Routing Executive FTC

We’re looking for a Routing Executive (6 month fixed term contract, Tuesday to Saturday)

We're looking for an experienced Routing Executive to process new bookings, oversee and improve the routing of Byway trips and to manage re-routing of our trips for our customers when necessary. Our Routing Executive will be dedicated to delivering excellent trips, identifying and fixing sub-par trips at the time of booking and fixing major changes (e.g. due to disruption), with meticulous attention to detail. In this role, you'll play a pivotal role in ensuring and improving the efficiency of booking processes while meeting the needs of our customers. We’re looking for somebody able to efficiently book complex travel itineraries and recognise opportunities to increase customer satisfaction through great routing. This is a fixed term contract for six months, ideally November 2024 - May 2025 but start dates can be flexible for the right candidate.

We help holidaymakers love their journeys

We're not just another travel company – at Byway, we're pioneering 100% flight-free holidays with Journey AI, the world’s first tech for journey-based trips. We’re a certified B Corp committed to making flight-free travel mainstream. Since our inception in March 2020, we've booked 10,000 travellers onto unforgettable holidays, with 96% of five-star reviews. We’re growing 2-3x YoY and are regularly featured in the press, including the Guardian, BBC, and New York Times.

Your key responsibilities

• Book rail, ferry and boat tickets as well as accommodation promptly and accurately with appropriate customer-specific sleeping/seating arrangements and meal options.

• Sign off trip finances and risk profiles, adjusting if needed, ensuring appropriate revenues and uploading spend receipts in runtime.

• Promptly produce accurate Journey Summaries for our customers’ trips, detailing transport information including class and times as well as accommodation and room details.

• Provide feedback on problem journeys and recommendations for improved routes to our Concierge, Marketing, Product and Tech teams, contributing to increased deliverability, margin and customer satisfaction (NPS) over time.

• Providing input on booking and ticketing processes to improve efficiency and advocate for processes/technologies/tools for further automation. 

• Act as a business owner for technical developments.

What we’re looking for

• Significant professional or private experience booking travel arrangements including accommodation and overland transport, and rerouting overland trips in the face of disruption.

• Good knowledge of European rail infrastructure and a strong general understanding of Byway regions.

• The ability to work quickly under time constraints without making mistakes.

• Excellent verbal and written communication skills.

• High data literacy with strong analytical and problem-solving skills

• Fiscal responsibility: the ability to make data-driven decisions and balance customer enjoyment, trip fragility and disruption risk with revenue/margin.

• Familiarity working with technology and databases.

What would be great (but isn’t required)

• Expertise with accessible rail travel booking systems.

• Experience collaborating with technology teams to inform product development.

What we offer

• £29,000 - £32,000 p.a. depending on experience - London salary, but work from anywhere

• Remote-first, flexible working:

  • 20 days wherever: work when you like and where you like for most of the month - we’ll fund a day a week in a coworking space

  • 2 days together: join our team in the London office two days each month (a couple of exceptions per year is fine!)

• One cost-price Byway holiday per year and agency rates with Eurostar for you and your family/friends

• An annual autumn Away Afternoon and optional Weekend Away in spring