Job Description

Location

Hybrid - Remote with 1 in-office day (Old Street, London)

Hours

15 hours per week (5 hours per day, 3 days per week)

Salary

21,800 pro rata + bonus

Company Overview

We're an innovative online travel company dedicated to providing unique hotel trips with added perks - such as dining, theatre, spa days, afternoon teas and attractions.

Summary

As the business grows, we're looking for two part-time Customer Operations Executives to support our customer journey, booking process, and digital experience - helping us deliver clarity, efficiency, and a high-quality brand experience at every touchpoint.

About the Role:

This is a varied and fast-paced role where you'll manage customer queries, bookings, complaints, and upsells - supporting smooth operations while also helping with content and digital tasks.

You'll need to be confident, organised, and calm under pressure - someone who can communicate clearly, follow process, and maintain a consistent, professional tone across platforms.

Over time, there'll be opportunities to build your skills across digital content, email marketing, and e-commerce operations.

Key Responsibilities

Customer Support & Booking Management

Respond to customer queries and complaints via email, phone and live chat Make bookings using internal systems Handle booking changes and special requests clearly and efficiently Upsell hotel upgrades, theatre tickets, or add-ons where appropriate Keep clear, accurate records and follow up to ensure resolution

Content & Digital Support

Assist with posting and scheduling content for social media Help update landing pages and experience listings on the website Support the creation and formatting of marketing emails Contribute to seasonal campaigns and customer-facing content

Admin & General Support

Provide admin support to the Director and assist other team members Take on ad hoc operational tasks as needed Learn internal tools and platforms with support and training

What We're Looking For:

Excellent written and verbal communication skills A calm and confident approach when dealing with issues or complaints Well organised, detail-oriented, and reliable Able to follow clear processes and prioritise tasks Comfortable working independently and as part of a small team Willing to learn new systems and multitask across channels

Bonus Experience (not essential):

Background in customer service, travel, hospitality, or retail Experience in content creation, marketing, or e-commerce platforms An interest in digital customer experience and branding

Perks & Benefits:

Flexible part-time schedule (15 hours over 3 days per week) Bonus Hybrid role with 1 in-office day in Old Street. Travel to work paid for. Friendly and supportive work environment Training and development opportunities across digital and operations
Job Types: Part-time, Permanent

Pay: From 21,864.19 per year

Expected hours: 15 per week

Benefits:

Employee discount Flexitime Free or subsidised travel Work from home
Ability to commute/relocate:

London EC2A 3JF: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in London EC2A 3JF