Package Operations Executive at Secret Escapes in London, United Kingdom

To facilitate the sale of package holidays across all Secret Escapes territories by loading contracts and building package holiday offers in the Secret Escapes reservations system, and to be a central point for the business and facilitate queries of an operational nature and ensure seamless approach to business support.

Things you’ll be working on

  • Management of escalations and investigations as needed
  • Provision of excellent customer service
  • Ensure best practice in both International and UK territories
  • Effective feedback with International Operations, Sales, Merchandising, Tech/Dev
  • Ensure Customer Service manager is fully briefed daily on performance impacting factors

Problems we are trying to solve

To help maximise the efficiency of Secret Escapes Contact Centre ensuring it operates efficiently and effectively delivering a high level of service to members and partners. This will be achieved by:

  • Demonstrating an open, inclusive and flexible management style with strong leadership skills
  • Being committed to Excellent Customer Service with continual improvements enabling the Customer Contact Centre team to reduce the number of repeated Customer Interactions, increase the quality, resolution and speed of Customer interactions which are managed thus improving the overall satisfaction of Customer
  • Contributing on key change programmes which increase Customer Satisfaction by delivering a value add Customer experience which promotes and builds upon our Brand.

Working at Secret Escapes

Secret Escapes is the UK’s biggest members-only website that runs best-in-market flash sales of four and five star hotels and holidays worldwide. We offer our members exclusive rates of up to 70% off.

We're looking for grafters and self-starters to join the gang, who can keep up with the pace and want to make a difference. We still work in relatively small teams, so there's no room for coasting along. We're friendly, happy, and most importantly, we work hard. We're not afraid to get our hands dirty and we're all madly passionate about our brand.


  • Knowledge of the package holiday market
  • Experience working in a travel agency or tour operator in a similar role is desirable
  • Previous experience of technology systems in a similar working environment is required
  • Previous experience with aviation desired

Your characteristics

  • Suitable experience in a similar role
  • People/performance management skills
  • Have, or can readily acquire, a robust knowledge of centre management processes
  • Have change management experience
  • Work well under pressure
  • Have the ability to solve complex problems, make decisions and deliver results
  • Excellent communication skills
  • Enthusiastic and driven
  • Organised, with attention to detail
  • Innovative, creative and imaginative
  • Customer-focused and commercially aware
  • Willing to adapt and pick up new techniques
  • Able and willing to pass on knowledge
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