Job Description

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

Sustainability has always been at the heart of what we do, as has the ethos of continual improvement. A trusted brand – B Corp certified and a Feefo Platinum Service Award holder, we pride ourselves on doing the right thing, by our people, our customers, and the planet. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Farnborough, Hampshire with 2 days per week in the office (on a Monday and Thursday). Our office is within walking distance of the train station and has free parking. 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 + up to £1,000 commission per month

About the role

You will be the frontline in helping customers understand the benefits of small group adventure travel with Explore. Focused on increasing revenue through our sales through service mantra, you will strive to convert at the highest level all lines of enquiry. Key responsibilities:

• Receive and respond to incoming sales enquiries via calls, emails, live chat and booking platform.
• Answer enquiries from direct customers and travel agents about our tours and destinations bringing the experience to life.
• Check availability and status of tours using our product database.
• Quote prices of tours and take payments from customers.
• Raise and send invoices to travel agents.
• Convert enquires into bookings to achieve revenue and passenger targets.
• Stay on top of outstanding enquiries to maximise booking opportunities.
• Put the customer at the heart of everything you do.
• Make the best decision for the customer using your destination and product knowledge.
• Work as part of the team to ensure KPI’s are achieved (such as conversion, average handling time, average calls taken).
• Take part in continuous product and sales training.
• Travel overseas to experience our tours and product.
• Participate in occasional trade shows and customer events.

Working hours will be on a rota basis, Monday to Sunday.

Mon - Fri: 09.00 - 17.30 or 10.30 - 19.00. Saturdays: 09.00 - 17.30. Sundays: 10.00 - 16.00.

Weekend working will usually be 2/3 weekend days per month (usually one Saturday and one Sunday).

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

• Passion for sustainable, adventure travel.
• Experience working in a sales, customer service or contact centre environment.
• Experience of working in a team environment and achieving team goals/KPIs.
• Experience of communicating with customers via email.
• Enthusiastic about delivering great customer service.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.
• Bonus points if you have: travel industry sales experience and/or used a product database system, CRM or GDS.

We aim to be better than yesterday and our values will be close to your heart.

We're committed to creating diverse and inclusive experiences for customers and colleagues alike. We believe that diversity is to be celebrated; life would be dreary and change would be slow if we all thought the same way. Diversity and travel go hand in hand, and we thrive on creating connection and sharing authentic local experiences across the globe with likeminded customers from all walks of life, ranging from age 7 to 90+. We encourage you to apply for any role you think your skills are a great fit for, and if you need any extra advice or adjustments to our hiring processes, please drop us a message within your application.