OutOfOffice.com
Travel Operations - Client Experience Specialist
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Out Of Office
Out Of Office is a global leader in luxury LGBTQ+ travel, renowned for curating extraordinary travel experiences to destinations around the world. From the turquoise lagoons of Bora Bora to the icy depths of Antarctica, our passionate travel experts wow even the most discerning travellers.
Everything we do is completely tailor-made, and our team has the creative freedom to make anything happen (and we mean anything). Our itineraries feature more private yachts than shared buses, and no two bookings are ever the same.
Our people set us apart. We encourage our team to build strong, genuine and meaningful relationships with clients, bringing their own flair and personality to the role. We champion diversity and pride ourselves on being passionate, consultative and motivated by exceptional service. It's the reason our clients keep coming back.
We also work behind the scenes to ensure our itineraries are inclusive and welcoming to all, even in countries with less progressive LGBTQ+ laws. We take pride in our 5-star Trustpilot rating and you will be an integral part of ensuring we retain and grow it.
The Role
This is a brand-new role within our established Operations Team, designed to bridge the gap between our Sales and Operations departments. This role could be suitable for someone with a sales background who is looking to move away from sales to focus on the customer experience, or someone in operations looking to be more hands on with clients.
Once a client has booked, you will become one of their key points of contact, taking ownership of their booking journey and ensuring they receive the exceptional service Out Of Office is known for. Working closely with our Operations and Sales teams, as well as our global supplier network, you will help ensure every booking runs smoothly from confirmation through to travel completion.
This role is designed to enhance the client experience by providing a dedicated, customer-facing point of contact throughout the post-booking journey. You will work alongside our Operations Specialists, coordinating information between clients, suppliers and colleagues, ensuring questions are answered promptly, changes are managed efficiently and clients always feel informed and supported.
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The role is heavily focused on post-booking support and communication. You'll assist with client questions, booking amendments, schedule changes, cancellations, supplier communications and any unexpected issues that arise before departure. Acting as the link between our clients, suppliers, Sales Team and Operations Team, you'll help eliminate unnecessary back-and-forth, ensuring information is communicated clearly and efficiently while maintaining the high level of service our clients expect.
Alongside the operational side of the role, you'll look for opportunities to exceed expectations and create memorable experiences for our clients. Whether that's arranging a special surprise for an anniversary, securing a room upgrade, assisting with a last-minute request or simply delivering outstanding service at every touchpoint, you'll play a key role in creating clients who return to Out Of Office time and time again.
Responsibilities
- Acting as a primary point of contact for high-value clients, from booking through to travel
- Managing post-booking questions, amendments, changes and cancellations, with the support of our Operations Team
- Coordinating with the Operations Team to ensure booking updates and requests are actioned efficiently
- Communicating booking-related issues, including flight cancellations, schedule changes and supplier updates
- Assisting clients with travel-related queries, including visas, travel insurance and pre-departure information
- Liaising with hotels, airlines, destination management companies, tour operators, guides and suppliers worldwide
- Maintaining organised and accurate booking records within our systems
- Working closely with the Sales Team to ensure a seamless handover and booking experience
- Supporting the Operations Team with booking administration
- Identifying opportunities to enhance client trips through special touches, upgrades and personalised service
- Helping ensure every booking travels without a hitch and every client receives exceptional service
- Covering inboxes and providing support during annual leave periods
- Working Monday - Friday with 1 weekend a month (with days in lieu)
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Requirements
- Brighton-based, or available to travel to our Brighton office
- Previous experience in Operations and Customer Service essential
- Travel/Sales industry experience highly desirable
- Experience with High-value clients preferred
- Excellent organisational skills and the ability to manage multiple bookings simultaneously
- Strong communication skills, both written and verbal
- Meticulous attention to detail
- Proactive approach to problem solving and taking initiative
- Excellent time management and ability to prioritise tasks
- Ability to build rapport and develop strong client relationships
- Customer-focused with a genuine passion for delivering exceptional service
- Collaborative team player who enjoys working across departments
- Passion for travel and enthusiasm for LGBTQ+ tourism
Benefits
- Competitive basic salary and company-wide bonus scheme
- Great travel perks and discounted flight and hotel bookings
- 25 days holiday with incremental additional days based on length of service
- Private healthcare after 2 years
- Supportive, inclusive and ambitious team culture
- Opportunity to work with a global luxury travel brand
- The chance to play a key role in creating unforgettable travel experiences
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