Job Description

World Challenge has spent over 30 years empowering young people through experiential travel, offering them the chance to lead student expeditions across the globe. Through these journeys, students develop key life skills such as leadership, resilience, and self-belief. We collaborate with schools to create transformational travel experiences that foster personal growth and global citizenship.


World Challenge is part of Experience Education, one of the world's leading specialist travel groups

The Role

We have an exciting opportunity for a customer-focused individual to help create exceptional experiences for our customers, ensuring their journey with us is seamless from start to finish. As part of our Operations team, you will play a pivotal role in delivering outstanding support during the planning stages and while teams are in destination.

Key Responsibilities:

Communicate with parents, students, and teachers via phone and email, addressing queries and ensuring participants are well-prepared for their trips. Provide ongoing support for teams during their expeditions, handling and documenting incidents, and ensuring participants can continue to enjoy their experience. Follow up on overdue payments, contacting customers who haven't responded to automated reminders and ensuring payments are processed within set timeframes. Ensure all participant data, including medical information and passport details, is up-to-date and approved before departure. Act as a point of contact for customer feedback, resolving issues when possible and collaborating with other departments to improve customer satisfaction. Collaborate with School Relationship Managers and internal teams to address concerns regarding individuals or groups during expeditions. Identify and implement opportunities for improvement in operations and customer service.

What we are looking for

Minimum 12 months' experience in a customer-facing role. Strong communication skills, both verbal and written, with a friendly, professional approach. Highly organised, able to prioritise tasks and balance multiple responsibilities. Detail-oriented with the ability to maintain focus over extended periods. Able to respond quickly to changing priorities, adapting to evolving situations. Comfortable thinking critically and offering solutions that balance customer needs with business objectives. Initiative-driven with the ability to implement changes to improve processes and customer service. A passion for travel, education, and youth development. Ability to commit to a flexible, shift-based rota system.

Work Times & Shift System

Peak season (June - end of August): The team supports a high volume of teams travelling. Shifts may include hours like 7:30am - 4:00pm, 9:00am - 5:30pm, and 1:00pm - 9:30pm, depending on time zone differences. Weekend shifts are typically 12-hour shifts, with rest days given before and/or after the weekend. Remainder of year: During quieter months, the shift pattern is still in place but may be more flexible, with some work-from-home options. Evening and weekend shifts will still be required as part of the rota, but shifts are generally scheduled within the office and at home.

Working for us

You will receive full training in operating procedures, mental and physical first aid, and safeguarding, ensuring you are equipped to support both our customers and our teams effectively. Hybrid working pattern between our office and homeworking Annual Bonus scheme Opportunities to travel overseas on familiarisation trips 25 days of annual leave plus public holidays and a bonus day off for your birthday; we also have a tenure based annual leave benefit, up to a maximum of an additional 5 days depending on length of service Global recognition and reward programme Access to extensive online learning resources In-house training opportunities Regular social events Various employee discounts and offers, including discounted trips with our brands

We believe that people are happier and perform best when they are able to be their true selves and that diverse teams deliver better results.


We are committed to building an inclusive culture and embracing diversity in all its dimensions. This includes inspiring change through increasing awareness of unconscious bias.


Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish.