Land Operations Executive, Specialist Holidays Group

Location: Chester/Hybrid

Function: Product

Reports To: Land Operations Supervisor

Contract Terms: Permanent, full time

Specialist Holidays Group (SHG) is a leading specialist travel group, bringing together a family of trusted, expert-led brands that create exceptional holidays for discerning travellers. Each brand combines deep destination knowledge with personalised, high-service experiences — expertise that sits at the heart of everything we do. Our portfolio spans accessible luxury and cruise through Destination2 and Destination2Cruise; ultra-premium, bespoke travel through Sovereign Luxury Travel; the USA, Canada, Caribbean and Latin America through American Holidays; authentic Italy through Citalia; and great-value getaways through Holiday Gems. Together they share one promise: Travel. Expertly Delivered.

We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom. This role is largely focused towards land customer service queries.

• Manage and resolve customer queries, primarily land queries.
• Prioritise and action emails effectively.
• Action daily booking queues.
• Chase relevant suppliers for documentation/confirmation.
• Check and update documentation for specialist bookings.
• Effectively manage and resolve escalated issues.
• Provide support during crisis situations.
• Fulfil any critical support as directed by the Manager.
• Handle incoming calls from Agents regarding documentation and Admin queries.
• Investigate booking anomalies and irregularities.
• Ensure telephone enquiries are dealt with in a helpful and precise manner, ascertaining requirements.
• Provide remote assistance to customers in-resort to fully investigate and resolve their issues/queries.
• Confirm on-request bookings quickly and efficiently to increase revenue for the company.
• Deal effectively with accommodation changes to reach a satisfactory outcome for customers and the business.

• Excellent telephone manner.
• Skilful with Microsoft Office (Word/Excel).
• Able to create solutions and identify areas for improvement in procedures.
• Excellent numeracy and literacy skills.
• Ability to organise, prioritise and manage own workload efficiently to tight deadlines.
• Able to manage a diverse range of duties at one time.
• Experience in dealing with conflict resolution.

• Great attention to detail and accuracy.
• A flexible and adaptable approach to work.
• Excellent team player with the ability to work independently.
• GCSE English and Maths: Level 4 or above (or equivalent).

• Competitive executive salary and package.
• Company Pension Scheme.
• 22 days holiday, rising by 1 day per year (up to 25 days).
• Enhanced Pension.
• Enhanced Maternity & Paternity.
• Learning & Development Funding.
• Friendly working atmosphere.
• Company social events.