Guest Services Executive

Job description

About the Company

Evan Evans Tours is the UK’s most established and best reviewed day tours operator in London and

has been accompanying visitors on city tours and out of town excursions since 1930. Our mission is to provide high quality sightseeing experiences that showcase the beauty, heritage and excitement of England with tours of London, Windsor, Stonehenge, Bath, Edinburgh and Paris plus Hop-on-Hop off tours, River Cruises and Top attraction tickets.

About the Role

Working within in a vibrant team in our central London office, the Contact Centre Executive is responsible for effectively handling travel bookings and enquiries over the phone and email, whilst maintaining a superior standard of customer service in order to achieve the company’s sales and service targets. Working in a team environment, the role is focused on service excellence and being an expert on the product range which will enable us to continue being the highest reviewed day tour operator.

Responsibilities

• Booking tours and venues with speed and accuracy via email, telephony and face-to-face
• Amending and cancelling customer’s bookings and keeping the booking system up to date whilst providing excellent customer service
• Maintaining an accurate and comprehensive knowledge of the product range (by going on our tours), system and booking process
• The ability to work fast and efficiently whilst maintaining attention to detail
• Taking initiative for coming up with new ideas and changes to current processes and participating in on-going learning and development activities
• Problem solving, resolving customer issues, and responding to reviews or complaints independently
• Development of relationships with our suppliers, agents, guides, and guests and working together with teams throughout the company to develop best-work practices
• Supporting the operations team in dealing with on-tour emergencies, rail and coach departures and liaising with tour guides and drivers
• Adherence to company KPIs and personal targets

Qualifications

• Fluent English speaker (both written and spoken English)
• Additional languages a plus
• Travel or hospitality industry experience is highly regarded but not a requirement
• Knowledge of London and attractions will be an advantage but is not a requirement

Required Skills

• Efficiency
• Attention to detail
• Strong work ethic
• Team Player
• Positive Attitude
• Customer Focussed
• Goal Oriented with a sales mentality
• Strong communication skills
• Self-Motivated
• Ability to take initiative
• Ability to work independently
• Organisational skills
• Adaptability/Dependability/Reliability/Flexibility

Working Hours

Rotational shift from 7am – 3pm and 11am – 7pm Monday - Sunday.

Rotational shift during office opening hours which might vary depending on the time of year and booking numbers.

Why Join Us?

We’re the UK's most established and best reviewed day tours operator in London and looking for ambitious people who want to be part of our exciting journey. We’ll give you the tools, training, and support you need to succeed, while offering clear opportunities to progress your career. Alongside this, we offer a strong benefits package, including private medical healthcare, paid volunteering days, and a host of additional benefits.

If you’re ready to build your career in Travel & Tourism and make an impact - click apply today!

Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

01-08-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English