TRAVEL OPERATIONS ASSISTANT – MATERNITY COVER – FIXED TERM CONTRACT 6 MONTHS
Routescape is a dynamic and rapidly expanding luxury tailor-made travel company that prides itself on creating unique and exceptional journeys for our predominantly US-based clients. Originally focused on Great Britain and Ireland, we are now expanding to offer mainland Europe.
Reporting to the Operations Manager, the Travel Operations Assistant plays a vital role in supporting the smooth and efficient running of Routescape's Operations department. Acting as the operational backbone of the team, this role provides administrative, systems and coordination support across both the Operations and Travel Care functions, ensuring colleagues are able to focus on delivering exceptional client experiences.
Working collaboratively with the Operations Manager, Travel Care Manager and wider business, the Travel Operations Assistant will help maintain the systems, processes, databases and operational administration that underpin the successful delivery of every client journey. The role will also provide valuable flexibility across the department, supporting colleagues during busy periods, annual leave and business growth.
This role requires exceptional organisational skills, meticulous attention to detail and a proactive, solutions-focused approach. The Travel Operations Assistant will enjoy creating structure, maintaining high standards and identifying opportunities to continually improve the way the department operates.
This position is for a fixed-term appointment to provide temporary maternity cover for an existing employee. The position is expected to commence in November 2026 and is anticipated to be for approximately 6 months, subject to the maternity leave arrangements of the employee being covered. Upon the return of our employee, we would, where possible, work with the appointed temporary Travel Operations Assistant to explore suitable alternative opportunities.
Key Areas of Responsibility
Operational Administration & Departmental Support
- Provide comprehensive administrative support across the Operations department, ensuring the Travel Care and Operations teams are equipped to deliver exceptional client experiences.
- Act as a central point of coordination, helping ensure information flows efficiently between Travel Care, Operations, Sales, Product and Finance.
- Manage the departmental shared inbox, ensuring enquiries are responded to, allocated and filed promptly.
- Coordinate and monitor shared operational tasks, ensuring work is prioritised, progressed and completed within agreed timescales.
- Maintain departmental databases, trackers, reports and virtual filing systems, ensuring information remains accurate, organised and easily accessible.
- Support the wider team during periods of high workload, annual leave and business growth, providing administrative and operational assistance wherever required.
- Develop a broad understanding of all Travel Care and Operations processes to provide effective cover across the department when required.
Department Planning & Coordination
- Maintain the departmental delivery plan, tracking progress against annual objectives, operational improvements, projects and agreed actions.
- Work closely with the Operations Manager and Travel Care Manager to ensure departmental priorities remain visible, realistic and aligned with business objectives.
- Proactively highlight competing priorities, overdue actions and resource constraints, supporting the management team to reprioritise work where appropriate.
- Prepare and maintain reports, trackers and updates to support departmental meetings and management reporting.
Systems & Data Administration
- Maintain accurate information across Routescape's operational systems, including Monday.com, Vamoos, Kimkim and the Sales & Tours Operations System (currently Peak 15).
- Support the administration, maintenance and ongoing development of business systems, ensuring information remains accurate, consistent and up to date.
- Assist with user administration, system testing, data quality and reporting as required.
- Ensure client, supplier and operational records are maintained accurately and in accordance with company procedures.
- Support the implementation of new systems and enhancements, assisting with testing, training and rollout activities where appropriate.
Supplier & Operational Administration
- Support the Operations Manager in maintaining supplier databases, including hotels, guides, attractions and other operational suppliers.
- Assist with obtaining, recording and maintaining supplier rates, documentation, insurance records and operational information.
- Ensure supplier information is accurately entered into business systems and communicated to relevant teams where required.
- Maintain operational filing and documentation, ensuring records remain organised, accurate and easily accessible.
- Support supplier administration activities and other operational projects as required.
Final Trip Administration
- Support the preparation of final client documentation, travel packs and associated materials, ensuring they are completed accurately and within agreed deadlines.
- Assist with printing, packaging and dispatch of final travel documentation.
- Support final booking administration and operational readiness activities as directed by the Operations Manager.
- Carry out administrative quality checks, ensuring documentation is accurate and complete before issue.
Operational Support & On-Call
- Act as the primary daytime contact for incoming operational and on-call enquiries, ensuring issues are responded to promptly or directed to the appropriate team member.
- Participate in the departmental on-call rota, providing timely, professional and reassuring support to travelling clients outside normal business hours.
- Maintain the on-call manual and supporting documentation, ensuring processes remain current and accurate.
- Update and maintain the on-call board, ensuring incidents, actions and outcomes are accurately recorded to support effective follow-up.
- Support the Operations Manager with on-call administration, reporting and the coordination of on-call activities.
- Assist in training colleagues on on-call procedures and supporting documentation where required.
Team Support & Operational Resilience
- Develop knowledge across the full Travel Care and Operations functions, enabling effective support across the department.
- Provide holiday and peak-period cover for Travel Care Executives, supporting client communication, bookings and operational delivery as required.
- Assist colleagues with workload balancing to ensure service standards and operational deadlines are maintained.
- Build strong working relationships across the department, contributing to a collaborative, flexible and supportive team culture.
Continuous Improvement
- Proactively identify opportunities to improve administrative processes, systems and departmental efficiency.
- Recommend improvements to templates, databases, reporting, operational documentation and ways of working.
- Support the Operations Manager in maintaining the Standard Operating Procedures (SOPs), ensuring documentation reflects current processes and agreed standards.
- Assist with testing and implementing new systems, processes and operational improvements.
- Share ideas, feedback and observations that contribute to improving the efficiency and effectiveness of the department.
- Embrace change positively, supporting continuous improvement and helping the department adapt as the business continues to grow.
What we offer you
An excellent package is available for the right candidate, together with the opportunity to play an important role within a growing luxury travel business. In addition, you will enjoy:
- Royal London Pension
- Staff and family rates across the Seren Collection properties
- 30% off food and beverage across the Seren Collection
- Long service holiday benefit
- Bonus scheme linked to company and individual objectives
- Employee Assistance Programme
- Career growth opportunities as the business continues to scale
A successful candidate will ideally have:
- Experience in an administrative, operational support or coordination role.
- Excellent organisational skills with the ability to manage multiple priorities and deadlines.
- Exceptional attention to detail, with a commitment to producing consistently accurate, high-quality work.
- Strong written and verbal communication skills and the confidence to work with colleagues, suppliers and clients where appropriate.
- Experience using Microsoft Office, particularly Excel, together with the ability to learn new business systems quickly.
- A proactive, organised and solutions-focused approach to work.
- The ability to work collaboratively whilst taking ownership of allocated responsibilities.
- A genuine interest in improving processes, supporting colleagues and helping the business operate more efficiently.
- Flexibility and a willingness to develop knowledge across all aspects of the Operations department.
Do you want to be part of our journey?
If so, we would love to hear from you. Please forward your application with a covering letter and CV to our Chief Operating Officer, Rachel Coffey.
We look forward to hearing from you!
Pay: Up to £26,250.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Health & wellbeing programme
- Referral programme
Application question(s):
- Have you attached a Cover Letter? Please note only applications with a cover letter will be considered.
Work Location: In person
