Full Time Operations Assistant

Full-Time Operations Assistant with "perfect" UK English wanted.
Work for a great team. Potential for a long term position.

Reports to: CEO / Director
Location: Remote
Hours: 8am – 5pm UK Time (1-hour lunch break and a 15-minute break)

About Us
London Guided Walks is a London-based walking tour company specialising in guided walks and private tours, offering unique insights into the city’s diverse history. Our team is dedicated to providing exceptional customer experiences, and we’re looking for an organised, proactive, and detail-oriented Operations Assistant to help ensure our tours run smoothly.

Role Overview
As the Operations Assistant, you will play a pivotal role in the day-to-day management of our tour operations. You will handle customer enquiries, bookings, and communications while supporting our team of guides to deliver outstanding tours. This role is vital to maintaining high-quality service, operational efficiency, and our reputation for excellence.

Key Responsibilities
Customer Support and Booking Management
Respond promptly and professionally to customer enquiries via phone, email, and online platforms.
Process bookings and payments securely and accurately using our booking system.
Provide detailed information about tours, customisation options, and pricing.
Assist with rescheduling or cancellations, ensuring clear communication with customers.
Handle customer feedback, escalating issues where necessary and ensuring timely resolution.

Guide Coordination
Ensure guides are successfully booked for tours and communicated to through the Guide Portal.
Liaise with guides to keep their availability calendars up to date.
Provide guides with relevant tour details, itineraries, and customer-specific requests.
Manage guide communications via WhatsApp and the Guide portal, ensuring queries and updates are addressed promptly.
Coordinate last-minute changes, cancellations, or special requirements with the guides.
Manage public walk schedules, ensuring guides and customers are informed of any updates.

Website and Content Management
Update the website with new or amended tour information, availability, and prices.
Maintain accurate descriptions and images for all tours, ensuring SEO best practices.
Monitor website performance and report any issues to the technical team.
Collaborate with the team to provide tour details and updates for social media content.

Customer Review Management
Monitor and respond to customer reviews across platforms, ensuring a professional and approachable tone.
Identify and highlight positive feedback for use in marketing materials.
Maintain a log of feedback trends to inform service improvements.

Operational Support
Assist in creating and updating tour itineraries for both public and private walks.
Prepare and distribute weekly schedules to guides and other stakeholders.
Monitor bookings to identify trends and suggest promotional opportunities to increase sales.
Maintain accurate records of customer and booking data in compliance with GDPR.
Create and send invoices or receipts to customers as needed.

Administrative Tasks
Prepare and maintain an operations manual to document processes and procedures.
Organise and maintain digital files, including itineraries, promotional materials, and customer records.
Provide weekly operational updates to the management team.
Manage the supply and distribution of any printed materials (e.g., maps, NFC cards, bags) needed by guides.

Marketing and Promotion Support
Coordinate with marketing to ensure promotional campaigns align with tour availability.
Schedule and post updates on social media platforms as required.
Assist with gathering and organising customer testimonials and reviews for marketing purposes.
Provide tour information and highlights for social media content creation.

What We’re Looking For
Strong organisational skills and attention to detail.
Excellent written and verbal communication skills.
Proficiency in Google Workspace and booking/CRM systems.
Ability to multitask and work under pressure to meet deadlines.
Experience in a customer-facing role, preferably within the tourism or hospitality industry.
Familiarity with website content management systems (e.g., WordPress).
Self-motivated, with the ability to work independently in a remote setting.
A problem-solving mindset and the ability to handle unexpected challenges effectively.
Knowledge of or interest in London history and culture is a plus.


ABOUT ME:

Here are a few things you should know about me:
I am a qualified tour guide and I run a company providing walking tours and treasure hunts in London, UK
I move very fast & expect the people I work with to be the same way
I am very loyal to my employees & treat them with respect
You can learn more about me here ----------


What We Offer
Competitive salary based on experience.
Flexible, remote working environment.
Opportunity to contribute to a growing and dynamic business.
Training and professional development opportunities.
The chance to be part of a team passionate about sharing London’s history.

HOW TO APPLY:

If you are interested in this position and believe you have the qualities listed above to be successful, please complete the following form: ----------

Once you submit your responses, I will respond within 72 hours.

Be on the lookout for an email coming fro ---------- .

Congratulations you made it to the end! I look forward to learning more about you.

This is an ongoing position. I want to work with you for years, not weeks.



Other Information Needed:

Wage/Salary:

Starting at 35,000 PHP pcm, paid fortnightly via Remitly

Type of Employment:

Part-Time 40 hrs per week
Monthly rate starts at 35,000 PHP. Rate varies depending on skill level and experience.
You have one 15-minute paid break daily with a 1-hour unpaid lunch break.

Skills Required:

Operations Assistant
UK English - Writing & Spoken

Technical Requirements:
High-speed computer (PC or Mac) with at least 8 GB RAM
Working webcam
Headset with microphone and noise cancellation feature
Reliable Internet connection with at least 20 Mbps and a backup of at least 10 Mbps
Reliable power supply and a backup power source