Own the customer journey after the booking
Deliver seamless customer experience, resolve queries, coordinate suppliers and drive repeat business through exceptional service and upselling
Take ownership of ensuring all elements of post-booking experience are confirmed, correct, and communicated clearly
Focus on operational precision, proactive customer communication, problem‑solving, supplier coordination, and supporting revenue generation through retention, ancillary sales and upselling
Work in full harmony with the Sales team to ensure a consistent, end‑to‑end customer journey with aligned processes, service expectations and workflow handovers
Secure all elements of customer bookings including accommodation reservations, transfers, transport arrangements, rail journeys, and flight bookings
Process booking confirmations, supplier replies, and system updates

Strong background in customer service, operations, travel fulfilment or reservations
Experience of working with a high level of accuracy, organisation and time‑management
Excellent written and verbal communication skills
Experience of handling multiple tasks simultaneously
Experience of using booking systems, email workflows and CRM tools
Ability to analyse information and make sound decisions
Experience working with suppliers or external partners is desirable
Customer‑first mindset with a genuine commitment to delivering outstanding service
Calm, resilient, and solutions‑focused, even during operational challenges
Positive, proactive and flexible approach
Reliable and able to take ownership of tasks independently
Strong team player who contributes to a supportive, high‑standards environment
High attention to detail and pride in operational accuracy
Interest in travel and/or walking will be an advantage

Enjoy 50% discount on holidays across all our 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 and on site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash back health and dental plan
Hybrid working
Enhanced family leave allowances

Holiday Aftersales Executive

Key skills