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Sales & Customer Service - Holiday Planner

Newmarket Holidays
UK - Home & Office Based Opportunities
Up to £23,500 pa
Closing date
15 Feb 2024

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Tour Operator
Full Time, Part Time
Contract Type
Job function

Job Details


Both Remote Opportunities & Office based Hybrid Opportunities (min 3 days per week in the office) based in Wallington, Surrey

Newmarket Holidays at a glance

Our aim is to enrich lives and well-being through travel. That is our purpose. Our 'why’. It is ambitious and bold, but through the commitment of our brilliant people, we’re doing more and more each day to create and deliver incredible wish-list holidays. The types of holidays that people have always dreamt of experiencing. We bring those dreams to life and are the trusted friends of our loyal customers.

The Newmarket Spirit is what binds us together. Throughout this, our 40th year, and all other years, we strive to grow. To challenge ourselves in new ways. Embracing different points of view and realising our potential. For the right person, their story can begin right here.

The opportunity

As a Holiday Planner within our Customer division, you will be responsible for carefully listening to our customers, building a relationship with them, and then maximising service & sales opportunities. This will primarily be over the phone, but also via digital channels and, very occasionally, face to face. We pride ourselves on really understanding our holidays and our customers and matching their requirements to the perfect trip, something our customers will always remember.

Through all of this, you will have the customer at the heart of your thinking and constantly driving sales through a service lead approach.

Key Responsibilities

  • First and foremost, delivering the amazing service our customers expect when planning their wish-list holidays.
  • Supporting customers and travel agent partners, at whatever stage of their journey they are with us.
  • Carefully listening to customers to really get to know them, to make recommendations for their perfect holiday with us.
  • Maximising your sales through a service lead approach. This includes the opportunity to drive incremental up sell products such as higher room categories, pre-booked excursions, or airport car parking.
  • Being aware always of how you are performing and strive to always do better, really focussing on delivery of monthly sales targets.
  • Reacting to and responding to customers in a timely way, to maximise sales conversion.
  • Liaising with other departments to minimise barriers to sale.
  • Taking responsibility for your own learning; always seeking out new ways to learn and grow, for your own and the companies benefit.
  • Being open to giving and receiving great feedback from your managers and peers with a view to improving your performance.
  • Achieving pre-set KPI’s including, but not limited to, handling time, conversion, revenue, and service.
  • Be solutions focussed, always finding ways to do things better for our customers, our business, and our colleagues.

Who we are looking for

  • Someone with a huge passion for people, both colleagues and customers and who wants to deliver amazing service.
  • Previous sales & service experience is necessary, but this does not have to be in travel.
  • Previous experience in travel is desirable, as well as working with tour operating systems or GDS’.
  • Flexible to work over a seven-day period, including (early) evenings and weekends, although weekend and late shifts are on a fairness basis.

What we can offer you

  • A changing and multi-cultural team-spirited environment with opportunities to learn from new experiences and challenges
  • Leaders who are interested in your development and committed to helping you to be the best version of yourself
  • A responsible organisation that cares about its people, the environment, and the communities we visit
  • Encouragement to take initiative and try something new and different
  • A flexible and hybrid-working arrangement
  • An exciting set of benefits
  • The opportunity to visit our destinations and experience our holidays

The Newmarket Spirit

The Newmarket Spirit is what binds us together. It is our 'who?’. The Newmarket Spirit bridges the external view of our brand and the internal reality. It seeks to enrich the lives and well-being of our people through travel.

The Newmarket Spirit encompasses five distinct pillars, which have been inspired by people across our organisation.


Join Us

Sound like the kind of opportunity and place to work that you’re looking for? Please send your CV with a brief covering note about your salary expectations and any notice period.

No agencies, please

As an equal opportunities employer, Newmarket Holidays is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Newmarket Holidays.


Newmarket Holidays is one of the UK's largest independent specialist tour operators. Every year, we create and operate holidays for tens of thousands of customers travelling to destinations within the UK, across Europe and around the world.

Just about every aspect of our holidays is put together in-house. So, whether you are interested in product design and operation, working to create brochures and marketing materials in our design studio, or perhaps working in our Tech or Sales teams, we'd love to hear from you.

If you think you can add something to our team, please get in touch. Travel experience isn't always a requirement, but a love of travel is definitely a bonus. Please see below for our current list of vacancies. If there's nothing that matches your skills but you would like to meet to discuss future options, please do get in touch for a confidential chat.

Joining the team at Newmarket Holidays

Newmarket is an award-winning holiday company with a team that loves travel. We share our travelling experiences with our colleagues, and encourage everyone to go on our holidays. For years we worked in a 1930s building with lots of little offices, but now we've moved to a modern office, the walls have gone and the sofas have arrived. We're really proud of the working environment we have created, and the strong focus on collaborative working and cross-department projects that it encourages.

The team is a great mix of people. Some have been there from the start, in 1983, others have joined only recently. It’s that mix that makes our team so successful – we love new ideas and change at the same time as we value experience. We want our team members to try new things and to excel, so there are opportunities to try different teams and tasks. And we have a keen interest in keeping communication open and honest. We challenge each other, and that makes us better at what we do.

We celebrate success, reward fantastic performance and have a strong focus on personal development with learning opportunities for all, including a Leadership Programme that mixes the theoretical with the practical and creates strong working partnerships across different areas.

Company info
0330 160 7700
Cantium House, Railway Approach,
United Kingdom

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