Customer Operations Executive - Permanent, Full Time. March 2025. - Newmarket Holidays : Job Details

CUSTOMER OPERATIONS EXECUTIVE.

Full time, permanent, March 2025 start. Office-based, hybrid or home-based opportunity.

• You must be able to spend a minimum of two weeks at our Head Office in Surrey for training.

Newmarket Holidays at a glance

Our aim is to enrich lives and well-being through travel. That is our purpose. Our 'why’. It is ambitious and bold, but through the commitment of our brilliant people, we’re doing more and more each day to create and deliver incredible wish-list holidays. The types of holidays that people have always dreamt of experiencing. We bring those dreams to life and are the trusted friends of our loyal customers.

The Newmarket Spirit is what binds us together. Throughout this, our 42nd year, and all other years, we strive to grow. To challenge ourselves in new ways. Embracing different points of view and realising our potential. For the right person, their story can begin right here.

Role profile

The purpose of this role is to support our customers & Tour Managers from 24 hours before they travel to the time when they return home. You’ll need a calm head and a focus on customer excellence in this fast paced role, as you’ll be helping customers who may experience issues whilst on holiday, ensuring they receive the support they deserve and service which exceeds their expectations. You will be responsible for ensuring that all issues are dealt with proactively, cost-effectively, and always with the customer at the heart of thinking and decision making.

You’ll also be part of our Incident Response team in the event of major disruption or crisis situations, ensuring our customers are supported and our brand protected.

This is a seven-day-a-week operational role and as such, roster flexibility is critical (the earliest roster start time is 0500 and the latest finish is 2200 in peak travel times. However, in the event of significant operational disruption, flexibility is required).

Who we are looking for

• Experience in Tour Operating or Airline environments.
• Knowledge of Amadeus and long-haul scheduled flying is desirable.
• Ability to remain calm, work under pressure and delivering amazing service.
• Someone who has a proactive approach to workload and customer experience.
• An excellent telephone manner and strong written English language skills which puts customers at ease and promotes confidence.
• Skilled influencer and communicator.
• Able to build excellent relationships with different people.
• Ability to feel empowered, use judgement and discretion.Be prepared to go above and beyond the call of duty.

What we can offer you

A changing and multi-cultural team-spirited environment with opportunities to learn from new experiences and challenges.

• Leaders who are interested in your development and committed to helping you to be the best version of yourself.
• A responsible organisation that cares about its people, the environment, and the communities we visit
• Encouragement to take initiative and try something new and different.
• A flexible and hybrid-working arrangement.
• An exciting set of benefits.
• The opportunity to visit our destinations and experience our holidays.

The Newmarket Spirit

The Newmarket Spirit is what binds us together. It is our 'who?’. The Newmarket Spirit bridges the external view of our brand and the internal reality. It seeks to enrich the lives and well-being of our people through travel.

The Newmarket Spirit encompasses five distinct pillars, which have been inspired by people across our organisation.

BE RESPONSIBLE | BE TOGETHER | BE COMMERCIAL | BE DETERMINED | BE A LEADER

Join Us

Sound like the kind of opportunity and place to work that you’re looking for? Please send your CV with a brief covering note about your salary expectations and any notice period. Please note only shortlisted candidates will be contacted.

No agencies, please

As an equal opportunities employer, Newmarket Holidays is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Newmarket Holidays.