About The Role

As a leading luxury tour operator, we pride ourselves on the care and attention that goes into each of our clients' holidays.

As an Operations Executive, you will play a vital role in ensuring everything is in place for the smooth operation of client trips. From the point of booking, you will ensure all documents are prepared, all invoices and itineraries are correct and liaise with suppliers to ensure the client’s needs and expectations are fulfilled.

You are a highly organised individual, able to prioritise and with strong attention to detail. As well as this, you are able to work openly and fairly with people from across a number of time zones to ensure work is completed in a timely manner.

Please note: This is a maternity cover role on a fixed-term contract.

Your Main Responsibilities include

• To deal with the post-sales administration of client bookings, double-checking details, ensuring documentation is prepared correctly and all invoices and bookings are entered correctly in the relevant systems.

• Helping with the checking and entry of booking details into our system

• Coordinating with regional heads and local suppliers to ensure documentation and service delivery are correct

• Assisting regional heads of travel design with troubleshooting service issues from an operational perspective

• Working closely with all teams to ensure client/trip information is correctly stored in Jacada and Wilderness systems

• Assisting with the smooth delivery/checking and dispatch of client documentation/packs

Skills for Success

• Strong work ethic

• Organisational skills

• Passionate about delivering an outstanding level of service and willing to go the extra mile to make clients and staff happy.

• Self-motivated, proactive self-starter, and stay calm under pressure

• Able to prioritise tasks, manage workload, and work to deadlines effectively

• Great written and verbal communication skills

• Strength of character and a strong team player with a keen eye for detail

• Driven and determined to always do better and improve what we offer in terms of service and efficiency

• Well-developed problem-solving skills: Preempts and seeks to resolve potential problems and issues before they occur; demonstrates good judgment in knowing when to act independently and when to escalate an issue to senior management.

• Operating in a fair, honest, and open manner with colleagues, and suppliers to foster trust and mutual respect

• A ‘big picture’ mindset – appreciative of your position within Jacada and Wilderness as an organisation comprised of different teams collectively working together towards the same goal

Personal Attributes

• Positive attitude to seek solutions in your work and create a friendly environment in the office.

• A readiness to adapt and embrace change; recommending ways we can improve

• Ability to actively listen and demonstrate empathy and self-awareness

• Flexibility to take on a variety of tasks and willingness to roll sleeves up and support colleagues

• Humility and openness to learn from others when receiving feedback

• High expectations for customer service and customers in relation to clients and suppliers.

Experience

• Ability to get things done quickly and efficiently

• Experience in operations and/or customer service.

• Working across multiple teams and stakeholders

• Using a variety of systems and processes to manage client information.

Interview Process

1st Stage: Virtual interview via Google Meet with the Operations Manager and a member of the Jacada team.

Task Stage: Written Task (Full details TBC)

Reports to: Operations Manager

Working Hours: Monday – Friday, 10am–6pm in Shoreditch (typically 3 days in office, 2 days WFH)

Salary: £34,067