Custom Trip Specialist

**This job can be located in Aviemore Scotland or Kirkby Lonsdale, England.**

At Wilderness Group, we craft extraordinary and personalised travel experiences, connecting discerning clients with the wild beauty and culture across the UK. We operate under our specialist brands Wilderness Scotland, based in the heart of the Cairngorm National Park and Wilderness England nestled between the stunning Lake District and the rolling Yorkshire Dales. We offer a special combination of interesting and varied work, career development opportunities and a supportive culture in which to thrive as an individual and team member.

Be part of a dynamic group that not only delivers inspiring holidays for our clients but is also fully committed to the well-being of the team. Enjoy flexible hours, interesting and varied work in a collaborative and fun atmosphere, as well as a host of other benefits. We have steadily grown over the past ten years and plan to continue this growth path, which in turn will offer a wide range of opportunities for all staff.

**Role Purpose & Overview**

Our Custom Sales Team brings dreams to life with tailor-made journeys for private travellers and travel agents across the globe. We're now looking for a Custom Trip Specialist to join our passionate and dedicated crew.

As a Custom Trip Specialist, you will be the essential link between our clients, agents, and internal teams from the moment a booking is confirmed right through to trip completion. You’ll work closely with the Sales and Operations teams to ensure every element of each trip is moving forward smoothly, on time, and to the highest standard.

**Key Accountabilities**
- **High Client Satisfaction & Retention**: Being ultimately responsible for ensuring clients and agents are consistently satisfied with post-deposit communications and service.
- **Trip Readiness & Quality Assurance**: Accountable for the accuracy and completeness of all trip-related information and the timely production of final documentation, ensuring trips are ready for flawless execution.
- **Seamless Client Journey**: Ultimately responsible for the smooth flow of information and service delivery across various teams, ensuring a cohesive and positive client experience from deposit to departure.
- **Service Excellence & Continuous Improvement**: Accountable for upholding the brand's service standards and proactively identifying and driving enhancements to client service and internal processes.

**Key Responsibilities**
- **Client & Agent Communication**: Serve as the primary post-deposit point of contact for clients and travel agents. Ensure timely, professional, and empathetic responses to all inquiries, maintaining high client satisfaction.
- **Accurate Trip Coordination**:work with internal teams to ensure all relevant information is gathered and entered into the Customer Relationship Management (CRM) system accurately.
- **Concierge & Bespoke Services Delivery**: Coordinate and confirm value-added services such as restaurant reservations, custom excursions, and other personalised trip enhancements. Proactively suggest and implement meaningful experiences that elevate the client journey.
- **Trip Planning Progress Monitoring**: Track progress of trip planning in collaboration with Operations Point of Contact (POC). Proactively flag and escalate delays, bottlenecks, or risks to trip readiness.
- **Final Information Pack Production**: Create and deliver accurate, polished, and client-ready Final Information Packs in a timely manner. Ensure all travel documentation is complete, aligned with client expectations, and compliant with internal quality standards.
- **Cross-Team Collaboration & Communication**:Act as a communication hub between Sales, Operations, and Service teams to ensure information flows smoothly and consistently. Maintain clear documentation and updates to ensure team alignment throughout the client journey.
- **Quality & Consistency of Service**: Uphold and embody the brand's service standards across all client and internal touch points. Continuously look for ways to improve workflows, tools, and client experience.
- A strong and clear commitment to customer service excellence and “extra mile” delivery.
- Strong administration and organisational skills, with the ability to maintain accuracy even when very busy.
- Consistently great attention to detail, even when faced with multiple tasks and deadlines.
- Good interpersonal skills, awareness and emotional intelligence with an ability to develop and sustain internal & external business relationships.
- A natural collaborator who enjoys working in teams with a diverse range of individuals.
- Is committed to sustainability and is an advocate for wild places and our planet.
- A genuine interest, knowledge and passion for adventure in the regions where Wilderness Group operates.
- A commitment to some weekend work to support with any 'out of hours' operational requirements.

**Preferred Role-Specific Skills, Kno