Travel Consultant

Travel Consultant

Location: Hybrid working with a minimum of two days per week in the Borehamwood office

Contract: Permanent – 39.5 hours per week;

Salary: £26,000 - £27,000

Reporting to: Sales & Support Manager

Job Benefits: 33 Days Holiday pro rata inclusive of bank holidays | Pension Contributions | Volunteer Day | Group Life Assurance | Cinema Discounts | Online Shopping Discounts | Cycle to work Scheme | Discounted Gym Membership | Virtual GP | Health & Wellbeing Support 24/7 Helplines with access to trained counsellors for support| Exclusive discounts on our holidays for you, your friends and family | Annual familiarization visit at any of our country houses for you and your family

About the role:

We have an exciting opportunity for a Travel Consultant to join our vibrant Sales Team. If you are passionate about delivering outstanding customer service, thrive in a fast-paced environment, and have a keen eye for detail, we’d love to hear from you. In this role, you will be central to supporting members, guests, group organisers, and tour operators in planning their ideal holidays—whether at our country houses across the UK or further afield through our wider range of holiday products. With a strong focus on customer satisfaction and a customer-first approach, you will help ensure every guest enjoys a smooth and memorable holiday experience.

The role’s responsibilities include (but not limited to):

• Handle Customer Inquiries: Answer inbound calls, assist members, guests, Group Organisers and Tour Operators with holiday bookings, amendments, cancellations, and providing quotes.
• Sales Focus: Make outbound calls to follow up on quotes, promote holiday packages, and sell memberships. Update and amend membership sales records as required.
• Manage Reservations: Use the company’s reservations system to manage and update bookings, ensuring all details are correct and any special requests are addressed.
• Customer Support: Provide exceptional service by addressing customers' needs with a positive and solution-focused attitude, handling complaints effectively and escalating when necessary.
• Attention to Detail: Ensure accuracy in all bookings, cancellations, and amendments. Maintain accurate records of all customer interactions and transactions.
• KPI Management: Meet and exceed key performance indicators (KPIs), including call response times, resolution times, sales targets, and customer satisfaction levels.
• Collaborate Across Teams: Work closely with other departments to ensure customer requests are met and that the overall customer experience is outstanding.
• Administrative Duties: Perform necessary administrative tasks required at the time.

What are we looking for?

• We are looking to welcome a Customer Service driven professional who has a commercial background working with reservations systems or the ability to learn new IT Packages.
• We need someone who is confident on the phone talking to customers and may have come from an office-based customer service background.
• Someone who is excited to work in a fast paced and sometimes high-pressured environment, with a methodical approach and team player focus.
• Excellent communications skills and a strong level of numerical reasoning is a must.
• Our team works Monday – Friday 9am – 5.30pm or 10.30am – 7pm, and alternate weekends 9am – 1pm. Sometimes we work Bank Holidays for which we give time in lieu.
• Passion for travel and walking a bonus!

About HF Holidays:

HF Holidays are a B Corp Certified British heritage brand with over 110 years of experience organising walking holidays in the UK, Europe, and beyond. We’ve been leading the way since 1913 and offer over 260 carefully curated guided and self-guided walking tours on six continents and in 40 destinations worldwide. Run as a co-operative, we put people at the heart of everything we do and are proud to be part of a community with a shared passion for the great outdoors. Friendship, fun, fresh air, and the feelgood factor have always been our guiding principles. Our 500-strong team are based remotely, Head Office in Hertfordshire and across our 16 country houses located in some of the UK’s best-loved national parks and National Landscapes.