Operations Support Assistant

Hours &

Location:

Hybrid - Dorking, Full Time, Monday to Friday (3 days required in office per week)

We live and love travel, do you?

Behind every unforgettable Kuoni holiday is a team making sure the details are taken care of. If you’re organised, proactive and love finding solutions, you could be just who we’re looking for.

We’re looking for an organised, solutions-focused Operations Support Assistant to join our Operations team in Dorking. This is a varied role where you’ll help keep everything running smoothly, support customers before and during their travels, and work with teams and suppliers to resolve operational issues quickly and effectively.

You’ll also play an important part in protecting the quality and accuracy of our holidays. From coordinating updates and correcting product information to identifying recurring issues and helping improve our processes, you’ll have the opportunity to make a genuine difference to both the customer experience and the way we work.

• Supporting the day-to-day running of the Operations function and ensuring work is completed accurately and efficiently
• Helping to resolve pre-travel and in-resort operational issues, with a focus on minimising disruption for our customers
• Communicating with customers about important pre-departure changes in a clear, professional and reassuring way
• Working closely with suppliers, overseas partners and teams across Kuoni to investigate and resolve issues
• Supporting our retail stores and Expert Hub teams with operational queries and booking amendments
• Monitoring operational work queues, prioritising tasks and responding to correspondence
• Coordinating the errata process, ensuring product, supplier and operational information is corrected promptly
• Maintaining accurate records and helping to identify recurring issues, trends and root causes
• Producing reports and recommending practical improvements that reduce operational risk and enhance the customer experience
• Supporting projects focused on process improvement, automation and the effective use of AI tools
• Helping the team respond to emergency or crisis situations when required

The role includes working Saturdays on a rotational basis and providing occasional out-of-hours Duty Office cover.

You’ll be someone who enjoys bringing order to busy situations, working through problems and finding the right solution. You’ll be comfortable managing several priorities at once, communicating with different people and taking ownership of accurate, detailed work.

We’d love to hear from you if you have:

• Excellent customer service and communication skills
• Strong organisation and administration skills
• A high level of accuracy and attention to detail
• A proactive, practical approach to problem-solving
• The ability to manage competing priorities and meet deadlines
• Confidence working with data, reports and operational systems
• Strong analytical skills and an ability to recognise patterns or recurring issues
• Good Microsoft Office skills, particularly Excel
• A collaborative approach and confidence working with a range of stakeholders
• An interest in improving processes and exploring how automation and AI can support better ways of working

Experience with in travel operations would be an advantage, as would knowledge of Travel Box, Galileo, Microsoft Dynamics, Package Travel Regulations or ABTA guidelines. However, we’re equally interested in your transferable skills, your approach to customer service and your willingness to learn.

Kuoni is part of DERTOUR UK and one of the UK’s most recognised premium travel brands. We create holidays to more than 90 destinations around the world, combining expert knowledge with personal service and genuine care for our customers.

This…