The Travel Operations & Client Support Executive is a fast paced job that's demanding, detail-orientated and requiring exceptionally high accuracy
- Following training and induction, you'll be responsible for trips allocated to you — start to finish. You're part of an ops team, but each trip is yours to run, and the expectation is that you handle it, not hand it off or lean on a colleague when it gets hard.
- Clients are paying a premium and expect flawless execution. When something slips on one of your trips, it's noticed immediately, and it's on you to fix it — fast and calmly.
- Problems don't arrive neatly. A guide cancels the night before, a hotel loses a booking, a client's flight is delayed into a tight connection — on your trips, you're the one who sorts it.
- This isn't a 9-to-5 desk job. Clients are travelling across time zones, and trips run in real time — if something goes wrong on one of your trips outside normal office hours, you're expected to pick it up and deal with it, not wait until the next working day.
- This isn't a job of "if X happens, do Y." There's no script for most of what comes up — you're expected to use your own intelligence, judgement and commonsense to work out the right course of action, not follow a procedure. That's it — no special skill required, just the ability to think it through.
- This is not a role where you wait for instructions or escalate by default. If you need to be told what to do next, this isn't the right fit.
- You'll be based at our Telford office four days a week, with working from home permitted on Fridays. This isn't a remote or mostly-remote role.
You're the person everyone calls when something needs organising — not because you asked for the job, but because you're always the one who makes it happen. You own what's yours. You don't miss details. And when things go wrong, you fix them before anyone has to ask. That matters more to us than your CV.
About Crown Journey
We design bespoke, high-end UK travel experiences for American clients, with a focus on Britain beyond the obvious in England, Scotland and Wales. We're a small, ambitious team based in Telford — high standards, real ownership from day one, and no corporate layers to wade through.
The Role
Once our sales team has sold a trip, it's handed to you. From that point, you own it: booking every element, planning the detail, and executing it flawlessly while the client is travelling. You're the operational backbone of every trip we run:
- Booking hotels, transfers, private guides, tickets and experiences once a sale is confirmed, and planning the detail through to departure
- Managing live operations while clients are on the ground in the UK — the point of contact when something needs solving in real time
- Proactively communicating with the client, or the US travel agent who introduced them, throughout the trip — regular check-ins to confirm all is going well, not just waiting to hear if something's wrong
- Liaising with and paying suppliers, venues and specialists to keep every detail on track
- Spotting problems before they become client-facing, and handling the ones that aren't spotted in time
- Using AI tools daily to work faster and smarter, not as an occasional extra
What We Need
We're not looking for a specific CV. We're looking for evidence that you're genuinely self-sufficient — that you find a way through, every time, without being chased or told what to do next.
That could come from travel or hospitality. It could just as easily come from events, retail management, hospitality supervision, consumer-facing logistics, consumer-facing operations, running something of your own, or any role where you were the one who made things work when no one else was going to.
- A track record of solving problems on your own initiative — not escalating first and figuring it out second
- Genuinely excellent organisation and attention to detail
- Comfortable using AI tools (ChatGPT, Claude, etc.) as part of your daily workflow — this is a firm requirement
- Full professional proficiency in English, written and spoken
- Permanent, unrestricted right to work in the UK — we cannot offer visa sponsorship or support visa renewals for this role
Nice to have, not essential: experience in travel, tourism, hospitality or a DMC background. If you have it, tell us. If you don't, that's not a reason to rule yourself out.
What We Offer
- Base salary from £27,000 depending on experience
- Performance incentive worth approximately 2 months' additional salary per year, paid quarterly
- Based at our Telford office four days a week, with working from home permitted on Fridays
- Company laptop, phone and headset
- Company pension after qualifying period
- Genuine career growth within Crown Journey as we grow
- Ongoing training and mentorship from day one
Pay: From £27,000.00 per year
Benefits:
Ability to commute/relocate:
- Telford TF2: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Have you fully read through the job description and are certain that your background and experience is a good match?
Experience:
- luxury travel: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
