Your Golf Travel
Customer Operations Executive
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About Your Golf Travel
Your Golf Travel is the world's largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards... and this is only the beginning!
At Your Golf Travel, we are driven by our "Always Going The Extra Yard" values, a set of four core principles that define how we work and who we are. We put the Customer First, Always, using empathy and deep insight to consistently exceed expectations. We believe in the power of the collective to Own it, Together, combining personal accountability with high-pace collaboration to deliver results. Our team is encouraged to Think Smart, Act Bold, challenging convention with an ambitious, entrepreneurial spirit that knows no limits. Finally, we maintain The Expert Edge by constantly evolving, learning, and pushing boundaries to ensure we are always going that extra yard for our clients.
Do I need to be a golfer?
Not at all. We primarily operate as a travel company, with golf being just one aspect of our offerings. If you’re eager to learn, we’d be thrilled to equip you with all the knowledge you need about our product; however, we can’t promise you’ll become the next Tiger Woods. What we truly seek is a genuine passion for travel and an eagerness to learn.
Role Overview
The primary responsibility of the role is to ensure the highest level of customer satisfaction by successfully resolving all pre-travel customer queries, proactively embodying our 'Customer First, Always' core value.
This involves managing all pre-departure modifications, cancellations, and booking operations, as well as communicating proactively with customers and suppliers across various channels (telephone, email, chat, reviews) all while maintaining our standards and ensuring customers are kept up to date.
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You might also be involved in supporting our customers via social media, reviews, and complaints to ensure we capture all feedback and proactively manage any queries we receive.
Work Pattern
We work on a hybrid basis, with our core office days currently set as Monday, Tuesday, and Thursday from a central Brighton location.
The working hours for the role are on a shift pattern across a 7-day week. If you are working a weekend day, you would be given a day back in lieu in the same week.
When working at weekends, these shifts would be based from home.
What You’ll Be Doing
- Customer Query Management: Handle and resolve all inbound customer and supplier queries efficiently via phone, email, and other channels, providing accurate information regarding existing bookings, amendments, and company policies.
- Booking Administration & Amendments: Accurately manage a high volume of existing bookings, including chasing booking confirmations, processing modifications, changes, upgrades to client itineraries, and escalating complex issues when required.
- Documentation & Fulfillment: Ensure the accurate and timely provision of client documentation via automation, manage the fulfillment and delivery of promotional items, and liaise with suppliers to secure written confirmation for all bookings.
- Cross-Departmental Collaboration: Collaborate with internal departments (Sales, Product, Finance) to resolve customer concerns and liaise with the Aviation team to communicate any schedule changes or flight cancellations to clients in line with company and industry guidelines.
- Compliance & Service Standards: Ensure all customer requests are completed in accordance with processes and in line with our internal policy on response rates.
- Customer Support: You will act as a key contact for the customer in case of any challenges with bookings, including travel or course disruption, schedule changes, post-travel complaints, and any other area that might need support.
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What We’re Looking For
- Great customer service skills
- Proven ability to proactively manage workloads and work to deadlines
- Excellent communication skills, both written and verbal
- Good understanding of either Google or Microsoft platforms and a general good level of IT skills.
- Travel and/or golf experience is beneficial.
Why Join Us?
- Annual Leave: 25 days holiday, increasing by 1 day per year of service (up to 28 days), plus the option to buy back up to 5 extra days each year.
- Amazing Travel Perks: Enjoy familiarisation trips to top golf and holiday destinations in the UK and overseas, plus exclusive discounts on golf holidays, flights, and hotels.
- Recognition & Rewards: Be part of our annual company away trips for top performers and benefit from structured training and personalised development plans.
- Exclusive Brand Discounts: Save on top golf and sports brands, including Taylormade, Under Armour, and Ping.
- Health & Wellbeing: Subsidised health club memberships, a fully funded Employee Assistance Programme (EAP), and a Cycle to Work scheme.
- Sustainable Travel Benefits: Access our Electric Car scheme with Octopus EV and make your commute greener.
- Growth & Development: Receive honest feedback, regular coaching sessions, and the opportunity to grow within a dynamic and supportive team.
Your Golf Travel is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.
Ready to help us deliver world-class travel experiences?
Apply now and go the extra yard with us.
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