Customer Experience Executive

Customer Experience Executive - Dorking (Hybrid)

We are recruiting on behalf of a highly respected specialist tour operator who create beautifully curated holidays to exceptional destinations around the world. This role sits at the heart of the booking journey, making sure every confirmed holiday is delivered smoothly and exactly as planned.

If you love the detail behind travel, enjoy coordinating moving parts, and take pride in getting things exactly right, this could be a brilliant opportunity to build or develop your career in tour operations.

Customer Experience Executive - What will I be doing?

This role focuses on the operational side of the booking journey once a trip has been confirmed.

* Taking ownership of confirmed bookings and administering them across systems and supplier portals
* Liaising with customers and suppliers to confirm arrangements accurately and efficiently
* Ensuring all documentation is correct, personalised and delivered on time
* Proactively resolving issues and finding alternative solutions if plans need to change
* Managing daily workflows and priorities to keep bookings progressing smoothly
* Responding to customer and supplier queries via phone and email
* Conducting pre-travel calls and offering additional services where appropriate
* Working closely with Travel Specialists and colleagues to ensure each holiday is delivered exactly as promised

This is very much a coordination and detail-led role rather than a sales-focused position.

Customer Experience Executive - What experience do I need?

* Experience in a customer-focused operations or administrative role
* Ideally some exposure to tour operations or travel, although strong administrators looking to move into travel will also be considered
* Excellent organisational skills with the ability to manage multiple priorities
* Impeccable attention to detail and accuracy
* Strong communication skills, both written and verbal
* Confident using Microsoft Office 365 (Word, Excel, Outlook)
* A calm, positive approach and natural problem-solving ability
* A genuine passion for delivering excellent customer service

Knowledge of reservation systems or Amadeus would be a bonus but is not essential.

Customer Experience Executive - What else do I need to know?

* Salary: £27,000-£27,500 plus bonus
* Hybrid working - 2 days per week in their Surrey office
* Shift pattern: 08:00-16:00, 09:00-17:00 or 10:00-18:00
* Saturdays on a rota basis (with a day off in lieu)
* Emergency phone cover required approximately 2-3 weeks per year (paid)
* 23 days' holiday rising with service
* Pension scheme and BUPA Health Cash Plan
* Discounted staff travel and familiarisation trips
* Supportive, collaborative team culture

This is a fantastic opportunity for someone who enjoys the operational side of travel - bringing plans together, solving problems, and ensuring customers have a smooth, stress-free journey from start to finish.