Job Description

Company Overview

With 27 years of experience, we are one of Scotland's longest-running tour operators. We offer award-winning tours departing daily from Edinburgh, Glasgow, and Inverness, showcasing Scotland and the North of England's top attractions and hidden gems. We also have a growing Private and Corporate Hire Department, catering to bespoke travel needs.

If you have a deep knowledge of and passion for Scotland, we'd love to hear from you! Join Timberbush Tours and become part of a team devoted to creating unforgettable experiences for our customers, while celebrating the beauty and history of Scotland and beyond.

About the Role

We are looking for a reliable, enthusiastic, and customer-focused individual to join our team. You will be responsible for handling tour bookings and customer enquiries via phone, email, and live chat, providing exceptional service to ensure a smooth booking process. This role requires someone with strong communication skills and a polite and professional telephone manner. Experience in a similar role or within the tourism sector is a bonus but not essential.

Successful candidates will enjoy trips on our tours as part of your training in order to fully appreciate the excellence of the services we provided.

Our Reservations team operates on a rotating shift pattern, covering early, middle and late shifts between 06:45 and 21:00, seven days a week, from our Granton offices.

Own transport is preferable.

As a part of the role, you will:

Process telephone, and email enquiries from customers and agents.

Process bookings, as well as cancellations and refunds.

Respond to customer enquiries in a timely and professional manner.

Direct incoming calls to the appropriate department or person.

Update accommodation and visitor attraction information as needed.

Liaise with agents and affiliates where appropriate.

Ensure every customer receives exceptional service throughout their booking experience.

What we are looking for

To be successful in this role, you should have:

Previous experience in a customer service role, preferably in tourism or hospitality.

A confident and professional telephone manner

with the ability to handle calls efficiently and politely.

Strong verbal and written communication skills.

Fluent in English is essential for this role, and additional languages are a bonus.

A

customer-focused approach

, with an open and friendly personality.

The ability to

stay organised and handle multiple tasks at once.

Must be self-motivated, proactive and able to work independently when needed

.

The ability to work well as part of a team.

Excellent organisational and problem-solving skills.

Flexibility to work shifts, including weekends if required.

Good knowledge of Scotland

, including main attractions, and visitor experiences.

Good computer skills, and experience with booking/reservation systems is an advantage.

Job Details

Pay: 12.21 ph starting rate, rising to 12.40 ph after training period and working independently
Job Types: Full-time, Part-time, Permanent, Zero hours contract

Pay: 12.40 per hour

Benefits:

Company pension Employee discount Life insurance On-site parking Private dental insurance Private medical insurance
Location:

Edinburgh EH5 1RF (required)
Work Location: In person