Operations Executive

Job Title: Operations Executive
Location: Hybrid (office located at London Bridge)

Salary: Competitive, DOE

Working Hours: 9:00 – 17:30 Monday to Friday
Reports to: Head of Operations

Wilderness Journeys (previously known as Ukama) is a leading luxury travel company and a pioneer in the Eco Tourism industry, specialising in bespoke African safaris. Our safari specialists are experienced guides, camp managers, or natives of Africa, ensuring genuine expertise. Every trip booked supports the conservation of some of the world's last remaining wild places.

We are seeking a dynamic and proactive individual with exceptional administrative skills and a meticulous eye for detail to join our expanding Operations team. Based in London Bridge, we operate a hybrid working scheme, with most of our team working in the office at least two days a week. In this role, you will collaborate closely with the Head of Operations, contributing to the efficient daily operations of the department.

The Operations Department is integral to the seamless functioning and administration of our business, focusing on managing all post-booking administration and inquiries. Our aim is to ensure the precision of bookings and deliver outstanding customer service throughout the booking process. The ideal candidate will possess a keen attention to detail, superb communication abilities, adept multitasking skills, and a high degree of organisation and self-motivation. In return, we offer a competitive salary and a welcoming, supportive work environment.

Responsibilities:

- Client Communication & Support:

· Liaise with clients via phone and email throughout their travel journey to assist with queries on visas, flights, luggage, health protocols, dietary needs, and special requests.

· Collect and verify client documentation, including booking forms, passports (not expired), flight tickets (dovetail with itinerary), travel insurance, etc.

- Sales Team Coordination:

· Allocate new enquiries evenly across the sales team, tracking distribution to ensure fairness.

· Provide administrative support to ensure the smooth operation of the sales team.

- Documentation & Itinerary Preparation:

· Create confirmation itineraries and final travel documents using CRM tools and MS Word templates.

· Maintain meticulous attention to detail in all client documentation and ensure timely delivery.

- CRM & Database Management:

· Manage and update client records in the various systems.

· Enter enquiry details, create new deals, manage tasks, upload documents, and maintain logistical information.

· Send supplier reconfirmations and monitor payment statuses.

- Supplier & Concierge Coordination:

· Communicate with suppliers to confirm bookings and resolve any discrepancies or changes.

· Check supplier invoices against booking details.

· Book additional services such as restaurants, tours and airport meet and assists as part of concierge duties.

- Operational Support:

· Stay up to date with travel advice, visa and embassy requirements, Covid protocols, packing lists, and general destination information.

· Prioritise daily workload, meet deadlines, and manage multiple tasks simultaneously.

Preferred Experience:

- Minimum 2 years’ experience in a similar administration or customer-facing role.

- Strong attention to detail, with excellent written English and grammar.

- Professional, confident telephone manner and strong communication skills.

- Proficient in Microsoft Word and Excel; experience with CRMs (PipeDrive, HubSpot, Itrvl, Wilderness Window) is a plus.

- Organised, self-motivated, and able to work independently and take ownership of tasks.

- Ability to multitask and prioritise effectively in a fast-paced environment.

- Travel experience within Africa is advantageous but not essential.