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Operations Executive

Posted on 2023-12-14


Eastbourne, United Kingdom
Job Description

Twin Group is an award-winning provider of education, travel, work experience, accommodation, and employment services.  We offer a diverse number of life-enhancing services to our clients and every member of our team is essential in achieving this.

We are looking for an Operations Executive to join our expanding Operations Team in an engaging and exciting role. The Operations Executive is responsible for the end-to-end coordination and management of international student groups and individuals travelling to Twin locations across the UK and Ireland.

The Operations Executive is responsible for operating all services required by our international student groups and individuals. This includes but is not restricted to delivering the travel requirements for specified overseas Educational Tour Operators (ETO’s) Administering and operating these arrangements to include transport, accommodation, language studies and excursions. Liaising with ETO’s and Providing pre-arrival, arrival, and departure paperwork in a timely and professional manner.

Working with the ETO’s in the management of the costs and margins to allow ETO’s to meet set targets for volume, revenue, and profitability. The ideal Operations Executive will be able manage several ETO’s at any one time and assist with new ETO’s and product development.


  • Take full responsibility for all student group bookings, from group confirmation on CLASS to
  • departure Ensure that services provided do not exceed quotes, indeed, to strive to ensure maximum margin is achieved.
  • Deliver the required tour arrangements for each client to a set deadline.
  • Upsell with each group where possible to encourage package tours.
  • Confirming/invoicing/ETO liaison for all individual clients
  • Arranging/booking all the services requested for individuals including airport transfers, excursions, Airport Meet and Greets, travel cards, living allowance, etc.
  • Ensure all documentation required for arrivals, program content, itineraries are collected in their entirety to operate bookings efficiently.
  • Provide excellent customer service to all stakeholders.
  • Out of office emergency cover is required on a rotational basis.
  • Ensure invoices reflect the service always provided by informing Admissions of any changes to the itinerary.
  • Assist management in improving quality across all processes for the department.
  • Ensure systems are continually updated.
  • Improve reporting on CLASS.
  • Compiling arrival checklist to ensure all relevant departments are aware of students’ arrivals.
  • Work closely with Heads of Departments s to ensure we are always delivering a top-quality service.
  • Work closely with the new business team to fulfil operations.
  • Assist in continual improvement of systems and processes to drive efficiency for all inbound operations and individuals.
  • Develop and produce all the required daily, weekly, monthly placements reports.
  • Overseeing the upkeep of computerized records using CLASS.
  • Assist in the smooth running of the department.
  • To manage and maintain an accurate management information database to utilise all operational needs.
  • To attend meetings and training events as required Meet, and strive to exceed, personal performance targets (Key Performance Indicators).

Education /Qualification 

  • A level or equivalent.
  • Demonstrable educational level commensurate with the needs and scope of the role.

Skills and Experience


  • Previous administration experience.

Desirable, but not essential:

  • Experience of operating inbound international groups
  • Experience of UKBA guidelines and compliance requirements
  • Experience of working for an English school
  • Experience of working for a tour operator
  • People, Customer Service, and systems management experience.

Additional Information

Salary: Meets National Minimum wage

Location: Eastbourne 

Contract:  Permanent - Full Time

Hours: The nature of EFL is such that during certain times it will be extremely busy and work priorities will change, this role requires the postholder to understand that this is not a typical ‘9 to 5 position’ and requires flexibility - (Evenings, weekends etc.) as and when emergency situations arise.

Benefits: up to 25 days annual leave + bank holidays + Birthday Day off, per year; Long service award, an extra days annual leave per year completed, up to 5 additional days; 5 days paid sick leave per year; Employee referral scheme, up to £500 per successful referral; Sabbatical Leave the right to request up to 1 months unpaid sabbatical leave; Season ticket loan of up to £1000 per year; Pension contributions; Career development opportunities; 2 volunteering days per year; ability to purchase an additional 3 days annual leave per year; Death in service benefit, including an Employee Assistance Programme.

Please Note:  

The successful candidate must be able to work in the UK. 
Twin is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. 
Successful applicants will be required to undertake a standard or an enhanced disclosure via the DBS, depending on the role itself. 

  • All gaps in CVs must be explained satisfactorily.
  • Proof of identity and qualifications will be required.
  • Successful candidates will be required to complete a one-hour on-line safeguarding training prior to commencing employment.

We are dedicated to ensuring that all job applicants and members of staff are treated equally, without discrimination on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. 

Disability Confident Employer 

Disabled applicants should indicate in the Equality of Opportunity section of the application form if they wish their application to be given consideration under the Disability Confident scheme.  

If you are invited to interview, please advise the recruitment administrator what adjustment you would require at the interview in as much detail as possible to enable arrangements to be put into place.  

We ask all applicants if they want to be considered under this scheme.  By opting-in to this scheme, you are disclosing that you have a disability solely for the purpose of the interview guarantee and we will not assume nor infer that you wish to disclose or record your disability in any other way – including any reasonable adjustments you may need if you are employed. 

Access to Work Scheme  

You can apply for Access to Work if you need support to get back to work. 

You can apply using the online service or apply by phoning Jobcentre Plus on: 

Telephone: 0800 121 7479 

Textphone: 0800 121 7579 

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