Working For Us

We’re lucky enough to turn our greatest passions – travel, the Northern Lights and the wild beauty of Northern Scandinavia – into our everyday work!

Made up of both men and women aged 20 to 61, we’re a diverse team united by a love of adventure and a shared mission: crafting unforgettable Northern Lights holidays for our clients.

Yes, we work hard – but we believe work should be interesting, enjoyable and never tip the balance too far from life. We’re all about creating extraordinary experiences for our customers while thriving in a supportive, rewarding and inspiring workplace ourselves.

Pay: £25,500.00-£27,000.00 per year

Job description:

We are looking for a highly organised and customer-focused individual to lead our small but dynamic Customer Support and Administration team. This role is ideal for someone with proven supervisory experience, excellent attention to detail, and a passion for delivering exceptional service.

Whether from a travel, hospitality, or customer service background, the right candidate will be confident managing processes and people and motivated to improve systems and consistently provide an excellent experience for our clients.

Key Responsibilities

• Lead, support and coordinate the Customer Support and Administration team ensuring tasks are fairly delegated in line with overall priorities.
• These duties include any future recruitment, training, day-to-day supervision and performance development.
• Oversee the processing, accuracy checking and timely administration of new bookings, liaising with the Sales team as required.
• Monitor customer support inboxes and phone lines, ensuring efficient, friendly, and solution-focused responses to pre-departure queries.
• Manage and track customer payments, including chasing outstanding balances and resolving discrepancies.
• Oversee the production and delivery of high-quality pre-departure documentation, ensuring clarity and accuracy for all customers.
• Coordinate the administration of booking amendments, cancellations, activity additions and confirmations – ensuring timely and professional communication with both clients and suppliers.
• Liaise with the Product, Sales and Logistics teams to ensure group flight information and schedules are accurate and passenger names submitted correctly to the relevant airlines.
• Monitor changes to booked flights (e.g. schedule changes, cancellations) and take proactive steps to inform customers and offer appropriate solutions in significant cases.
• Request and review customer feedback, responding to minor complaints and escalating more serious matters appropriately.
• Contribute to the continuous improvement of our systems and customer journey – including input on the development of our booking system (Moonstride) and any new platforms or processes.
• Provide timely updates to senior management and contribute to the overall success of the Customer Support function.

Person Specification

• Experience in a supervisory, coordination or team leader role – ideally within travel, tourism, hospitality or customer service in a service-based environment.
• Excellent communication skills – confident and professional in both written and verbal contact with customers and colleagues.
• Outstanding organisational skills with the ability to manage multiple priorities and deadlines.
• Strong attention to detail and pride in delivering high-quality, accurate work.
• Positive and proactive approach to problem-solving and process improvement.
• Able to work under pressure, remain calm, and maintain a focus on customer satisfaction.
• Confident IT user with experience in Outlook, Excel, Word and CRM or booking systems (training will be provided on Moonstride).
• A natural team player with the ability to delegate effectively and motivate others.

General Company Responsibilities

• Contribute to a positive working atmosphere and strong team morale.
• Provide cover for other positions when required by your manager.
• Attend meetings and participate in relevant training and development.
• Participate in staff review processes and one-to-one meetings.
• Support the health, safety and cleanliness of your own working environment.
• Promote equal opportunities throughout the company.

Reporting to Product and Operations Manager

Full time, permanent role – 35 hours per week.

Hybrid role based 3 days per week at our office in Newcastle.

28 days Annual Leave

Benefits:

• Additional leave
• Casual dress
• Company pension
• On-site parking
• Work from home

Ability to commute/relocate:

• Newcastle NE6 2AR: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Newcastle NE6 2AR

Application method

• Email

Require CV

• Yes

Application contact

• jono@artisantravelcompany.com