Operations Coordinator

About the role

This is a new role for Go Tours UK, a highly rated and growing tour company running day trips and multi-day tours across the UK. We’re looking for an organised and proactive Operations Coordinator to support the day-to-day running of the business. This role is central to ensuring smooth communication with customers, accurate booking management, and maintaining a high standard of service across all touchpoints.

You will work closely with the business owner and operational team to keep everything running efficiently and professionally. We’re a small team and most days the guides are out on the road, so you’ll need to be comfortable working independently and taking ownership of the day.

Key responsibilities

Customer communication

• Manage the customer inbox, responding to enquiries, booking questions, and post-tour follow-ups promptly and professionally.
• Handle inbound phone calls, providing clear and helpful information about tours, availability, and logistics.
• Deliver a consistently high standard of customer service that reflects the company’s reputation and reviews.

Daily operations

• Coordinate morning check-ins to confirm tour details, passenger numbers, and any last-minute changes. Start time is 07:45, so you’ll need to be on-site and ready before the first tours go out.
• Monitor live tour schedules and flag issues early so the team can respond quickly.
• Act as the first point of contact for operational queries during the day.

Bookings and logistics

• Book and manage hotel reservations for multi-day tours, ensuring accuracy and cost-efficiency.
• Update passenger and driver lists via the portal, keeping records accurate and up to date.
• Maintain and update booking systems, manifests, and internal records.
• Liaise with third-party partners and suppliers as required.

Team coordination

• Keep the team informed, aligned, and on schedule, acting as the operational bridge between driver-guides and management.
• Be willing to flex into whatever the day demands. No task is too small.
• Support the business owner with administrative tasks and ad-hoc projects as the company grows.
• Help maintain and improve internal processes to keep the operation running smoothly.

What we’re looking for

• Highly organised with strong attention to detail. You keep track of everything and nothing gets forgotten.
• Excellent communication skills, both written and on the phone. Warm, clear, and professional.
• Proactive and solutions-oriented. You spot problems before they happen and fix them without being asked.
• A do-er who’s comfortable working independently and happy to be hands-on in a small team.
• Comfortable managing multiple priorities in a fast-paced environment.
• An early starter. The role requires you to be at our South Kensington base by 07:45.
• Experience in a customer-facing operations, travel, tourism, or hospitality role (preferred but not essential).
• Confident using booking platforms, email, spreadsheets, and basic admin tools.
• A genuine interest in travel and delivering great experiences.

What we offer

• Salary of £35,000 per annum.
• A key role in a growing company with real scope to shape how things are done.
• A small, friendly team where your contribution is visible and valued.
• Exposure to every part of the business, ideal if you want to grow with the company.