a Travel Operations - Client Experience Specialist to bridge Sales and Operations, taking ownership of client journeys from post-booking to completion. You will work with global suppliers and internal teams, respond promptly to questions, manage amendments, cancellations, and provide personalised service to high-value clients.

The role offers a dynamic, travel-focused environment with opportunities to create memorable experiences in LGBTQ+ travel and

Qualifications

• Brighton-based or willing to travel to Brighton office.
• Experience in Operations and Customer Service (travel preferred).
• Excellent organisational skills and ability to manage multiple bookings simultaneously.
• Strong written and verbal communication, meticulous attention to detail.

Responsibilities

• Act as primary contact for high-value clients from booking to travel.
• Manage post-booking questions, amendments, changes and cancellations with Operations Team support.
• Coordinate with Operations to action booking updates and requests.
• Communicate booking-related issues including flight changes and supplier updates.
• Assist clients with travel-related queries (visas, insurance, pre-departure information).
• Liaise with hotels, airlines, destination management companies, tour operators, guides, and suppliers globally.
• Maintain organized booking records in our systems.
• Work with Sales to ensure seamless handover and booking experience.
• Support Operations with booking administration.
• Identify opportunities to enhance client trips with special touches and upgrades.
• Ensure every booking travels smoothly and clients receive exceptional service.
• Cover inboxes and support during annual leave periods.

Skills

Customer service

Operations

Communication

Organisational skills

Job description

OutOfOffice / Do Not Disturb / Travel Gay | Full time

Travel Operations - Client Experience Specialist

Brighton, United Kingdom

Together, OutOfOffice.com and TravelGay.com are the world's largest LGBTQ+ travel company. We have also launched Do Not Disturb, where we inspire clients to travel without distraction. Based in Brighton, UK we are always looking for talented and unique individuals to join our team.

Job Description

Out Of Office is a global leader in luxury LGBTQ+ travel, renowned for curating extraordinary travel experiences to destinations around the world. From the turquoise lagoons of Bora Bora to the icy depths of Antarctica, our passionate travel experts wow even the most discerning travellers.

Everything we do is completely tailor-made, and our team has the creative freedom to make anything happen (and we mean anything). Our itineraries feature more private yachts than shared buses, and no two bookings are ever the same.

Our people set us apart. We encourage our team to build strong, genuine and meaningful relationships with clients, bringing their own flair and personality to the role. We champion diversity and pride ourselves on being passionate, consultative and motivated by exceptional service. It's the reason our clients keep coming back.

We also work behind the scenes to ensure our itineraries are inclusive and welcoming to all, even in countries with less progressive LGBTQ+ laws. We take pride in our 5-star Trustpilot rating and you will be an integral part of ensuring we retain and grow it.

The Role:

This is a brand-new role within our established Operations Team, designed to bridge the gap between our Sales and Operations departments.

Once a client has booked, you will become one of their key points of contact, taking ownership of their booking journey and ensuring they receive the exceptional service Out Of Office is known for. Working closely with our Operations and Sales teams, as well as our global supplier network, you will help ensure every booking runs smoothly from confirmation through to travel completion.

This role is designed to enhance the client experience by providing a dedicated, customer-facing point of contact throughout the post-booking journey. You will work alongside our Operations Specialists, coordinating information between clients, suppliers and colleagues, ensuring questions are answered promptly, changes are managed efficiently and clients always feel informed and supported.

The role is heavily focused on post-booking support and communication. You'll assist with client questions, booking amendments, schedule changes, cancellations, supplier communications and any unexpected issues that arise before departure. Acting as the link between our clients, suppliers, Sales Team and Operations Team, you'll help eliminate unnecessary back-and-forth, ensuring information is communicated clearly and efficiently while maintaining the high level of service our clients expect.

Alongside the operational side of the role, you'll look for opportunities to exceed expectations and create memorable experiences for our clients. Whether that's arranging a special surprise for an anniversary, securing a room upgrade, assisting with a last-minute request or simply delivering outstanding service at every touchpoint, you'll play a key role in creating clients who return to Out Of Office time and time again.

Responsibilities:

• Acting as a primary point of contact for high-value clients, from booking through to travel
  
• Managing post-booking questions, amendments, changes and cancellations, with the support of our Operations Team
  
• Coordinating with the Operations Team to ensure booking updates and requests are actioned efficiently
  
• Communicating booking-related issues, including flight cancellations, schedule changes and supplier updates
  
• Assisting clients with travel-related queries, including visas, travel insurance and pre-departure information
  
• Liaising with hotels, airlines, destination management companies, tour operators, guides and suppliers worldwide
  
• Maintaining organised and accurate booking records within our systems
  
• Working closely with the Sales Team to ensure a seamless handover and booking experience
  
• Supporting the Operations Team with booking administration
  
• Identifying opportunities to enhance client trips through special touches, upgrades and personalised service
  
• Helping ensure every booking travels without a hitch and every client receives exceptional service
  
• Covering inboxes and providing support during annual leave periods
  

Requirements:

• Brighton-based, or available to travel to our Brighton office when required
  
• Previous experience in Operations and Customer Service (travel preferred)
  
• Excellent organisational skills and the ability to manage multiple bookings simultaneously
  
• Strong communication skills, both written and verbal
  
• Meticulous attention to detail
  
• Proactive approach to problem solving
  
• Ability to build rapport and develop strong client relationships
  
• Customer-focused with a genuine passion for delivering exceptional service
  
• Collaborative team player who enjoys working across departments
  
• Passion for travel and enthusiasm for LGBTQ+ tourism
  
• Availability to work Monday - Sunday
  

Why Out Of Office:

• Competitive basic salary and company-wide bonus scheme
  
• Great travel perks and discounted flight and hotel bookings
  
• 25 days holiday with incremental additional days based on length of service
  
• Supportive, inclusive and ambitious team culture
  
• Opportunity to work with a global luxury travel brand
  
• The chance to play a key role in creating unforgettable travel experiences