Travel Operations & Client Care Specialist — Business/First Class Flight Concierge

ABOUT US Concierge First is a UK-based luxury flight concierge. We source business and first class seats through specialist fare suppliers and book them for private clients and corporate accounts — founders, executives, athletes, and high-net-worth travellers who expect their travel handled properly and without friction. Our sales team closes the deal. You make sure the ticket lands, lands fast, lands at the right cost, and that the client is looked after from the moment they pay until they walk off the aircraft. We are small, fast, and growing. This is not a task-list VA role — you will own a function. WHAT YOU'LL OWN 1. TICKETING COORDINATION. When a sales rep closes a booking, you take the handover, raise the request with the correct supplier, and drive it to issued ticket. You chase. You escalate. You do not let a request sit for six hours because someone didn't reply. 2. COST VERIFICATION. Before we pay a supplier, you confirm the fare invoiced matches the fare quoted. Variances get flagged to management immediately — never absorbed, never assumed. This is one of the most important parts of the role. 3. CLIENT DELIVERY. You send the confirmed e-ticket to the client with a clear, professional summary — routing, times, cabin, baggage, what happens next. 4. POST-BOOKING SERVICING. Schedule changes, airline cancellations, voluntary changes, date moves, name corrections, refunds. You own the process end to end: liaise with the supplier, understand the fare rules, present the client with clear options, and execute. 5. CLIENT EXPERIENCE. Online check-in, seat and meal requests, pre-departure reminders, lounge and baggage queries, post-trip follow-up. The small touches that make a £4,000 ticket feel like it was worth it. A REALISTIC DAY - Morning: clear overnight supplier replies, chase three tickets pending issue, check today's departures are all checked in. - Midday: two new bookings handed over from sales — raise both, confirm pricing against quote, one comes back £180 over quote so you flag it before it's paid. - Afternoon: an airline has cancelled a client's LHR–DXB flight 36 hours out. You get the rebooking options from the supplier, contact the client with two clear alternatives, confirm their choice, get it reissued, resend the ticket. - End of day: update the tracker, hand over anything still open. WHAT WE NEED FROM YOU - Prior experience in travel — retail/corporate travel agency, airline ticketing, tour operator, or a travel-adjacent contact centre. GDS exposure (Amadeus, Galileo, Sabre) is a strong advantage. - Excellent written English. You will be writing directly to demanding, high-value clients. Clear, warm, correct, no fluff. - Confident on the phone and on video calls when needed. - Genuinely organised. Nothing falls through. If you're the kind of person who keeps a system, you'll do well here. - Calm under pressure and comfortable delivering bad news well — cancellations and schedule changes are part of the job. - Available 08:00–20:00 UK time, Monday to Friday, with some flexibility for urgent client issues outside those hours. - Reliable fibre internet PLUS a backup connection, and backup power. You cannot be offline when a client is stranded. - A quiet, professional space for calls. NICE TO HAVE - Experience with airline fare rules, reissues, and involuntary rebooking. - Familiarity with CRM and pipeline tools (we use GoHighLevel). - Prior experience serving UK, US, or Middle East clients. WHAT WE OFFER - Long-term, full-time contract — we are hiring someone to grow with the business, not for a one-off project. - Competitive hourly rate, reviewed at 3 months. - Monthly performance bonus tied to ticketing speed, cost accuracy, and client satisfaction. - Full training on our suppliers, systems, and processes. - Direct access to the founder and a real path into a senior operations role as we scale. HOW TO APPLY Please do all four of the following. Applications that skip a step will not be reviewed. 1. Start your cover letter with the word BOARDING. 2. In no more than 150 words, tell us about a time you fixed a travel booking that went wrong. What happened, what you did, what the outcome was. 3. Answer the screening questions below. 4. Attach or link a 60–90 second video or voice recording introducing yourself. No script, no editing — we just want to hear how you communicate. Shortlisted candidates will complete a short PAID practical task before final interview.