Job Description

Inntravel is leading the way in walking holidays - that’s because we’ve walked every step, eaten at every restaurant, and slept in every hotel. For 40 years we have been uncovering and curating the most remarkable locations around Europe. Whether it’s a gentle walk along the South Devon coast, or a hike through the hill-top towns of Tuscany, Inntravel will guide you on a walk that’s worth it. Sustainability and responsible tourism is at the core of everything we do and should be a passion for all of our people.

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

• Enjoy 50% discount off of Inntravel holidays and across our sister brands

• Additional annual leave when you choose to swap a plane for a train

• Career pathing and continuous development opportunities

• Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world

• 2 volunteer days each year to give back to what is important to you

• A well-being resource hub, online lunchtime yoga classes, annual Steps challenge, employee assistance programmes, cash back health and dental plan

• Hybrid working

• Enhanced family leave allowances

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Tuesdays and Wednesdays are mandatory office days. Due to the beautiful remote location, access to your own transport is essential. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £26,227.50 p.a. + up to £5,000 on target earnings

Fixed term contract for 12 months

About the role:

You will offer expert advice to our customers over the phone and guide them to make the best holiday choice in our contact centre. We are passionate travel people and take pride in delivering the best walking holidays on the planet. Key responsibilities:

• Use a CRM system to manage customer interactions, track enquiries, and maintain accurate records.

• Deliver sales through exceptional service.

• Build trust and rapport with customers to understand their needs and provide tailored recommendations.

• Book all elements of our customers' holidays, including accommodation, transport (flights, rail, transfers, ferries) and any additional services.

• Retain ownership of the booking until the firm itinerary has been decided.

• Meet and exceed individual and team targets.

• Consult with customers to encourage them to make informed decisions based on their preferences and travel goals.

• Respond to enquiries and quote requests in a timely manner, ensuring to follow up on quotes to maximise every sales opportunity.

• Manage customers’ expectations by ensuring they are clear about what to expect from Inntravel during the reservation and confirmation process.

• Maintain accurate records of all enquiries, quotes and sales to enable us to process bookings effectively and efficiently.

• Switching customers to alternative holidays if their first holiday choice is not possible.

• Maintain accurate customer records.

• Communicate and collaborate effectively with internal departments and teams.

Working hours are between 8am and 8pm, on a rota basis over 7 days a week (depending on the time of the year).

Am I the right person? We are looking for your application to demonstrate:

• Experience of working in a call/customer contact centre.

• Experience of working in a role which involved talking to customers on the phone.

• Experience of working in a sales role.

• Excellent skills with providing customer service.

• An enthusiasm for walking and active holidays.

• Excellent telephone and inter-personal skills with an ability to work effectively in a team.

• Good written skills.

• High level of computer literacy and numeracy.

• Keen eye for detail and ability to work accurately in a fast paced environment.

• Genuinely love working in a sales environment.

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.