Customer Relations Executive

Customer Relations Executive

This incredible tour operator is arguably one of the best employers within the travel industry with a real focus on the well-being of their team. This Customer Relations Team here ensures that the customers have a voice and are able to share experiences of their adventures and they are looking for 2 people to join them.
 
Customer Relations Executive – What Will I be doing?

• Things don’t always go to plan. When this happens, it is the role of the Customer Relations Specialist to investigate and resolve issues.
• Issues can occur at any time, from before travel, right through to the end of a customer’s tour. As well as managing post tour correspondence, you will work on a day-to-day basis with the wider product team dealing with incidents as they occur on tour.
• This varied role will see you investigating complaints, liaising directly with the customers (increasingly this will be done by phone) and overseas suppliers allowing you to compile responses and make the decision to do the right thing for the customer and the business.
• The nature of this role means that a desire to work in a fast paced, ever-changing environment is essential, as is the ability to make decisions under pressure.
• The Customer Relations Specialist will join the duty team, which offers 24-hour phone cover, which offers 24-hour phone cover (approx. cover once every 2 months) and will become a part of the crisis team.
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Customer Relations Executive – what experience do I need?

• Ideally you will have experience of handling customer complaints for a travel business before.
• If not travel industry experience, you must have a passion for travel and an understating and appreciation for sustainable travel.
• You must have experience of handling customer complaints in a written capacity as well as over the phone.
• You will have exceptional communication ability to include very good written skills.

 
Customer Relations Executive – What else do I need to know?

This is a Monday to Friday role – with occasional duty office hours paid additionally every couple of months. It is a hybrid role  in their fabulous offices in Farnborough twice a week and 3 days at home.Good salary and a host of benefits offered to include Pension scheme and life assurance. Bonus eligibility based on company performance each year. A 50% holiday discount scheme on holidays across the Groups range. Everything from adventure tours to ski holidays. A healthcare cashback scheme that allows you to claim back money on a number of healthcare costs – including dental treatments and optician costs. 2 volunteer days a year. A bar and games room at HQ. Social functions throughout the year. Rail season ticket loans available. Electric car scheme in the very near future with charging points at work.