Job Description

Role Purpose:

This is an exciting and dynamic hybrid role that blends sales expertise with customer service excellence. As a Sales and Customer Service Executive, you will be responsible for guiding our guests from their initial enquiry through to post-travel support, combining the responsibilities of a Sales Consultant and a Customer Service Executive. You'll play a key part in delivering exceptional guest experiences, supporting sales growth and customer satisfaction across the full customer journey. The ideal candidate will be confident, organised, customer-focused and highly adaptable--able to manage a wide range of guest enquiries with professionalism, warmth, and attention to detail.

Key Responsibilities:

Sales

Convert inbound enquiries into bookings by providing expert, tailored advice via phone, email, and live chat. Build strong guest and agent relationships, offering a helpful and professional service throughout the sales journey. Make proactive outbound calls to follow up on potential bookings, group enquiries, or incomplete requests. Work to individual and team sales targets, maximising revenue while maintaining high service standards. Ensure accurate and timely updates to internal systems and follow up on all leads within agreed KPIs and SLAs.

Guest Experience

Handle post-booking queries and issues, including cancellations, changes, and complaint resolution, with empathy and efficiency. Coordinate the travel documentation process, working cross-functionally to ensure all holiday elements are correct and dispatched on time. Support late booking and concierge requests, liaising with suppliers and internal teams to confirm arrangements and communicate clearly with guests. Manage guest requests and special arrangements, including room/flight needs and additional costs, ensuring seamless communication. Assist with in-travel support and ad-hoc service tasks, keeping systems up to date and collaborating with other departments to resolve guest issues promptly. As requested, work with the overall guest experience department on daily tasks.

General

Ensure all KPIs are met consistently Maintain accurate records and update internal systems with guest and booking information Support continuous improvement by identifying and escalating recurring issues

Skills, Experience & Competencies

Customer-focused background with proven experience in both sales and/or customer service roles, ideally in a fast-paced environment. Strong communication skills, both written and verbal, with the ability to build rapport quickly and handle conversations with empathy and confidence. Highly organised and adaptable, able to manage multiple tasks simultaneously while maintaining accuracy and attention to detail. Commercial awareness with a proactive, target-driven approach and the ability to balance sales performance with outstanding service delivery. Tech-savvy and collaborative, comfortable using CRM and booking systems, and working cross-functionally as part of a wider team.
Job Types: Full-time, Permanent

Pay: 27,500.00 per year

Additional pay:

Bonus scheme Commission pay
Benefits:

Company events Company pension Employee discount Free parking Work from home
Work authorisation:

United Kingdom (required)
Work Location: Remote