Process and Training Specialist - Tour Operator (German Speaker) - hybrid working model

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is the European Travel-Tech leader in the dynamic holiday packages business, uniquely positioned to drive innovation-led growth.

Every month, reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services.

At the heart of our culture is a commitment of inclusion across race, gender, age sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Job Description

This unique role is situated in the centralised Customer Knowledge and Design department whose task is to support our customer facing colleagues by creating high quality digital content, delivering training, mapping processes, as well as seeking and evaluating quality data and customer feedback. In this position you will play a critical role in helping our agents to create great customer experiences.

The Process & Training Specialist - Tour Operator Germany will be responsible for the procedural and training requirements of our German Tour Operator agent population. The Specialist will maintain the Knowledge Base, create procedure and training documentation and deliver training. The Specialist will work closely with the operational team to drive improvements.

The ideal candidate will be an excellent collaborator and a confident public speaker who demonstrates attention to detail and a has a logical approach.

Key Responsibilities

  • Producing high-quality procedural content and information resources within the Knowledge Base
  • Maintaining the Knowledge Base contents to ensure content is relevant for end users
  • Engaging with end users to identify process and tool improvements
  • Developing, coordinating and agreeing training plans
  • Delivering classroom training 
  • Creating and updating training content including digital courses 
  • Applying best practice methodologies to ensure alignment with all other areas of the business
  • Collaborating with other teams to identify and implement opportunities or address any issues with current documentation 
  • Undertake ad-hoc projects and other duties as required.


  • Classroom training delivery
  • Procedural content creation and maintenance


  • Excellent written and verbal communication skills in English and German
  • Knowledge of DE TO Product and Tools (Amadeus CRS including TOMA, and Bistro Portal, Midoco)
  • Ability to work effectively in a diverse group as well as independently


  • Tourism Training
  • Digital Training content creation experience 
  • Strong organizational and time-management skills
  • Ability to multi-task and keep up with a fast-paced environment
  • Ability to respond positively to change demonstrating flexibility in shifting priorities

Additional Information

By joining our company, you will have the chance to:

  • Join a dynamic team in an inclusive-international environment
  • Grow thanks to the career journey and our internal mobility perspective
  • Manage your own schedule thanks to the flexible start and end of the working day
  • Work a shorter working week (36h), of which 4 hours on Friday morning
  • Get focus time for learning, development and deep work on Friday mornings
  • Work partially or fully remote according to local laws
  • Enjoy continuous training thanks to our company platform
  • Benefit from employee discounts on travel
  • Receive 2 days off per year for the purpose of volunteering
  • Get free snacks / fruit / hot drinks / water / beverages at our offices
  • Participate in amazing winter and summer corporate events
  • Benefit from extended parental or marriage leave