Operations Executive; Private & Rail

ABOUT US

Evan Evans is the most established and best reviewed sightseeing operator in London and has been accompanying visitors on city tours and out of town excursions since 1933. Our mission is to provide high quality, immersive sightseeing experiences that showcase the beauty, heritage, and excitement of Britain and beyond. Our offering includes day tours by coach, walking tours, rail trips, private chauffeur & small group experiences, and we also provide tickets to London’s most popular attractions, river cruises and hop-on hop-off tours.

Evan Evans is a proud member of The Travel Corporation (TTC) an award-winning family of 18 brands serving more than 1 million travellers worldwide each year.

OUR VALUES

Our values shape every hire we make and every team we build:

🌍 Value Every Voice — we put people first

🤝 Act with Integrity — we do what’s right

🧭 Explore Beyond Boundaries — we’re driven by curiosity

🎯 Own the Outcome — we take responsibility for our decisions

✨ Succeed Together — we’ve got each other’s backs

POSITION PURPOSE

Working within a vibrant team in our central London office, the Operations Executive is responsible for the smooth running and operation of our day tours and bespoke premium experiences, whilst maintaining a superior standard of customer service to achieve the company's service targets.

Working in a team environment, the role is focused on service excellence and becoming an expert across our product range, including tailor-made itineraries for premium guests, enabling us to continue being the highest-reviewed day tour operator.

KEY RESPONSIBILITIE

Accurately prepare and issue quotations for bespoke and premium travel experiences within agreed deadlines.

• Upsell relevant products and services where appropriate.
• Ensure all travel documents are correctly prepared and distributed to suppliers, guides and/or guests.
• Deliver all tours and bespoke experiences to the highest operational standards by working closely with suppliers, guides, and internal stakeholders.
• Ensure all guest experiences meet or exceed expectations.
• Manage any emergencies that arise while guests are travelling, escalating to management when required.
• Monitor rail, venue, and road closures and take proactive action to minimise guest disruption.
• Investigate and respond to negative feedback received via email or review platforms.
• Coordinate the recovery and return of lost property in a timely manner.

Support Operations Management with additional tasks as required by the business.

• Maintain accurate and up-to-date knowledge of the full product range.
• Participate in ongoing training and development initiatives.
• Proactively suggest new ideas and improvements to existing processes.
• Build and maintain strong relationships with suppliers and partners to ensure the successful delivery of high-quality tours and bespoke experiences.
• Collaborate with teams across the business to develop and maintain best practices.
• Work closely with the Guest Services team to deliver a consistently high level of customer satisfaction throughout the entire guest journey.
• Adhere to company KPIs and achieve individual performance targets.

ROLE SUCCESS CRITERIA

• Tours and bespoke experiences delivered to the highest operational standards.
• Guest experiences meet or exceed expectations.
• Quotations and travel documents prepared accurately and within agreed deadlines.
• Guest disruption and operational emergencies managed proactively and effectively.
• Company KPIs and individual performance targets achieved.

KEY INDIVIDUAL TRAITS

• Attention to detail:
  Strong organisational and prioritisation skills with excellent attention to detail.
• Calm and proactive: A calm, proactive, and solutions-focused approach when working under pressure.
• Collaborative:
  Ability to work independently and collaboratively within a team, with effective written and verbal communication skills.

YOUR EXPERIENCE AND EXPERTISE

• Experience in an operational or travel coordination role.
• Strong organisational and prioritisation skills with excellent attention to detail.
• Effective written and verbal communication skills; ability to manage multiple tasks and work to tight deadlines.
• Ability to work independently and…