Operations Executive

Company Description

The team at Aardvark Safaris plan tailored safari and beach holidays for our clients, and many return to us year after year, with much of our business coming via word-of-mouth recommendations.

As an Employee Ownership Trust (EOT), we secure our future as an independent specialist, free to provide the honest, unbiased advice our clients expect. For our team, it means a workplace where every voice matters and everyone shares in our continued growth and success.

Aardvark Safaris Mission Statement

Aardvark Safaris is dedicated to creating bespoke holidays to Africa and the Indian Ocean. We listen to every request and, through our unrivalled team of seasoned travel experts, create inspiring journeys that exceed your expectations. We operate within ethical guidelines, ensuring the people and wildlife of Africa benefit directly.

Why work for Aardvark Safaris?

We believe real luxury on safari is having a charismatic, knowledgeable guide and access to private areas, which we achieve by utilising our ‘black book’ of contacts and in-depth knowledge from decades of experience in the safari industry. We have an indisputably excellent reputation in Africa that will reassure you as you travel. Our mission is to design your perfect holiday, ensuring a seamless process from start to finish.

We are proud of our dedicated and knowledgeable team, and all our staff are encouraged to contribute to life here at Aardvark Safaris. We firmly believe that the more fulfilled people are, the better their work will be. The atmosphere in the office is creative, varied, fun and challenging, as well as business-like and focused. Though we work hard, we have a good time together too, with various team days out and an opportunity to share a laugh together.

Successful candidates are offered competitive packages and training to learn all the necessary skills, whether in the sales or administrative side of the business. The culture in all our offices is characterised by the staff who work there, and we’re always keen to employ a diverse range of people to further enhance this.

JOB OUTLINE:

• Full-Time based in our Hampshire Office (Tidworth)
• Hours: 9.00am – 5.30pm, Monday – Friday
• Holidays: 20 days rising to 25 days pro rata, plus bank holidays

BENEFITS:

• Contributory pension
• Annual bonus scheme
• Cycle to work scheme
• Childcare voucher scheme
• Your birthday off
• A trip to Africa after the first year

ROLE:

• Support the sales team throughout the entire sales process
• Ensure the highest standards of client care at all times
• Check availability of ground arrangements and prepare quotes for the sales team
• Monitor deadlines for provisional reservations and confirmations
• Finalise itineraries and book all aspects of client trips
• Populate the client portal following deposit confirmation and keep all information updated until departure
• Complete quality assurance checks to ensure nothing has been missed
• Identify opportunities to upsell and cross-sell
• Process invoice filing and client payments across multiple payment platforms
• Issue all ticketing and liaise with clients to ensure they are fully prepared pre-trip
• Liaise with local ground staff and agents to ensure all services are in place, queries are resolved, and client expectations are met or exceeded
• Work with the sales team to deliver exceptional customer service and problem resolution pre, during, and post-trip, addressing concerns and special requests to ensure client delight
• Identify ways to improve internal systems and external client service
• Maintain the client portal, CRM system, and all other internal systems
• Ensure all upgrades are booked, confirmed with suppliers, and invoiced to the client where applicable
• Send out Aardvark Safaris gift boxes at 12 weeks, including Bradt or other travel guides, luggage tags, and children’s packs
• Coordinate the post-travel client feedback process with Sales Consultants, ensuring feedback is circulated for training and documented across all systems
• Contact camps and lodges to confirm upgrades are in place and that key events such as anniversaries and birthdays are diarised
• Provide out-of-hours support as required

GENERAL:

Undertake any other duties as requested by the Head of Operations

HOW TO APPLY:

Please send your CV along with a cover letter to Richard Preston – richardp@aardvarksafaris.com and christine@aardvarksafaris.com by the 26th May.