Custom Trip Specialist
Salary £ 24,000 - £ 28,125 (depending on experience)
Aviemore, Scotland or Kirkby Lonsdale, England
Vacancy listed 26/09/2025
Application deadline 19/10/2025
Details

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.

What do we typically look for in successful candidates across all roles?


  • A strong and clear commitment to customer service excellence and “extra mile” delivery.
  • Good IT skills with experience in cloud-based CRM systems such as Salesforce, Google Drive and Mac applications.
  • 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, Knowledge & Experience


  • Sales/admin/customer service experience with transferable skills suited to this role.
  • Experience in a similar client-facing role is a distinct advantage, but not essential.
  • If you have experience designing and selling custom holidays, then even better
  • A natural love for working with people and for meeting and exceeding in customer service. 
  • A great phone manner and the ability to write clear, concise and compelling emails.  
  • Organised and efficient with the ability to multitask and prioritise in a busy environment.  
  • Superior attention to detail and is a proactive problem solver. 
  • Knowledge of the regions  in which Wilderness Group runs trips.
  • Practical experience in some or all of the activities offered is an advantage, but not essential.

That said, a passion for what we are trying to achieve as a business, coupled with a desire to help make this happen, goes a long way, so please don’t be put off applying just because you don’t tick all of the above. What’s most important is that you believe you can fulfil this role and demonstrate this accordingly through your application and subsequent interview process.

How to Apply


We’re really keen to hear from you so please send us your CV and 1 page Cover Letter in PDF format through the online Breathe HR portal detailing the following:

  1. Which role you are applying for. 
  2. Relevant experience and transferable skills you can bring to this role, including how you manage a varied workload.
  3. How you will enhance the performance of our Custom Sales Team.
  4. Basing your answer around one of our Small Group Adventures from either Wilderness Scotland or Wilderness England and explain, in 100 words or fewer, why you think someone should book a holiday with us. 

Your application must be complete to be fully considered. Please ensure that your CV and Cover Letter are complete in PDF format before clicking apply, as the system may time-out.

All applications should be submitted through our Breathe HR recruitment system in PDF format and will be auto-acknowledged upon receipt before being manually reviewed by the team. Interviews and appointments may happen for the right candidate before the closing date, so don’t hesitate to apply ASAP.

Diversity, Equity and Inclusion


The Wilderness group of businesses are committed to diversity through inclusive practices. We are looking to improve the diversity of our teams and believe firmly in the value of varied life experiences, backgrounds and cultures in our workplace.

We welcome and encourage diverse applicants for any advertised position and will consider all applicants regardless of age, race, religion, gender identity, sexual orientation, health conditions, impairments or other characteristics.

Benefits

• 35 hour working week
• 31 days holiday + earn up to 12 rostered days off per annum
• 14 hours of volunteer leave to make a difference towards causes that are important to you and/or our business
• Flexible / Hybrid working plus up to 2 weeks working from anywhere
• Company Contributed Pension (after qualifying period)
• Company Health Plan (after the qualifying period)
• Occupational Maternity Pay (after the qualifying period)
• Bike to Work Scheme
• Family and friends discounts
• Training and career development opportunities
• Team activity afternoons (Wilderness Wednesday)
• Industry discounts on outdoor clothing and equipment
• Cake on your birthday
• Unlimited tea and coffee with only the occasional milk shortage emergency

Notes

Please note that we are not in a position to offer sponsorship for this role. As such, a right to work in the UK is required in order to apply.

If you have any queries or need support please contact us by email: Recruitment@Wildernessgroup.co.uk

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