Job Description

Role Overview:

We're looking for a friendly, organised and proactive individual to join our Tour Management team. In this role, you'll support a community of over 300 self-employed Tour Managers, Cruise Directors, and Cruise Concierges. You'll help them prepare for their tours, solve problems, and feel connected to the company -- all while ensuring a smooth experience for our guests.

Key Responsibilities:

Building Relationships

- Be a welcoming and helpful point of contact for our Tour Managers and Cruise staff.
- Keep in touch with them before, during and after their tours to make sure they feel supported and valued.
- Check in on their wellbeing and offer help when needed.
- Attend seasonal team events and online webinars.
- Occasionally travel to meet Tour Managers on location to better understand their work.
- Help with regular communications like newsletters and updates.

Tour Logistics

- Help arrange travel to and from tours, including flights, trains, and local transport -- always aiming for cost-effective and practical options.
- Book hotel stays before or after tours, based on agreed locations and budgets.
- Clearly communicate all travel and accommodation details to Tour Managers.

Guest Experience

- Help investigate any guest feedback or complaints related to Tour Managers, following company procedures.
- Work with the Quality & Development team to discuss feedback with Tour Managers and suggest improvements.
- Help draft responses to guest complaints and keep records up to date.

Admin & Coordination

- Keep internal travel records (like flight and transport details) accurate and up to date.
- Send confirmations for travel and hotel bookings to Tour Managers.
- Work with the scheduling team to arrange training tours for new Tour Managers.
- Process invoices and expense claims from Tour Managers on time and accurately.
- Help onboard new Tour Managers, making sure they have everything they need for their first tour (including branded items and key information).

Skills & Experience:

- Strong organisational and time management skills.
- Excellent attention to detail.
- A passion for delivering great customer service.
- Clear and confident communication skills (written and verbal).
- Friendly and approachable, with good emotional awareness.
- A creative problem-solver who can think on their feet.
- Confident using Microsoft Office (especially Word and Excel).
- Able to work independently and as part of a team.
- Experience using travel or tour management systems (like Traveller) is a bonus, but not essential.

Job Types: Full-time, Permanent

Pay: 27,145.00 per year

Additional pay:

Bonus scheme
Benefits:

Company events Company pension Cycle to work scheme Employee discount Free parking Referral programme
Schedule:

8 hour shift Monday to Friday
Work authorisation:

United Kingdom (required)
Location:

Burton-On-Trent DE14 1SP (required)
Work Location: Hybrid remote in Burton-On-Trent DE14 1SP